Good day

This is the second time I've had the problem in no time.

On Sunday 2.5 € 20 transferred with Sofort Klarna. As always. The money was also debited immediately. Only the money was not immediately in my game account, including bonus money and free spins, as usual. Immediately contacted live chat. They said it could take 72 hours. It's already Friday and my money is still not booked. Can't be that with every deposit you have to worry about whether the money was transferred immediately and you can play immediately. Maybe you can help me

regards

Jürgen

Guten Tag

Habe jetzt zum zweiten Mal das Problem in kürzester Zeit.

Habe am Sontag 2.5 20€ mit Sofort Klarna überwiesen. Wie immer. Das Geld war auch sofort abgebucht. Nur war das Geld nicht wie sonst sofort auf meinem Spielkonto samt Bonusgeld und Freispielen. Habe sofort live Chat kontaktiert. Sie meinten k?nnte 72 Std dauern. Jetzt ist schon Freitag und mein Geld ist immer noch nicht verbucht. Kann doch nicht sein dass man sich bei jeder Einzahlung sorgen machen muss ob das Geld sofort transferiert wurde und man Sofort spielen kann. Vielleicht k?nnen sie mir helfen

Freundliche Grü?e

Jürgen

Dear Jürgen,

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

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 which 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.

Could you please forward any relevant communication between you and the bank along with the payment receipt to [email protected]?

As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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

Best regards,

Petronela 

Thank you very much, Jürgen, for the payment receipt. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's only a week now since the unsuccessful transaction (03/05/2021), I will set the timer for additional 7 days and if there's no development by Tuesday next week, we will intervene. Thank you very much in advance for your patience.

Many Thanks!!!

Vielen Dank!!!

Hello

Unfortunately nothing new. Money is not in the casino account although it has been debited for 2 weeks.

LG

Jürgen

Hallo

Leider noch nichts Neues. Geld ist nicht auf Casino Konto obwohl schon seit 2 Wochen abgebucht.

LG

Jürgen

Thank you very much, Jürgen, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Jürgen,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s deposit?

Dear Yogui1,

Would you please specify the ID of the transaction, that seams to be lost?

Thanks in advance!

Kind regards

Dear player,

I have just checked with the financial officer, can you confirm you have not requested a chargeback for this very transaction? Hence, we do not see the transaction/money on our side.

Kind regards

Dear Player,

We've checked with the payment provider. The specified transaction was not found. This means whether you provided us with a wrong transaction id/reference ID/ made a chargeback or the transaction was indeed unsuccessful.

I see previously you turned to our support re another transaction, and we could easily find/identify the money. But this one is definitely wrong.

I am sorry we were unable to help you.

Kind regards

Dear casino team

That really can not be. I can email you my entire financial report. Where's my € 20? The money has been properly debited. On 2.5. I almost only played with you and now something like that. Do not believe me? It can't be that difficult to understand that with Klarna. Do you think I'll pay another euro in if I don't even know if my money will be credited. Third time you fail to make the deposit. Everywhere it works differently. I paid in with Klarna as normal and didn't do anything wrong.

An annoyed customer

Liebes Casino Team

Das kann ja wohl nicht sein. Ich kann ihnen gerne per Email meinen ganzen Finanzreport zuschicken. Wo sind mein 20 €? Das Geld ist ordnungsgem?ss abgebucht wurden. Am 2.5. Habe fast nur bei euch gespielt und jetzt So Was. Glauben Sie mir nicht? Kann doch nicht so schwer sein das bei Klarna nachzuvollziehen. Denke sie ich zahle noch einen Euro ein wenn i chh noch nicht Mal weiss ob mein Geld gutgeschrieben wird. Dritte Mal das ihr es mit der Einzahlung nicht auf die Reihe bekommt. überall anders klappt es.Habe ganz normal einbezahlt mit Klarna und nichts falsch gemacht.

Ein genervter Kunde

Dear Player,

I checked again, there is no even a transaction attempt done from your side on 02.05.

Please kindly double-check your records.

Thank you in advance!

Dear Player,

Hence the time the financial officers spend for resolution of this issue is way more expensive, I've credited your account with 20 euros (no wagering requirement).

Kind regards,

Alexander

Thanks for solving the problem

LG

Jürgen

Danke für die L?sung des Problems

LG

Jürgen

Dear Jürgen,

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,

Viliam www.kpvfaw.com