The player's unable to receive her winnings as her bank account no longer exists. The issue was eventually successfully resolved as the player received her funds.
Vulkan Vegas Casino - The player's unable to receive her winnings.
Amount: €5,166
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hi there,
The matter is a lot more complicated than most of the posts I've read in all of the forums. It begins with the payment of 5000 €, in October 21, to my account at the Berliner Sparkasse, which was canceled from now on and all incoming payments were canceled. Account statements clearly show that the split € 5000 was immediately returned to Movon Payments Ltd on October 14th, 2011 (€ 1000 each). I immediately contacted the support team and since then have explained everything twice and three times in words and pictures (bank statements). I got my new account at Postbank, in the meantime I still contact the support via live chat, by phone call and they always said that the finance department would take care of it, that I should wait for the email. I am waiting until today! At that time I was sent payout checks via link, despite millions of warnings that the account at the Sparkasse no longer exists. I submitted these to my new Postbank, these checks are invalid and my order could not be carried out in this form. A week later, my Postbank also announced that I had violated the terms and conditions ??? Sparkasse and Postbank after this payment was received and returned from Muvon Payments Ltd ?! Since then I have been put off by the casino support, put off etc pp !!! In the meantime I can't get any further on the phone, permanently occupied and in the live chat nobody speaks to me in either German or English. I'm tired of explaining myself again and again and meanwhile really pissed off how they treat me. Yesterday I deposited a total of € 3000 and nothing came close to profit, no matter which game, how high or low the stakes are! The € 5,166.00 profit cannot be found on their part and let's be honest, that stinks! Please help me.
LG Rebecca
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2 years ago
Hello Rebecca,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Allow me to ask you a few more question before we would move forward.
What exact payment method did you use for the withdrawal? How long after that was the method canceled by you? Do I understand it correctly that Postbank accused you of term violation? Did the casino send you any kind of statement of the processed withdrawal?
Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Now the following has happened. I don't know why, there was no info, no hint !!! I just want to have my profit, that's all it is. When you think about how much money you have paid in alone in the last 3 weeks and that's thanks for that 😲
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2 years ago
Dear Rebecca,
Could you please send us some kind of statement that those payment methods were blocked? Did the casino confirm in any way that they received back the money from your Berliner Sparkasse account?
It would be great if you could forward us any relevant proof which may support your case to nikolas.b@casino.guru.
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2 years ago
Translation
Hello Nikolas,
I have now gathered everything that is/was on my phone. One point is particularly important and that is the part where my bank statements show that the transactions have been canceled and then the live chat response to that. They never got the money, they say! To date I have zero information on this venture either, so I am assuming that vulkanvegas has not contacted my bank to clarify the issue. I submitted a withdrawal request for a total of €5000, but the casino simply split this payment into €5x1000 and because so much money suddenly came in, my bank was suspicious (in the sense of the Money Laundering Act). Direct account blocking, all incoming money canceled immediately - even the child benefit payment and maintenance were canceled and strange, the money arrived where it came from, but the casino is stubborn and can't find my money??? They're kidding me after line and thread!!!!! In the PDF file there are also some photos of chat histories, I hope you can open them all or you will get everything!! If not, please let me know.
Warm greetings
Rebecca
Ps: I wrote you a private mail on January 13th, including all chat histories, emails, bank statements etc
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2 years ago
Thank you Rebecca for the information and the e-mail with the proof. I will now forward your complaint to my colleague Peter who will be assiting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Rebecca,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Rebecca, Peter
Just to clarify, the issue is solely about the withdrawals, am I correct?
There is no RTP issue or any other slot-related issue (based on player's words: "nothing came close to profit, no matter which game, how high or low the stakes are!") ?
Thank you!
Best regards,
Alexander
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2 years ago
Translation
It's all about the payout!
I put all my cards on the table, any site whether Casino Guru, Vulkan Vegas or yours truly can clearly see that "withdrawals" have all been nullified!!!!
And yet you are confronted with new tasks that have to be fulfilled for months on end.
I've exceeded all requirements more than once and I would have loved to have my winnings paid out!!!!
Mfg R Lublow
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2 years ago
Dear Rebecca
I will need some time to clarify with the billing dept. re the issue with withdrawals.
Since all disputed requests are marked as "successful" within casino platform.
Thank you for your patience.
Best regards
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2 years ago
Translation
volcanic vegas,
More than enough time has already passed, but yes if it is required then I would suggest 10 days is plenty of time to research. Based on the exact payout data that you and I have recorded, it should finally lead to my winnings being paid out to me without any problems. I had already uploaded my new bank details to the casino, but will make them available again if necessary.
Mfg R Lublow
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2 years ago
Dear Rebecca
I'd like to confirm, that the complaint was delivered to Casino only today (Jan 25).
Also, no extra materials were provided re the case, thus we will be investigating on our own.
Thank you for understanding.
Best regards
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2 years ago
Hi all,
Thank you for your replies. Let's see if Alexander can help. I will set the timer to 7 days.
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2 years ago
Dear Rebecca
Thank you for your patience.
We've received the answer from the billing dept. You are partially right, there is a withdrawal rollback for 3 transactions. Thus, 3k EUR is on your account, you may proceed with withdrawal or continue playing. The rest of the requests are successful.
Kind regards
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2 years ago
Dear Rebecca
Would you kindly confirm the money was received onto your bank card on 03.02.2022?
Thank you in advance!
Kind regards
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2 years ago
Dear Rebecca,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.
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1 year ago
We received a message from Rebecca stating that she eventually received her funds.
Dear Rebecca,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
