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The problem is that on the 13th of November 2024 I have deposited 10 eur, 11 eur was deducted from my card and I have not been able to get this money ever since. I have contacted the support at least a dozen times since 13.11.2024 every time they tell me to wait from several hours to several business days for an answer in my email. That is every time I contact them since 14.11.2024, because when I contacted them on 13th they told me to wait 24 hours and then contact them. I have contacted my bank they said that vulkan Vegas has confirmed the transaction so they cannot cancel it.

Dear nikolastefanov78,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're experiencing with your deposit. To help clarify and assist you effectively, I have a few questions:

• You mentioned contacting the support multiple times without a clear resolution. Could you share any relevant communication from them, such as confirmation emails or responses from their team?
• You stated that Vulkan Vegas confirmed the transaction with your bank. Could you confirm the exact communication from your bank, and if possible, forward any related details or statements?
• According to the screenshots you provided, there appears to be a €10 transaction credited to your casino account. Could you please forward your bank statement showing the €11 deduction for further verification?

Your cooperation is crucial for us to move forward and resolve the issue. We need all relevant details and evidence to proceed with mediation and help you reach a solution. Without your input, we may not be able to take the necessary steps.

If you have any additional information or documents, please feel free to forward them directly to my email at petronela.k@casino.guru.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear nikolastefanov78

Sorry to hear about your issue.

Can you please specify the disputed transaction ID?

Regards

There is photos of everything you asked for since the messages to the support before 1st december are not available to be read on the vulkan casino customer support you can ask them if they can provide them. There are some of the chats after 1st of december every time i contact the support they tell me to wait several days since 13th November, as you can see it is 3rd of january 2025 today it has been a qhole lot than several business days

As you can see the date and the time on the unsuccessful deposit here is the transaction id : fa7b01fe-fb1e-43a7-83f3-f2dd564c6f8d

I have contacted icard bulgaria to send me the message and confirm that vulkan vegas confirmed the transaction when i get it sent to me i will upload it too. If you need something else i will upload it

Dear Vulkan Vegas Casino Support Team,

The player has already provided the requested transaction ID and other relevant details for the case.

Could you please confirm if there is anything else needed from the player’s side to process the withdrawal, or if there are any additional requirements?

Thank you for your cooperation.

Hello Petronela

We can indeed see the ticket was raised to PSP, but we did not get a resolution yet.

If by the end of the week, the money does not get credited onto the player's balance - casino will compensate on their own.

Regards

Hi nikolastefanov78,

Thank you for your patience while we continue to work on your case. As you can see I’ve received an update from Vulkan Vegas Casino, and they have confirmed that the ticket has been raised to their Payment Service Provider (PSP).

I will check back with you next week to ensure further progress. In the meantime, please feel free to reach out if you have any questions or additional information to share.

Thank you again for your patience, and I hope we can resolve this soon.

Thank you again for helping me to resolve this because it has been more than 2 months already and I couldn't get any help using their support even when I was insinsisted on getting connected to someone else they have banned me from using their support

And one more question when should I expect to receive the money since the casino's last response was if they aren't available in my balance till the end of the week, they will compensate on their own.

Hello,

The casino has credited the money.

Apologies for the inconveniences caused.

Regards

I have received the 11 euro in my balance so I guess the case is closed

Dear nikolastefanov78,

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 (link here). 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. 

Thank you very much, Vulkan Vegas Casino Team, for your assistance.

Best regards, 

Petronela

Casino.Guru