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Since June 25th I have requested a payout from the following Casino Vulkan.bet and now for the 6th time I only get a rejection instead of a processing of my payout. My account is already fully verified and I honestly don't understand such nonsense and procedures from customer service.

Ich habe seit dem 25.06 eine Auszahlung von folgenden Casino Vulkan.bet beantragt und kriege jetzt zum 6.Mal nur Ablehnung anstatt einer Bearbeitung meiner Auszahlung. Mein Konto ist schon vollständig verifiziert und ich verstehe ehrlich nicht solche Schwachsinn und Verfahren von dem Kundendienst.

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear Petronela,

what was annoying is that the KYC verification was carried out successfully. But the withdrawal is refused for the 6th time and the attitude of the customer service is just ridiculous. There is only delay from withdrawal and I don't understand why.

Liebe Petronela,

was nervte schon, ist doch, dass die KYC-Verifizierung zwar erfolgreich durchgeführt ist. Aber die Auszahlung wird zum 6.Mal abgelehnt und das Verhalten vom Kundendienst ist einfach lächerlich. Es gibt nur Verzögerung von der Auszahlung und den Grund dafür verstehe ich nicht.

I fully understand your frustration, rad234. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear rad234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hey guys,

So there are still 3 transactions that are not paid out to my account at all. Customer service just begs me for patience which it annoys me. Also, I wanted to say something about it. So I wanted to set a limit in the account as my gaming ratio was a threat to me. This was simply rejected and caused me a loss of 2000 euros. It's honestly the most skeptical and comedy casino I've seen alive. What do you recommend me to do about it?

Hey Leute,

Also gibt es immer noch 3 Transaktionen, die gar nicht auf mein Konto ausgezahlt sind. Der Kundendienst bietet mich einfach um Geduld, was es mich nervt. Zudem wollte ich noch dazu sagen. Also wollte ich einen Limit im Konto setzen, da mein Spielverhältnis eine Gefahr für mich stellte. Dies würde einfach abgelehnt und hat mich einen Verlust i.H.v 2000 Euro verursacht. Es ist ehrlich der skeptische und kommische Casino, den ich am Leben gesehen habe. Was empfiehlt ihr mir zu tun dagegen

the original amount is 4200 euros in total, of which 1600 euros have been paid out. 600 left open and 2000 just lost because of this rejected limit. I honestly ask for your help as I am speechless

insgesamt ist der ursprünglich Betrag 4200 Euro, davon sind 1600 Euro ausgezahlt. 600 offen geblieben und 2000 wegen dieses abgelehnten Limits einfach verloren sind. Ich bitte ehrlich um eure Hilfe, da ich sprachlos darüber geworden bin

Could you please advise, rad234, when did you request loss limit? Please forward any relevant communication to petronela.k@casino.guru. Thank you in advance.

I have sent you an email with all the details described in detail. I'm simply asking for justice, because such procedures just sucks, especially when they are assumed to be stupid. As mentioned in the email, I applied for the loss limit of 10 euros and the betting limit also for 10 euros, both on 03.07. But it was canceled for some secret reason. I just wanted to make sure my money is safe as I have a bit of an issue with my gaming balance.

Ich habe Ihnen eine Mail, wo alle Details genau beschrieben sind, geschickt. Ich bitte einfach um die Gerichtigkeit, weil solche Verfahren einfach nervt, besonders wenn jene als dumm angenommen ist. Wie in die Email erwahnt ist, habe ich den Verlustlimit in Höhe von 10 Euro und Einsatzlimit auch fur 10 Euro beide am 03.07 beantragt. Es wurde aber aus irgendwelchen geheimlichen Grund abgesagt. Ich wollte nur sicherstellen, dass mein Geld safe ist, da ich bisschen Störung mit meinem Spielverhältnis habe.

Thank you, rad234, for your email. Could you please confirm that the remaining balance in your account is €200 x 3 and we have no supporting evidence that loss or wager limits have been requested?

Hey i confirm that the remaining balance is 200€ x 3 and i sent you an email separetely with the chat transcript i could get where the employee of the customer support confirms that the limit request was rejected. Could you please confirm me that you received the email under mailto:petronela.k@casino.guru ?

Hello folks,

I'm still waiting for an answer because I didn't get an answer by email or a message from you here in the forum. And so I wanted to know if there was anything new on the case

Many greetings,

rad234

Hallo Leute,

ich warte immer noch auf eine Rückmeldung, da ich weder eine Rückantwort per Email noch eine Mitteilung von euch hier im Forum gekriegt habe. Und so wollte ich wissen, ob was neues über den Fall gibt

Viele Grüße,

rad234

Thank you, rad234, for your reply. Could you please advise what limit has been requested on the 27th of June and how much was the wagering limit requested on the 4th of June? Looking forward to hearing from you.

Hello everyone,

so i applied 10€ as loss limit and bet limit per day. The €600 didn't arrive at all and the response from customer service is just ridiculous. So I ask for an intervention from you as soon as possible

Hallo Zusammen,

so habe ich 10€ als Verlustlimit und Einsatzlimit pro Tag beantragt. Die 600€ sind überhaupt gar nicht angekommen und die Antwort von dem Kundendienst ist einfach lächerlich. So bitte ich um einen Eingriff von euch schnellstmöglich

Thank you very much, rad234, for your reply. I can see that loss and wagering limits were requested to be set to €10 (the date is not visible).

I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi rad234,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Vulkan.bet Casino to reply to this complaint. We are extending the timer by 7 days.  

Hello everyone.

First of all, rad234, we are sorry to hear that you've experienced problems with our casino.

