Vulkan Vegas Casino - プレイヤーの入金が遅れています。

Hello, good day,

Yesterday on 02/04/25 at around 12/13, I deposited €400, and the money is still not in my player account. Today is already 02/05/25, and the money is still not there. I contacted support, but there is no proper response; over 20 hours have passed, yet still awaiting. Once the money arrives, a withdrawal will be made. Not a cent more will be spent in this mysterious casino.

I verified my account, and it was approved, but a week later, after I requested a withdrawal, they asked me to verify again.

It would be great if you could take action. I also have evidence, like chat logs or transfers, to send, but somehow it's not working.

Hallo guten Tag

hatte gestern am 04.02.25 ca gegen 12/13 Uhr 400€ eingezahlt das Geld ist immer noch nicht auf meinem Spieler Konto. Heute ist schon der 05.2.25 das Geld ist immer noch nicht da habe den Support geschrieben da gibt es auch keine richtige Antwort als warten über 20 Stunden sind rum aber trz warten, sobald das Geld kommen sollte wird eine rückauszahlung getätigt in diesem misterösen Casino wird kein Cent mehr ausgegeben.

dann hab ich mich noch verzifiert dann stand da genehmigt 1 Woche später sie müssen sich verzieferien nach dem ich eine Auszahlung beantragt habe.

es wer schön wenn sie was unternehmen könnten, habe auch Beweise wie chatverläufe oder Überweisungen zu senden irgend wie geht das nicht.

Dear Ysno,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your deposit.

To better understand the situation, could you please provide the following details?

• A payment receipt or confirmation from your payment provider showing the transaction.
• The transaction ID number of your deposit.
• The method you used to deposit the €400 (e.g., bank transfer, credit card, e-wallet).
• Any response you received from the casino’s support team regarding this issue.

It's important to note that when a deposit is delayed, it is not always solely the casino's responsibility. The payment provider also plays a role in processing the transaction, and sometimes delays can occur on their side. That’s why we need to determine exactly where the money is stuck—whether it was successfully processed by your provider and sent to the casino, or if there was an issue along the way. Your cooperation in providing the requested details will help us move forward with this case and determine the next steps.

You can forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Ysno

Sorry to hear about your issue.

Can you please specify the disputed transaction ID?

Thank you for cooperation!

Regards

Dear Ysno,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.