Vulkan Vegas Casino - Igrački račun je zatvoren i isplata je odložena.

Good day

I have fully verified my identity with you, although this process has already taken an unusually long time and has been delayed several times. You have also confirmed these delays to me.

After completing the verification process, I requested a payout of my balance. This process was also significantly delayed. Ultimately, only a partial payment of CHF 380 was transferred. The remaining amount of CHF 4610 was neither paid out, debited from my account, nor reserved.

I was subsequently informed that I had continued playing and therefore the remaining balance had been canceled. This explanation is incomprehensible to me, as I repeatedly and clearly requested a payout. Furthermore, the balance was never secured or blocked.

Due to the repeated delays and the lack of safeguarding of my funds, I have suffered financial losses. I have the impression that the delay in payment was a deliberate attempt to prevent me from receiving my full winnings.

I hereby request that you immediately pay me the outstanding amount of 4610 CHF.

Should this not happen promptly, I will be forced to take further steps.

They have blocked me as of today!

She says max 5 days, but then it's only 8.4, which doesn't match the terms, especially since I've already tried it x times before without success, it was always cancelled.

Kind regards

Guten Tag 

Ich habe mich bei Ihnen vollständig verifiziert, wobei dieser Prozess bereits ungewöhnlich lange gedauert hat und mehrfach verzögert wurde. Die Verzögerungen wurden mir Ihrerseits auch bestätigt.

Nach Abschluss der Verifizierung habe ich die Auszahlung meines Guthabens beantragt. Auch dieser Prozess wurde erneut erheblich hinausgezögert. Schlussendlich wurde lediglich ein Teilbetrag von 380 Fr überwiesen. Der verbleibende Betrag von 4610 Fr wurde weder ausbezahlt noch von meinem Konto abgebucht oder reserviert.

Nachträglich wurde mir mitgeteilt, ich hätte weitergespielt und deshalb sei der Restbetrag storniert worden. Diese Begründung ist für mich nicht nachvollziehbar, da ich wiederholt und klar die Auszahlung verlangt habe. Zudem wurde das Guthaben zu keinem Zeitpunkt gesichert oder blockiert.

Durch die wiederholten Verzögerungen und die fehlende Sicherung meines Guthabens ist mir ein finanzieller Schaden entstanden. Ich habe den Eindruck, dass durch das Hinauszögern der Auszahlung bewusst verhindert wurde, dass ich meinen vollständigen Gewinn erhalte.

Ich fordere Sie hiermit auf, den ausstehenden Betrag von 4610 Fr umgehend an mich auszuzahlen. 

Sollte dies nicht zeitnah erfolgen, sehe ich mich gezwungen, weitere Schritte einzuleiten.

Sie haben mich nun seit heute blockiert!

sie sagt Max 5 Tage, dann aber erst 8.4 das stimmt nicht mit den dedinhungen zumal ich es schon vorher x mal versucht habe ohne Erfolg es wurde immer wieder storniert.

Freundliche Grüsse

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Dear Pinguin,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you as well for providing the screenshots — they are very helpful. From what I can see, your account appears to be fully verified, and multiple withdrawal attempts were marked as "declined," while your balance was still available for play. I also noticed the communication from the VIP manager regarding processing times, which seems to contradict your experience.

In order for us to better understand what exactly happened and how the remaining balance was handled, I would like to kindly ask you to clarify a few important points:

• After your withdrawal requests were declined, did the funds return back to your playable balance, and did you continue playing with them afterward?
• Can you please confirm whether the remaining CHF 4,610 was played down, or was it removed/voided by the casino without being played?
• Could you please provide any additional communication (emails or chat transcripts) where the casino explains why the withdrawals were repeatedly declined?
• You mentioned your account has now been blocked — did the casino provide any official reason for this action?

If you have more detailed evidence (especially full transaction history or communication with the casino), you can upload it here or 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