Secondly, we can confirm that the withdrawal requests were confirmed by Casino, but got stuck on the payment provider's side. After contacting the PSP, the requests were able to proceed.

The account does not have any active/pending withdrawal requests. All the money was paid out.

Dear rad234, please let us know if the money was received in full?

Also, kindly inform us if you suffer from the gambling addiction.

Thank you in advance!

Best regards,

Vulkan.bet

Hi rad234,

please, could you confirm the casino statement?

Hello, everyone,

well it is really very annoying that Vulkan.bet is not telling the truth. I informed customer service on 07/03 that I want to set a betting limit and loss limit both for €10. Unfortunately, this was canceled between July 3rd and July 5th, without any specific reason being given to me. So now I am asking for a compensation of 3500€ for the loss 2000€ + the lost time that the casino caused me even though they knew my gambling addiction. Casino Guru please do not believe such statements as they are in no way based on reality.

Many greetings,

rad234

Hallo zusammen,

na es ist wirklich sehr ärgerlich, dass Vulkan.bet nicht die Wahrheit erzählt. Ich habe am 03.07 den Kundendienst informiert, dass ich einen Einsatzlimit und Verlustlimit beide für 10€ setzen will. Dies war leider zwischen den 03.07 und den 05.07 abgesagt, ohne dass mir einen konkreten Grund mitgeteilt würde. So frage ich jetzt nach eine Entschädigung i.H.v 3500€ für den Verlust 2000€ + die verschwundene Zeit, dass das Casino mich verursacht hat, obwohl die meine Spielsucht wussten. Casino Guru bitte glaubt solche Aussagen nicht, da es auf gar keinen Fall die Realität darstellt.

Viele Grüße,

rad234

Dear Vulkan.bet Casino team,

thank you very much for your cooperation. Please, could you explain the whole situation that occurred?

Dear rad234

One final clarification question - have you received the confirmation the limit was applied?

Thank you in advance!

Kind regards

Hello everyone,

i'm just asking you vulkan.bet could you just for once be honest and tell the truth and stop saying wrong things that doesn't reflect the reality ? So first to set a limit you have to go through the customer support and send them a request and wait for a reply. That was my case around the 3rd-4th

of July where i requested for a wagering limit and loss limit both respectively for 10 Euro even your employee confirmed me the rejection from the administration side without a concrete reason via chat so you'll see the proof as screenshot of the chat. So just check the history of chat transcript you'll see that i requested between the 3rd and 4th of july the limit and between the 3rd and the 5th of july it was rejected. And i would like to mention that never ever you send a confirmation about limit application so please can you just stop lying for once that complicates the situation for you and won't help because all evidence are against you now. As i told you before i'll be looking to get the loss 2000 Euro + 1500 Euro as compensation for the time loss too because you just knew that i had a gambling disorder you misused it to make me loose all the money and all of this because you were simply reporting the execution of the payment due to injustified reasons.

Best regards,

rad234

Hello Jozef

We've investigated the case.

Indeed, the player requested to apply a limit, but the request was not completed on the casino side.

On the other hand, the player never received a confirmation, that the limit was applied.

Dear Jozef, what are your (and Casino Guru) suggestions re this case?

Thank you in advance!

Kind regards

Dear Vulkan.bet Casino team.

Thank you very much for your cooperation. Before I make any suggestions, I have additional questions.

Please, could you explain why the player's attempts to withdraw were continuously rejected? Could you also specify why his requests to limit were rejected? What was the time frame between the first request to limit his losses and the period he lost the disputed amount?

Dear Vulkan.bet Casino team.

I believe you have missed two questions. Please, could you explain why the player's attempts to withdraw were continuously rejected? Could you also specify why his requests to limit were rejected? It would help me to better understand the case.

Hey, Josef

There are many reasons why the transactions were rejected, the most common ones are:

1) The player's balance got lower than the requested withdrawal amount

2) The transaction was declined by the PSP

3) The transaction was declined due to document request

4) Player cancelled the request on his own

That is why we asked if there was a specific transaction ID to provide a specific reason for decline.

The request to apply the limit was not delivered by the support operator to the executor. That is the reason.

Should you need any more info - we will be happy to assist.

Best regards

I am extending the timer by 7 days because of further examination of the case.

Dear rad234

We've finalized the investigation.

The Company has credited your account with 2000 EUR, the gambling/deposit limit was applied.

We kindly ask you to make a withdrawal request ASAP, afterwards the account will be blocked on the permanent basis.

Kind regards

Dear rad234,

may I kindly ask you to confirm?

Hello Jozef,

well first of all i would like to thank you from the bottom of my heart for the whole support you provided during the whole process. So now i opened the account and still there's nothing credited as you can see below the screenshots

should i contact the customer support about this matter or how exactly would the amount be credited ?

Best regards,

rad234

Hey rad234

Please kindly double-check now.

Kindly re-login please.

Thank you!

Dear Vulkan.bet Casino Team,

i would like to confirm that my casino account got credited with 2000€. I requested the withdrawals out of 5 transactions i got 4 transactions paid out which means a total of 1600€. 400€ is still missing right now. And regarding my account i have no longer access. So i‘ll be looking forward to get a confirmation about the last pending 400€.

Yes, we can the last withdrawal was declined.

We are kindly asking you to make another withdrawal request.

Thank you!

Best regards

Hello again,

so i requested the last payment looking forward to get a confirmation about the withdrawal.

Hello, according to our records, the player received all the money.

Kind regards

Hello,

i confirm the reception of the withdrawals in amount of 2000€ and the closure of my casino account by vulkan.bet

best regards,

rad234

Hi rad234,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef