Vulkan Vegas Casino - Hráčův vklad nebyl nikdy připsán na jeho účet.

Hello! I made a deposit to this casino through a bank card. The account was created a long time ago (somewhere in the beginning of 2020 or 19).

He did not enter and I immediately contacted the online chat. To which I was told that I needed to wait "sent a request to the payment system. Please wait a little longer." And this is how they have been answering me since November 21st. It's been about 24 days. All answers from them are template. Please solve the problem. In the certificate of the operation, I specially painted over the data. I can send you the original

Здравствуйте! Сделал депозит в данное казино через банковскую карту. Аккаунт был создан давно(где-то в начале 2020 или 19 года).

Он не поступил и я сразу обратился в онлайн чат. На что мне ответили что нужно подождать "отправили запрос в платёжную систему. Подождите ещё немного". И вот так они уже мне отвечают с 21 ноября. Прошло порядка 24-х дней. Все ответы от них шаблонные. Прошу решить проблему. В справке об операции специально закрасил данные. Оригинал могу вам выслать

Dear hynix3000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Kristina

Dear hynix3000

Sorry you've faced issues.

We'd like to confirm, that the ticket was raised to the PSP and we are pushing its resolution.

Your patience is appreciated.

Kind regards

Christina, you understand that 23 days have already passed since the deposit. The same answers according to the template. Casinos with a reputation of 9.6 cannot solve my problem with a deposit for such a long period. I had a completely different opinion about this casino

Кристина, вы же понимаете что уже прошло 23 дня с момента депозита. Одни и те же ответы по шаблону. Казино с репутацией 9.6 не могут решить за столь долгий период мою проблему с депозитом. Я был совсем другого мнения об этом казино

Dear hynix3000

Can you please confirm you were in Finland while making a deposit?

Thank you in advance!

Kind regards

I'm from Russia. Perhaps it shows this way because of the tunnel (vpn), since there is no direct access without it.

Я из России. Возможно так показывает из-за туннеля(впн), так как доступа прямого нет без него.

I saw in the rules about VPN. But initially I went without vpn through a mirror site. But then it stopped working and I was forced to use vpn, because there was no other way to access the site. VPN used to go to the casino site. I see no reason to confiscate a deposit that hasn't even been credited yet.

Я увидел в правилах про VPN. Но изначально я заходил без впн через сайт-зеркало. Но потом он перестал работать и я был вынужден использовать впн, так как по-другому больше не зайти на сайт. VPN использовал для того чтобы зайти на сайт казино. Не вижу причин конфисковать депозит, который ещё даже не зачислен.

Dear hynix3000

We are trying to find out the reason the PSP did not credit your deposit.

Kind regards

29 days have passed and you can't find out everything

29 дней прошло и вы всё выяснить не можете

Hello everyone,

Thank you both for your replies.

hynix3000, please note that I didn't say that crediting your deposit should take 30 days. I said that you should contact your payment provider and their investigation takes approximately 30 days. Could you please advise if you have already got in touch with the payment provider as I suggested last week?

With which payment provider? I do not know him. Vulcan casino specialists are trying to solve the problem, but tomorrow it will be 30 days since I contacted them. Sent them a check for the operation

С каким платёжным провайдером ? Я не знаю его. Специалисты казино вулкан пытаются решить проблему, но завтра уже будет 30 дней, как я обратился к ним. Отправил им чек операции

It has been 33 days since the deposit. Nothing was done. Only useless template answers like "Wait a little more, the problem will be solved soon." Casino don't give a damn about my problem

Прошло 33 дня с момента депозита. Ничего не было предпринято. Только бесполезные шаблонные ответы по типу "Подождите ещё чуть чуть, скоро проблема будет решена". Казино наплевать на мою проблему

So what ? How much longer do I have to wait? Did I make a deposit in order to wait for it for more than 35 days?

This casino does not deserve such a high rating.

Ну и что ? Мне сколько ещё ждать ? Я депозит делал для того чтобы ждать его больше 35 дней ?

Не заслуживает это казино такой большой оценки.

Time is up and they don't care about my complaint. And they won't charge a deposit. 36 days have passed. During this time, nothing has changed. Only template answers, like this one .

Время вышло, а им наплевать на мою жалобу. И депозит они не будут зачислять. 36 дней прошло. За это время ничего не изменилось. Только шаблонные ответы, по типу этого.

hynix3000, you need to contact your bank.

I'm telling you. I have already contacted the bank. There will be no refund as the transaction was successful. I completely disagree with tech support's answer. There is no evidence from them. . I waited 37 days for someone to answer me like this? It looks like a scam from the casino

Я же вам говорю. В банк я уже обращался. Возврата средств не будет, так как транзакция прошла успешна. Я полностью не согласен с ответом технической поддержки. Нет ни единого доказательства с их стороны. . Я ждал 37 дней что бы мне вот это ответили ? Это похоже на обман со стороны казино

That's all? The casino will not be punished for this?

На этом всё? Казино за это не будет наказано ?

Could you please forward me any written confirmation (such as an email or a letter) from your bank that the transaction was processed successfully from their side? Please note that this evidence is essential for us to proceed with this case as the deposit receipt is not sufficient. My email address is kristina.s@casino.guru.

Sent to you by mail

Отправил вам на почту

Christina, did you receive my letter?

Кристина, вам поступило моё письмо ?

Dear Vulkan Vegas Casino,

Could you please let us know if there has been any news regarding this issue?

Hello all,

The payment provider confirmed that the disputed transaction was never received by the Casino/Payment provider.

Kind regards

Why should I believe in the word? Not a single piece of evidence from you. My money was debited from the card and I provided a certificate of the operation

Почему я должен на слово верить ? С вашей стороны ни единого доказательства. У меня деньги списаны с карты и справка об операции я предоставлял

Thank you very much, hynix3000, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks Christina for your help! The casino has already sent me a letter twice that, according to the payment provider, they have not received a deposit. But I haven't seen a single piece of evidence. They ignored it for a very long time and judging by the complaints of customers, the casino often does not behave nicely with its customers (delays withdrawals, blocks for vpn). In every possible way interfere with the normal game. My deposit has not been credited to the casino balance for more than a month. That's horrible

Спасибо Кристина за вашу помощь! Казино мне уже два раза прислало письмо, что со слов платежного провайдера, им депозит не поступал. Но я не видел но единого доказательства. Они игнорировали очень долго и судя по жалобам клиентов, казино часто поступает не красиво со своими клиентами(задерживает выводы, блокируют за впн). Всячески препятствуют нормально игре. Мой депозит уже больше месяца не был зачислен на баланс казино. Это ужас

Dear hynix3000,

I have looked at your case and understand the situation. I'm taking over your complaint.

Dear Vulkan Vegas Casino team,

Is it possible that there was some sort of technical problem causing the issue? Based on the evidence from the player, it seems that the deposit took place and that the transaction was successful. There must be a way to find out what happened to the deposit, right? Or could there be another explanation for this?

Everything went well on my end. But the casino administration says something else. I called the bank and asked what happened to the transaction. I was told that it was successful

С моей стороны прошло все удачно. Но администрация казино говорит и другом. Я звонил в банк и спрашивал что с транзакцией. Мне ответили что она прошла успешно

Hello all,

1) We received a firm confirmation (multiple times) from the PSP, that the transaction is not recognized and VulkanVegas never received the deposit.

2) The owner of the account at VulkanVegas is First Name: Ilya Last Name: Pek**eev

The owner of the card is a 3rd party - Zinaida P. (Proof of payment, provided by the player)

This breaches not only Casino T&Cs, but the Visa/MC regulations. Also brings up the inconsistencies.

Sorry, we were not able to help with this case.

Kind regards

There is no evidence that the deposit was not received. Let them return the money

Нет ни единого доказательства, что депозит не поступил. Пусть возвращают деньги

Dear hynix3000,

Could you please explain the situation a little? Who made the deposit into your account?

I made the deposit, but I used my relative's card. Yes, I broke the rules, but let them return my deposit

Депозит внёс я, но я использовал карту своего родственника. Да, я нарушил правила, но пусть вернут мой депозит

Dear hynix3000,

I'm afraid I won't be able to help you with this one. When I look at the screenshots you forwarded, I can't really tell if the money was sent to the casino. Secondly, the casino never received that amount and lastly, it wasn't even sent from your own account which makes the whole situation even more complicated. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter