Vulkan Vegas Casino - Player's withdrawal is delayed and untraceable.

Hallo. My problem is that casino has lost a fund transfer and they don't care it. I had a few withdrawals before and there wasn't any problem at all. But this time, despite they have sent me a confirmation of transaction, I haven't recieved money into my MiFinity account. After a few days I started chat with customer service..First they told me to wait and wait.After 2 weeks when I asked when it is gonna be sorted out they sent me a conformation of withdrawals saying that everything is ok and suggested me to contact my bank. So I did it.Of course the respond is - no such transaction (attachment)...I went back to Vulkan with this information few days ago and silent till now...I trusted they have sent me this money, but it's lost and they as a sendermare the only one who can check with money provider what has happen bit it looks like they don't care.If you could help me with this I would be greatful🙂 Thanks. Michal

Dear shaky1972,

Thank you very much for submitting this complaint. I’m sorry to hear about your problem.

Could you please advise when exactly did you contact Vulkan Vegas Casino with the information from the payment provider?

Do I understand correctly that the casino sent you a confirmation that your winnings have been sent?

Have you used the same payment method for your previous withdrawals?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Vulkan Vegas casino representative, could you please look into the matter and inform us about the status of the player's withdrawals? Thank you.

Dear shaky1972

The PSP confirmed that the money was sent to your requisites, that you specified. You should turn to your bank for further clarifications. The support representative will e-mail you soon as well.

Kind regards

Vulkan Vegas representative - have you read my complaint from the beginning? I don't think so..I wrote to my bank account and got a respond that I sent forward to you

I use Mifinity account for a long time ang I play in many casinos making withdrawasl to this e-wallet and never ever had any problem. With you I have already 2 issues so I'm pretty sure it's not their fault but you. Transfers are lost and no-one can find out what has happen..hmm...bank financial system must collapse and we as a civilization must be back hundreds years to cash again...no more comment..

Dear shaky1972

In our case, we are to rely totally on the response of the PSP, which confirmed that the money was sent to these requisites:

Please, kindly double check.

Best regards

Dear shaky1972, can you please confirm if you received the payment?

Unfortunately I can't...Nothing has changed. As you see in my attachment MiFinity can't see these 2 missing transactions. It's over 1 month so let's be honest - it never comes and we know it. Regards.

Could you please send me the transaction history from your Mifinity wallet starting from June up until now? My email address is veronika.l@casino.guru. Thank you.

Hi Veronika. I can send you screenshots of my e-wallet if it's enough (I can't see any Request report button).But I just wrote to Mary from MiFinity to send me transactions history and they always respond in 24 hours so maybe If I get I will send it straight to you.

Hallo. I have just sent the report to your e-mail.Regards.Michal

Dear shaky1972

Can you please provide this report for our support as well, so that we could deliver info to PSP?

Thank you in advance!

Kind regards

It's sent. Regards.

It's getting more and more funny. Your support (Vulkan Vegas) just informed me that I made the dispute withdrawal not to Mifinity Account but to the bank🙂 (even sent me the same transfer confirmation once again).They have no clue at all. The bank is a Virtual IBAN - part of MiFinity e-wallet. All my withdrawals from yours and Ice casino as well were made in exactly the same way. Joke�

Dear shaky1972

As we previously stated in here, the money was sent not to your Mifinity account, but to the bank account via the requisites that were specified by you during the withdrawal process.

Kind regards

And...You have sent it I haven't received it. Transfers are lost. This is the case of this dispute. I'm wonder what would you do if that'd be Casino's (not player) money - let say concession payments. You had a transfer confirmation from your payment provider but money hadn't been arrived to Curacao Gaming Authority and your license would expired. "The money was sent" would be enough then...?!

Dear Vulkan Vegas Casino representative, could you please send me a payment confirmation of the player's winnings to veronika.l@casino.guru? Thank you.

Hallo Veronika. So.. I have received some money! Wow, thanks to You - that's for sure. Payment 1 is the missing transaction from Vulkan Vegas from 11.07.2023 (attachment 1). But payment 2 is the missing transaction from...IceCasino!! (19.07.2023) - attachment 2. I haven't opened the dispute about that waiting for a solution in this case - so I'm glad I don't have to🙂 Now I have been waiting for the last transfer - the main one from this dispute (20.06.2023). Anyway I'm glad to get something already. Could You explain to me what has just happened? How that was found? Is it was MiFinity's fault? I'm just curious and I would like to know what to do in the future with similar issues. Regards. Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Veronica,

As previously stated and prove by the screenshot in the attachment - there are no issues with the payout neither on the Casino side nor on the PSP. All has been paid out.

Also, the player confirms, that she started receiving funds (obviously, this is not related to any action by the casino).

Dear shaky1972

Are you still missing money?

Thank you!

Hi. I'm still missing 1 transaction - the first one that dispute was opened for (attachment). I agree that it looks like MiFinity's problem now but I wrote to them twice already with it and answer was always the same - no such details in our system. I will try one more time and let you know. Regards.Michal

Dear shaky1972

Is this regarding the same transaction ID? Or a different one?

Regards

This is the transaction I haven't received money yet. I have just wrote to MiFinity again to check it again. We will see...

Dear shaky1972,

please let us know how MiFinity responded.

Hi. Let's say they responded nothing (see attachment). To be honest I'm tired of that. I don't care any more about the one transaction..It goes to nowhere. I don't have any more idea what to do. Have you any Veronika? if not let's close this dispute Regards.Michal

Dear shaky1972, were you expecting to receive your withdrawal of 20 June in PLN or in EUR?

Hi. All deposits and withdrawals are in EUR in this casino. I have a balance in PLN, play on slots in PLN but deposits and withdrawals are converted from PLN to EUR. While depositing I type amount in PLN but when logging to MiFinity account the amount is already converted to EUR (see attachments -step by step). The same case is with withdrawal. I make it in PLN but money comes to my MiFinity Virtual IBAN Bank already converted to EUR. Regards.

Ps. I have wrote once more to MiFinity..Of course I will paste their respond.

Could you please forward the MiFinity transactions statement starting from 20 June onwards with all the transactions in EUR, please?

It's funny Veronika, but I can't. In my VIRTUAL IBAN there is only 1 month view of history

MiFinity has stopped responding me 🙂 I suppose they have blocked/spam my e-mail address because not only I haven't received a respond but as you can see I haven't received even a "Your request (number) for my last 2 e-mails that is sending automatically. I have tried via their website's contact form...no answer as well. Joke.

I have a few screenshots while I was discussing to VulkanVegas customer service where you can see most of EUR transactions. Anyway, all these EUR transactions were automatically transferred to my e-wallet in PLN and all of them are in the report history (as a Load from Bank) I have sent to you previously.

I have got a respond from MiFinity. But they sent me exactly the same report (of course updated till now). The newest report sent to your e-mail Veronika.

Dear shaky1972, would it be possible that the withdrawal you are looking for is the one from 21 June 2023?

However, the sum is slightly lower than you stated (311,92 PLN).

No Veronika.This is the withdrawal from IceCasino. I really think we have to close the dispute. Nothing is gonna happen.The transfer is lost - weird but truth. No VulkanVegas and MiFinity want to co-operate to find out where it has gone. They don't care because it isn't their money. Sad but true. Regards.



Dear Vulkan Vegas casino representative,

you mentioned in one of your previous comments that the PSP confirmed that the money had been sent to the player's requisites. Would you be so kind and forward this statement to us? My email address is veronika.l@casino.guru. Thank you.

Hello,

The e-mail was just sent.

Kind regards

Dear shaky1972 and Vulkan Vegas Casino representative,

Following a comprehensive review of the evidence presented by both the casino and the player, our investigation has led us to the regrettable conclusion that we cannot provide further assistance in this matter. The casino has submitted evidence indicating that the payment was indeed initiated; nevertheless, the player's winnings are not reflected in their bank statement. We assume that the funds may have encountered complications during the transfer process.

Regrettably, given the circumstances, we must now officially close this case as unresolved. It is important to note that the casino will not incur any penalties or accrue black points in this instance, as we have received compelling evidence substantiating the successful completion of the payment from their end.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

If any of the parties recover the lost amount, they may choose to reopen this complaint.

Best regards

Veronika