The player from Germany had their withdrawals rejected without any further explanation. It has been received.
Vulkan Vegas Casino - Player’s withdrawals have been rejected.
Amount: €2,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Dear Michi0815,
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. Could you please advise how long ago you have received your previous withdrawal? Have you changed your preferred payment method since? Were your winnings accumulated with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela,
Thank you for the fast answer.
- The payment was canceled without a reason
- I received no reply to my written request via email
- When I asked in the live chat, I received the answer that only the finance department could answer
- I haven't changed my payment method, deposits and withdrawals have been via the same account since the beginning
- The win was made without a bonus.
If documents are required, I will be happy to forward them to you.
LG
Michael
Edited
Automatic translation:
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2 years ago
Translation
Hello Hello Petronela,
Unfortunately, today my second payout for a further €1000 (now totaling €2000) was canceled without a reason.
I wrote to VulkanVegas with screenshots and took you into CC.
It's very sad, I just feel like I'm being scammed here.
Thanks for the support.
greeting
Michael
Automatic translation:
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2 years ago
Translation
Thank you for your response.
the last transactions had worked without any problems via this bank, you can certainly see this in the transaction history.
I'll wait and see if I get the payment this time.
One thing is important for me to mention at this point: as a customer, I feel very badly looked after with their online support, in all 5 chats on this topic they didn't want to/couldn't help me.
my emails to their support address were completely ignored.
I describe this to you so that you have the opportunity to improve your service to spare other customers such a negative experience.
Automatic translation:
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2 years ago
Thank you very much, Michi0815, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.
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2 years ago
Translation
Many Thanks.
I find it really scary like VulkanVegas with his. players. Bad publicity.
I hope that my money will be paid out promptly
Automatic translation:
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2 years ago
Hello Michi0815,
I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Dear Michi0815
I am truly sorry for the delays/issues with the withdrawals that are caused partially by the payment provider and partially by your bank.
As far as I can see you've successfully received 1100 EUR (please confirm), two more requests amounting 900 EUR are being processed by the payment provider. Let's wait for the final status of the transactions, hope they will be successful. If the do fail - please make the request again.
Thank you for your cooperation.
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2 years ago
Dear Michi0815,
let me know when you'll receive all of your winnings, please.
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2 years ago
Translation
Good day,
so far I can not confirm the receipt of payment!
Automatic translation:
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2 years ago
Translation
The 900€ are still not paid out! (After all, this is almost 50% of my profit.)
@Vulcan Vegas:
As a customer, I can't understand with the best will in the world how people take such bad care of their players.
So far I have:
- 3x emails written to you -> each one went unanswered
- Wrote 6 x with your support, I needed about 3 hours of time for this because there was no reaction here or only every 20 minutes -> no one wanted / could help me
- 1 x A case opened about a casino guru -> Only here were you ready to take on my topic at all
Conclusion so far:
- A lot of time wasted when I would rather have been playing
- Most of my winnings are still not paid out.
- There is no transparency, deposits are made within seconds - payouts are not "rocketSince"
- No real apology (in any form whatsoever) has been forthcoming (apart from "we're sorry about the delays"....)
Automatic translation:
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2 years ago
Dear Michi0815,
the Casino informed us only yesterday that €900 is being processed. It could take a couple of days to receive the payment. Let me know when you'll receive it.
Thanks
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2 years ago
Translation
The 900€ have now been processed.
Unfortunately, no apology was made for this extreme effort.
I would have appreciated a credit / free spins here as a sign of good will.
i am sure that without casino guru would not have gotten my money.
Automatic translation:
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2 years ago
Dear Michi0815
On behalf of the payment processor, we do apologize for the inconveniences caused.
A compensational gift has been credited onto your account.
Best regards
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2 years ago
Translation
Many Thanks. The case is now closed for me and can be closed.
Automatic translation:
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2 years ago
Dear Michi0815,
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
