Vulkan Vegas Casino - Player’s withdrawal has been rejected.

To whom it May concern,

I have paid approx. DKK 3,000 - and won DKK 28,000.

Since then, I have struggled to get in account verified. Which after a week was approved.

But since then, I have continuously asked for a payout, which is repeatedly rejected again. Every time I contact Vulkan Casino - I am informed that they will process the payment within 5 working days. But again, payout is denied.

As recently as today, 02 November 2020, I have requested a payment of DKK 28,000. Shortly afterwards, it will be rejected again.

I contact them via the chat as well as per. phone call answer is they investigate it and return.

That is, I probably get the same standard answer as before.

Will you please help me get my winnings paid out?

Thanks in advance.

Dear Nader,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully in the past? If yes, forward it along with any relevant communication to petronela.k@casino.guru. Do I understand correctly that your withdrawal has been requested on 2nd of October?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela,

Thanks for your mail.

First of all, I must say that I have unfortunately created under a wrong casino name.

This is about Volcano Vegas!

But no, I have not used bonus or anything that the casino can use against me.

Yesterday (Monday 02 November) they asked me to set up Neteller so they will transfer my winnings immediately.

(Which in the meantime has risen to DKK 33,500.)

I did - and everything was approved. But then today they chose to cancel my payout again. They say that since I live in Denmark, they can not transfer to Neteller.

It's a new excuse every single day.

Today (Tuesday 03 November) they tell me that I have to create Skrill. But as has happened in the last many days and weeks, they will surely come up with a new excuse.

Thanks in advance.

With best regards

Nader ***

Dear Nader,

Could you please send me a specific link for the casino website, just to make sure? Thank you very much in advance. 

Dear Petronela,

Thanks for your mail.

Herewith the link to the correct Casino.

https://vulkanvegas.com/en

Thanks in advance

Sincerely

Nader ***

Kære Petronela,

Jeg har nu igen været i forbindelse med Casinoet, som igen har forsøgt at komme med mange undskyldninger.

Imellem tiden blev jeg så vred og frustreret, at jeg tabte hele beløbet på 34.000DKK ( 4500 Euro)

Det er selvsagt hvad de havde ønsket!

Jeg har derfor sendt dem en klage, som du kan læse nedenfor.

Hvad kan jeg ellers gøre - og hvad har i af muligheder for, at hjælpe mig?

På forhånd mange tak.

Klage sendt til Vulkan Vegas.:

To whom it may concern,

Now that I have been waiting for almost 14 days for my payout.

And because of all the waiting time, I ended up losing all my winnings at stake today.

This is probably what you have wanted since you have repeatedly rejected my many payout requests. Even though you have continuously approved my documents.

I have been playing online casino for many years - and I must admit this has been the worst experience ever.

I would therefore like to send a complaint about the way you have handled this.

I'll send the complaint to the appropriate local authorities, including those who issued your license.

In addition, today I have sent a complaint to the International Complaints Body for Casinos.

The copy of the complaint has been forwarded to the owner of volcano vegas (Invicta Networks N.V.)

the balance from before the loss must be re-established or at least my payments refunded.

This is not about 4500 Euros in winnings. But the principle that I had won a long time ago and you have deliberately prevented me from getting my money paid out - this one and only so I can lose the money again.

I'm looking forward to hearing from you.

With best regards

Nader ***

I’m sorry to hear that you have played your winnings, unfortunately, I’m afraid, there is not much we can do for you now. Please understand, player is the only one responsible for their account, active balance and all the bets taking place.

Variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Thank you very much, Nader, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nader,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello Nader1982

Sorry you faced troubles with your withdrawal.

I looked at your account, I can clearly see that there was a successful withdrawal of 10,747.38 DKK on 09.11.2020 20:33:17 (UTC) 

Sometimes the large amounts may get declined (such as 37,252.62 DKK which is around 6k eur), I would suggest splitting the request into smaller ones, e.g. 500 euros each.

From the side of the casino there is not much we can do when the payment gets declined, sorry about that.

As per the moment being all your requests have been confirmed.

Have a nice day ahead!

Kind regards,

Alexander

Dear Alexander,

did I understand it right that player's withdrawal request was confirmed at all or he needs to request smaller amounts?

Hi!

All the requests have been confirmed. The player now has around 0 on his account. But the transactions are being processed at the moment, we don't know whether they will be successful.

Should they get rejected - we kindly ask the player to split the requests into smaller ones.

Kind regards,

Alexander

Dear Alexandre,

It is very nonsensical what you write.

First of all, I have been waiting for almost 3 weeks.

At first I get so frustrated waiting for my payout (34,000DKK - 4530 euros) that I lose my money again. for I thought I probably would not get them anyway.

I deposit DKK 10,000 again and win DKK 56,500 or 7530 Euro which I then have been waiting for over a week.

You have meanwhile forced me to set up Skrill to receive my winnings.

I have never chosen it myself - precisely because it is so expensive to use Skrill. It costs me 4% of the amount you have paid.

In my case approx. 2500DKK (330 euros). only in fee to Skrill to receive my money from you.

In addition, I have contacted you a total of 21 times - precisely because you constantly canceled my payments and promised a lot that you could not keep.

It has cost me (calculated today via my telecommunications company)

1400DKK. (186 euros)

Of course, it's not your fault that I lost my first win. Even if you intentionally delayed payment so you could play the money again.

But the other expenses are your responsibility and yours alone.

As recently as yesterday, I was told it would be 14 days before I could receive my payout. This both via your complaint department and via phone.

Out of the blue, the casino sent a small amount for payout yesterday - does it make any sense at all? why only a small part of the gain?

But because Casino Guru has now gone into the matter, you pay out in the rest immediately.

It will suit you as a professional that you covered my expenses for Skrill (which you forced me to create)

as well as my phone bill where I constantly had to call you in Cyprus.

a total of 3900DKK or 520 Euro

With best regards

Nader A******

Hello Nader1982

I have checked the reason why the withdrawals to you bank cards were declined - looks like they were declined by your bank.

I now see the total amount of 56,500 DKK were successfully withdrawn. We also credited your account with 2500 DKK, we are very sorry that your bank does not accept the payments ( 

Is there anything else I can do for you? 

Best regards,

Alexander 

Thank you very much for your prompt reply and treatment.

To be taken seriously, one must also act. You have done so.

Even though it has been an ugly course - it has also been fun to play with you.

I have praised this several times to your colleagues.

Now that we have found a good solution, I would like to return and play with you again.

Thanks to Casino Guru for your efforts.

With best regards

Nader A******

Dear Nader,

can I consider this case as resolved, please?

Hi Villiam,

Yes thank you and many thanks for your quick help.

They clearly would not have paid out without your intervention. at least not yet!

Really good day.

Sincerely

Nader A ******

Dear Nader,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru