V.Vegas Casino - プレイヤーの撤退が遅れています。

A withdrawal of 610 euros was accepted and, according to the casino, transferred, but unfortunately this money never arrived.

The support kept telling me to contact the bank using the transaction number, but the bank can't investigate or do anything using that number.

The bank then said that according to the bank statements, this is the way to get a certificate that the transfer did not arrive, but the casino rejects this argument.

Eine Auszahlung von 610 Euro wurde akzeptiert und laut Casino auch überwiesen, leider kam dieses Geld nie an.

Der Support meinte immer wieder ich soll mit der tranksaktionsnummer bei der Bank nachfragen aber die Bank kann unter der Nummer nichts untersuchen oder anfangen.

Die Bank daraufhin meinte laut Kontoauszügen ist dies der Weg für eine Bescheinigung das die Überweisung nicht angekommen ist, aber das casino lehnt diese Argumentation ab.

Dear tobias98,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're experiencing with your missing withdrawal.

To better understand your situation and assist you effectively, could you please provide the following information:

• What method was used for the withdrawal (e.g., bank transfer, credit card)?
• On what date did the casino confirm the withdrawal as processed?
• Did they provide you with a transaction reference number or confirmation document (such as a payment slip or SWIFT confirmation)?
• Has the name of the payment provider or intermediary bank been mentioned anywhere in the casino’s response?

If you’ve received any email correspondence from the casino or your bank that could help clarify the issue, feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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, I have sent you all the information via email.

Guten Tag, ich habe ihnen alle Informationen per email rüber kommen lassen.

Hello, the method used was bank transfer.

It was accepted from May 13th.

This is the transaction number:

GP628303722588

Unfortunately, no name of the bank or payment processor was mentioned.

I also have a payout of 1110 euros pending which was accepted but unfortunately did not arrive in my bank account.

However, this is from June 6th.

But actually, all payouts have always worked and were there immediately via express transfer... but these two transfers unfortunately didn't arrive, which is very strange. I think the problem lies with the payment processor.

The casino also said that they would not name the payment processor or send the transfer, and gave me the transaction number.

Guten Tag, als Methode wurde Bank Transfer genutzt.

Ab dem 13. Mai wurde es akzeptiert.

Dies ist die Tranksaktionsnummer: 

GP628303722588

Leider wurde kein Name der Bank oder dem Zahlungsabwickler genannt..

Ich habe auch noch eine Auszahlung von 1110 Euro offen die akzeptiert worden ist aber leider nicht auf mein Bankkonto ankam..

Diese ist allerdings vom 6. Juni..

Aber eigentlich haben jetzt immer alle Auszahlung sonst funktioniert und waren direkt da per Blitzüberweisung.. aber diese 2 Überweisungen sind leider nicht angekommen was sehr merkwürdig ist.. ich denke das das Problem beim Zahlungsabwickler liegt..

Das Casino meinte außerdem das sie den Zahlungsabwickler nicht nennen und die Überweisung auch nicht schicken und haben mir mir die tranksaktionsnummer gegeben..

Dear Vulkan Vegas Casino Team,

We kindly invite you to join the communication on this case and assist us in resolving the issue regarding the missing withdrawal.

Transaction number: GP628303722588

Amount: €610 (processed on May 13th)

Additional pending withdrawal: €1,110 (accepted on June 6th)

The player has informed us that their bank cannot trace the transfer with the transaction number alone and needs more detailed confirmation. Could you please provide additional information or a formal payment confirmation (e.g., transfer receipt or SWIFT copy) for GP628303722588, and clarify which payment provider or intermediary was used?

Thank you very much in advance for your assistance.

Dear tobias98

Sorry to hear you faced troubles with the withdrawal.

Can you please provide the IDs of the transactions? You can find them within "transactions" tab of your profile.

Regards

Hello, these are the two IDs of the transaction number:

082a3663-1336-4c81-8b74-1175650b71e6

31adff52-933b-4ba3-9fa7-4375c7705653

Guten Tag, dies sind die beiden IDs der Tranksaktionsnummer:

082a3663-1336-4c81-8b74-1175650b71e6

31adff52-933b-4ba3-9fa7-4375c7705653

Dear tobias98,

Thank you very much for providing the transaction IDs — that’s very helpful.

Could you please let me know if there have been any developments since your last message? For example, have you received any updates from the casino or any part of your withdrawal?

Your update will help us decide on the next steps.

Hello, the 1110 euros were successfully credited back to the player's account, but the 610 euros are unfortunately still outstanding. Regards

Guten Tag, die 1110 Euro wurden erfolgreich dem spielerkonto wieder zurückgebucht, aber die 610 Euro sind leider noch offen. Mfg

Dear Vulkan Vegas Casino Team,

The player has confirmed that while the €1,110 payout was returned to their casino account, the €610 withdrawal from May 13th is still missing.

Could you please review this case once more and investigate what might have happened with the missing transfer?

We greatly appreciate your assistance and hope this matter can be resolved soon.

Dear tobias98,

Thank you very much for your message.

We’re happy to hear that part of the funds has been recovered, and we’d also like to thank Vulkan Vegas Casino for their cooperation so far.

Regarding the remaining €610, please follow the casino’s instructions shared above: kindly contact your bank with the provided transaction details. If your bank is unable to trace the transaction, please upload a PDF statement showing all transactions between 10–17 May 2025, as requested.

Thank you in advance for your reply.

Hello, I contacted the bank using the number provided, but unfortunately they couldn't find anything under the number provided. I'm unable to upload a PDF file here, unfortunately, it doesn't work.

Guten Tag, ich hatte die Bank mit der Nummer kontaktiert aber diese konnte unter der genannten Nummer leider nichts finden.. ich kann hier leider keine pdf Datei hochladen.. es funktioniert leider nicht..

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear all,

The disputed transaction was declined, and the funds were returned onto player's account at

02.07.2025 16:57:40 (UTC).

Kind regards

Dear Vulkan Vegas Team,

Thank you very much for the update and for confirming that the disputed €610 transaction was declined and returned to the player’s account on 02.07.2025 at 16:57:40 (UTC).

• Could you please clarify what the player should do next in order to access or withdraw these returned funds?
• Is the amount currently visible in their balance, or does any action need to be taken from their side?

We’d appreciate your guidance so we can assist the player accordingly and bring this case closer to resolution.

Thank you in advance for your response.

Dear Petronela,

The player successfully received the funds at 10.07.2025 21:47:29 (UTC)

Kind regards

Dear kilku123,

Great news — Vulkan Vegas Casino has just confirmed that the €610 in question was successfully received to your account on 10.07.2025 at 21:47:29 (UTC).

• We’d like to kindly ask you to confirm whether the funds have indeed arrived on your side and if everything has now been settled to your satisfaction.

Many thanks again to the casino team for their cooperation, and thank you as well for your continued patience throughout the process.

Looking forward to your confirmation!

Dear tobias98,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru