Vulkan Vegas Casino - Депозит игрока был утерян.

I made a deposit of €50 on February 14, 2025 and the money has now disappeared. My bank has not frozen the money and it is not being held back. The casino now says that the money was never received. I just want my money back.

Ich habe am 14.02.25 eine Einzahlung von 50,-€ getätigt und das Geld ist nun verschwunden. Meine Bank hat das Geld nicht eingefroren und es wird auch nicht zurück gehalten. Das Casino sagt nun, daß das Geld nie eingegangen ist. Ich möchte einfach mein Geld zurück haben.

Dear nancyschwanda,

Thank you for reaching out and for providing your payment receipt. I’m sorry to hear about the issue with your deposit.

I want to inform you that if your deposit was never credited to your casino account, the best course of action is to contact your payment provider. They are responsible for investigating such issues, but please be aware that this process can be lengthy and may take up to one month. In situations like this, the casino is usually unable to intervene.

In the meantime, I strongly advise against making any additional deposits until this issue is fully resolved to avoid further complications. If the funds were lost during the transaction, it may take some time before they are credited to your casino account.

To better understand the situation and assist you further, could you please clarify the following:

• Was this your first deposit at this casino, or have you successfully deposited there before?
• Did you receive any confirmation from the casino or payment provider regarding the status of the transaction?
• Have you reached out to the payment provider yet? If so, what was their response?

If you have any additional information or correspondence related to this issue, please forward it to petronela.k@casino.guru.

I hope we can help you resolve this matter. Thank you in advance for your cooperation.

Best regards,

Petronela

I have made several deposits there and I have also written to the payment provider several times, but their answer was always that I should contact my bank. I did that and my bank confirmed that the payment had been debited from my account.

Ich habe schon mehrfach dort eingezahlt und ich habe auch schon mehrfach den Zahlungsanbieter angeschrieben aber ihre Antwort war immer nur, das ich mich mit meiner Bank in Verbindung setzen soll. Das habe ich gemacht und meine Bank hat mir bestätigt, das die Zahlung von meinem Konto abgebucht wurde.

My bank also told me that the money was not transferred back. The casino absolutely wants confirmation from my bank that the money has not been received in my account, but my bank will not give me any confirmation.

Meine Bank hat mir auch gesagt, daß das Geld nicht zurück überwiesen wurde. Das Casino will unbedingt eine Bestätigung von meiner Bank haben, daß das Geld nicht auf meinem Konto eingegangen ist aber meine Bank gibt mir keine Bestätigung.

Hi nancyschwanda,

Thank you for providing the screenshot. However, the transaction ID is not visible in the image. Could you please send a new screenshot where the transaction ID is clearly shown? This will help us review your case more effectively.

What is a transaction ID in the screenshot?

Was ist eine Transaktions-ID im Screenshot??

Dear nancyschwanda

Sorry you;v'e faced troubles.

Can you please specify the disputed transaction ID? Is it visible within your transaction history of the gaming account?

Warm regards

Dear nancyschwanda

The PSP suggests you speak to the bank once again, perhaps the money is on hold. Nonetheless, 50 eur was credited onto your account as to a loyal customer.

Kind regards

My bank didn't hold any money, I spoke to my bank and the €50 in the player account is ridiculous. I wanted to have the money paid out but it didn't work 😢

Meine Bank hat kein Geld einbehalten, habe mit meiner Bank gesprochen und die 50,-€ auf dem Spieler Konto ist lächerlich. Ich wollte mir das Geld ausbezahlen lassen aber es ging nicht 😢

Dear Nancy 

Can we consider the complaint resolved?

Thank you in advance!

Regards

No, I want to know where the money went. My bank did not keep my money.

Nein ich möchte geklärt haben, wo das Geld geblieben ist. Meine Bank hat mein Geld nicht einbehalten.

Even though I am a loyal customer, your casino has become extremely bad. Pay my money back and then I will never enter this casino again.

Auch wenn ich ein treuer Kunde bin aber Ihr Casino ist extrem schlecht geworden. Zahlen Sie mein Geld zurück und dann werde ich, dieses Casino nie wieder betreten.

Dear nancyschwanda

50 EUR was credited onto your account at 10.03.2025 16:20:59 (UTC)

And you started playing Hell Hot 40 game at 10.03.2025 19:14:39 (UTC) with this money.

Kind regards

That's right, but only because I couldn't withdraw the money. I had to gamble away the 50,-€

Richtig das stimmt aber nur weil ich das Geld nicht auszahlen lassen konnte. Ich musste die 50,-€ verspielen

Dear nancyschwanda

What do you mean?

The missing 50 eur was credited onto your account (real money), that is the amount disputed and could be withdrawn.

What else can the casino can do for you, please?

Regards

I received the money as a bonus and was unable to withdraw the €50.

Ich habe das Geld als Bonus erhalten und konnte die 50,-€ nicht auszahlen lassen.

Dear nancyschwanda

The last bonus you received was on 24-02-2025 00:19 (UTC) (Cashback)

The 50 EUR was credited onto your real money balance.

You may check out your gaming history and make sure that bets/wins were done using the real money balance.

Kind regards

I hereby admit defeat and the matter is closed.

Hiermit gebe ich mich geschlagen und das Thema ist erledigt.

Dear nancyschwanda,

Thank you for your patience and for providing us with the necessary details regarding your €50 deposit. Based on the information from Vulkan Vegas Casino, the €50 was credited to your account on March 10, 2025, and you started playing with it.

Vulkan Vegas has confirmed that the funds were credited as real money and should have been available for withdrawal. You mentioned that you were unable to withdraw the €50, which led to some confusion.

Can you confirm if the issue is now resolved, or if you still have concerns about this matter? If everything is satisfactory, we would like to consider this case closed. Please let us know.

Dear nancyschwanda,

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.

Dear nancyschwanda,

As we have not received any further response from you within the extended timeframe, we are now closing this complaint.

Based on the evidence provided by Vulkan Vegas Casino, the €50 was credited to your real money balance and was available for withdrawal. Since the funds have already been played and there is no indication of a withdrawal issue from the casino’s side, we must reject your complaint.

Thank you for your understanding.

Best regards,

Petronela

Casino Guru