Vulkan Casino - A retirada do jogador foi enviada para o método de pagamento errado.

As with the previous win, I arranged for the payment to be made to my account. However, it was not paid out by real-time transfer as it was the first time. As a result, the closure of my current account overlaps with the transfer. I made a test payment to my account myself, which was returned on the following working day. Since 08/20/21 I have asked every day in the chat and am put off sluggishly. I liked the money in my player account to pay it out to my new checking account.

Ich hatte die Auszahlung wie beim vorherigen Gewinn auf mein Konto veranlasst.Am 18.08. wurde es ausgezahlt jedoch nicht wie beim ersten Mal per Echtzeit-Überweisung.Dadurch Überschnitt sich die Schließung meines Girokontos mit der Überweisung.Ich habe selber eine testzahlung auf mein Konto getätigt welche am folgenden Werktag Retour kam.Seit dem 20.08.21 Frage ich jeden Tag im Chat und werde pampig vertröstet.Ich mochte das Geld auf mein Spielerkonto um es auf mein neues Girokonto auszuzahlen.

Dear Nico,

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. Do I understand correctly that your payment was sent to a bank account which has been closed previously? If the bank account doesn’t exist anymore, I’m sure that the funds will be returned to the merchant/casino. Could you please advise if you have contacted your bank and the casino already?

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

Hello, the bank account was closed two days after the payout, but BEFORE the payment was received! The bank says the money was returned immediately, the casino says I should wait. Three weeks are rum, I can't and don't want to wait anymore.

Hallo, das Bankkonto wurde zwei Tage nach Auszahlung geschlossen jedoch BEVOR die Zahlung einging!Die Bank sagt das Geld ging umgehend Retour,das Casino sagt ich soll warten.Drei Wochen sind Rum, ich kann und will nicht mehr warten.

Thank you very much, Nico, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Nico,

I 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 Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Vulkan 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

That's crazy, I asked in the chat almost every day and I was not told anything except that I should wait. I want my money, I have been waiting for 499 euros for 1 month

Das ist doch Wahnsinn, ich habe fast täglich im Chat angefragt und mir wird nichts gesagt ausser das ich warten soll.Ich möchte mein Geld, warte nun seit 1 Monat auf 499 Euro

Hi Nico,

I tried to get in touch with the casino repeatedly but without success. Moreover, it seems that the casino is now closed. I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, there is practically nothing we can do now. I recommend you take a moment and read the review of each casino before you start playing in the future. I wish I could be of more help.

Best regards,

Peter