Vulkan Vegas Casino - El jugador tiene problemas con los retiros.

Dear Sir/Madam,

On 06/12/23, I initiated a withdrawal of 4000€. As far as I'm aware, I am already viewed as a verified account holder (I've been playing at your casino for a long time and have successfully completed withdrawals in the past). However, I am now being asked for proof of income which has led to my withdrawal being marked as failed. The problem is, only 2500€ has been recredited to my account, not the full 4000€. I had a chat with one of your operators who claimed that 1500€ had been deducted as compensation. His justification was that supposedly on 11/11/23, 1500€ was credited to my account for a transaction that apparently failed on 06/12/23. But the timeline he proposed doesn't make sense.

Sehr geehrte Damen und Herren,

am 06.12.23 nahm ich eine Auszahlung in Höhe von 4000€ vor. Ich bin eigentlich bereits als überprüfter eingestuft (spiele schon sehr lange in dem Casino und habe auch Auszahlungen erfolgreich abgeschlossen). Nun wird ein Lohnnachweis gefordert, weshalb die Auszahlung als fehlgeschlagen gekennzeichnet ist. Jedoch wurden meinem Konto nur 2500€ wieder gutgeschrieben. Ich habe bereits mit einem Mitarbeiter gechattet. Dieser behauptet, dass 1500€ als Entschädigung abgezogen wurden. Die Begründung sei, dass mir am 11.11.23 angeblich 1500€ gutgeschrieben wurden, für eine Transaktion, die am 06.12.23 fehlgeschlagen ist. Hier stimmt die Aussage allein wegen der zeitlichen Reihenfolge nicht.

Dear Rsagichnicht,

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 you wanted to deposit €1,500, it wasn't deducted from your bank account, yet the casino credited this amount to your casino account and let you play with it? If that is the case, I don't see any issue with the casino deducting this amount from your winnings.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Dear Rsagichnicht

Sorry you've faced issues. Can you please let us know your account ID in order to investigate, since we were unable to find your account via e-mail provided within the complaint.

Regards

Hello everyone,

Thank you both for your replies.

Rsagichnicht, could you please provide the information required by the casino?

Dear Rsagichnicht,

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.

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.