Vulkan Vegas Casino - O jogador sofreu perda inexplicável de fundos durante o processo de retirada.

I initiated two withdrawals with an account balance exceeding 1700 €. The money has not been deposited into my bank account, nor has it been refunded to my player account.

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and

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In the chat, it was stated that I did not have sufficient funds, which makes sense, as these were deducted after I received the email stating that the withdrawal was being processed. Yesterday, I made a deposit of 500 € for each withdrawal. Today, of course, there's just slightly over 500 € left in the account. So where did my money go?

Habe zwei Auszahlungen getätigt. Hatte über 1700 € Guthaben. Das Geld ist weder auf mein Girokonto eingegangen noch auf mein Spielerkonto zurück gekommen.

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und

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Im Chat wurde gesagt ich habe nicht genügend Geld, klar, das wurde auch abgezogen nachdem ich die Email bekommen habe, dass die Auszahlung bearbeitet wird. Gestern habe ich ja die Anzahlung von je 500€ gemacht. Heute ist natürlich danach nur noch etwas über 500 € drauf. Nur wo ist mein Geld geblieben?

Dear anderske72,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise what is the status of these transactions in your casino transaction history?
• Have you accumulated the balance using a bonus?
• Could you please share the chat transcript with the casino regarding the issue?
• You can share the screenshots of it here or please forward the transcript to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear anderske72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks for your emails,

I apologize for overlooking the information you sent earlier.

Have you received your winnings from these 2 withdrawal requests yet?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.