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Last Sunday, I deposited 500 Euros, which was immediately withdrawn. However, this money was never credited to my customer account. The deposit was rejected. I never got my money back.

Ich habe letzten Sonntag 500 Euro eingezahlt , wurde auch sofort abgebucht . Das Geld wurde nie meinem Kundenkonto gutgeschrieben. Einzahlung abgelehnt. Das Geld hab ich nie wieder bekommen.

Dear claudiareinheimer,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear claudiareinheimer,

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.

The money was debited from me and my bank informed me that it was a technical problem with the casino. I have deposited several times and never had any problems. My bank says it quite clearly

that the casino can never transfer the money back

Das Geld wurde bei mir abgebucht meine Bank teilte mir mit das es ein technisches Problem seitens des Casinos ist . Ich habe schon öfters eingezahlt und nie Probleme gehabt . Meine bank sagt klipp und klar

das das Casino nie das Geld zurück überweisen kann

I'm being held up by the casino, waiting for my money

I still do

Ich werde vom Casino hingehalten , auf mein Geld warte

ich immer noch

Dear claudiareinheimer

Thank you for your patience.

The issue will be resolved within 4 hours.

Please kindly confirm when you get the money.

Best regards

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

Dear claudiareinheimer,

Could you please confirm that your deposit was successfully credited to your casino account already? Thank you in advance.

good afternoon, yes money has been credited, thank you

guten Tag , ja Geld wurde gutgeschrieben , danke

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, claudiareinheimer, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru