Vulkan Vegas Casino - Se ha reducido el monto de retiro del jugador.

Dear Casino Guru Team,

Today, I was fortunate at the following casino and requested a withdrawal of €700. The withdrawal was processed via Tether ERC20 and was very swift, arriving in my account just one hour later.

However, instead of receiving €700, I only received €626. When I chatted with the customer service representative, she informed me that a currency conversion to USD was conducted, resulting in the lesser amount. According to the transaction history (which is attached), I only received a USD amount of 680 dollars or 679.73 USDT (proof attached). Currently, the conversion rate is 1€ to 1.0805 USD, so they should have sent me 756 USD to equal the 700€ withdrawal. I contacted support about this, and they subsequently ended the chat.

VulkanVegas Transaction ID: f96fce67-a40b-4f31-88f0-9d00f22a78ce

Transaction Hash of the USDT transfer to my account: 0xb27f5e670e8ed71c171699fa31983a5fa525633fb929f180ac6f30ae9324ceb3 (etherscan.io)

I kindly ask for help, as I find it absolutely unreasonable to withhold €75 like this. I have played at this casino for a long time and enjoyed it, but this has truly put me off.

Sehr geehrte Casinoguru- Team,

Ich hatte bei folgenden Casino heute Glück und habe eine Auszahlung über 700€ getätigt. Die Auszahlung ist per Tether ERC20 erfolgt. Die Auszahlung wurde auch sehr schnell bearbeitet und war bereits 1 Stunde später auf meinem Konto.

Jedoch wurde mir anstatt den 700€ nur 626€ überwiesen. Als ich mit dem Chat geschrieben habe, hat die Dame darauf verwiesen, das diese eine Währungsumrechnung ins USD durchgeführt habe und aufgrund dessen es weniger wären. Laut der TransaktionHistorie wurde (als Anhang beigefügt) wurde mir nur ein USD Wert in Höhe von 680 Dollar also 679,73 USDT geschickt (Nachweis anbei). Der Unrechnungskurs liegt zurzeit bei 1€ zu 1.0805 USD also hätten sie mir eigentlich 756 USD schicken müssen um den Gegenwert von 700€ auszuzahlen. Darauf habe ich den Support angeschrieben, der daraufhin den Chat beendet hat.

TransaktionsID Vulkanvegas: f96fce67-a40b-4f31-88f0-9d00f22a78ce

TransaktionsHash der USDT Sendung an mein Konto: 0xb27f5e670e8ed71c171699fa31983a5fa525633fb929f180ac6f30ae9324ceb3 (etherscan.io)

Ich bitte um Hilfe, den ich finde es eine absolute Frechheit hierbei einfach 75€ einzubehalten. Ich habe lange und gerne bei diesem Casino gespielt, aber das hat mich

echt abgeschreckt.

Dear saschakevinjacobs,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you made withdrawals through Tether in this casino before, and if a similar conversion rate was applied?

Could you kindly forward me the communication between you and the casino customer support regarding the transaction fees? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Have you seen any information regarding the transaction fees when you submitted your withdrawal request?

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

Best regards

Veronika

Dear saschakevinjacobs

Thank you very much for your message!

We are sorry you faced the issues like that.

We've contacted the PSP re this, but regardless - this is not your problem.

Indeed, there may be a charge for conversion (esp double conversion) but definitely not in this amount.

We have credited your account with 75 euro.

Sorry for inconveniences caused.

Kind regards

Dear Veronika, thank you for taking on the case. The €75 has been credited back to me and I will now pay it out via the normal method (bank transfer).

@Vulkanvegas: Thank you for the quick solution to the problem. I am aware of transaction costs (due to sending cryptocurrency) for this withdrawal method (although these are not shown on your website), but they have always been within the usual range of around €5.

Liebe Veronika, danke das Sie sich dem Fall angenommen haben. Die 75€ wurden mir wieder gutgeschrieben und ich werde diese jetzt über den normalen Weg ausbezahlen (Banküberweisung).

@Vulkanvegas: Danke für die schnelle Lösung des Problems. Transaktionskosten (aufgrund der Sendung von Kryptowährung) bei dieser Auszahlungsweise sind mir bewusst (obwohl diese nicht auf Ihrer Website ausgewiesen werden), jedoch haben die sich immer in einem üblichen Rahmen von um die 5€ bewegt.

Dear Vulkan Vegas Casino representative,

Thank you for reaching out to us and for resolving the player's issue so promptly. Your assistance is greatly appreciated, and I'm sure the player will be pleased with the outcome.

Dear saschakevinjacobs,

I am glad to hear that the disputed amount was returned to your account. Is there anything else I can assist you with? Please let me know.

Dear saschakevinjacobs,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru