Greetings Casino Guru team, on December 30, 2022 I made a deposit of $64 to the aforementioned casino, by the pichincha bank method, however, until today the deposit is not reflected in my VV account. The money was debited from my bank account and the payment status via safetypay reflects that the transaction was paid successfully (I know this information because I downloaded the pdf file and it shows me the link to access the payment status). I have contacted the casino support, however the only response they give me is to keep waiting and around 15 days have passed.

That's why I hope you can help me in my case, I can provide all the necessary information to help with the case.

I am grateful, waiting for a prompt response.

Saludos equipo de Casino Guru, el 30 de diciembre del 2022 realice un deposito de 64$ al casino antes mencionado, por el método de banco pichincha, sin embargo, hasta día de hoy el deposito no se ve reflejado en mi cuenta de VV. El dinero fue debitado de mi cuenta bancaria y el estado de pagoseguro via safetypay refleja que la transacción fue pagada con éxito (se este dato porque descargue el archivo pdf y me refleja el link para acceder al estado del pago). Me he contactado con el soporte del casino, no obstante la única respuesta que me dan es que siga esperando y ya han pasado alrededor de 15 días.

Por eso espero que me puedan ayudar en mi caso, Puedo facilitar toda la información necesaria que ayude con el caso.

Quedo agradecido, esperando una pronta respuesta.

Dear Danielch17,

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 might take up to 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,

Tomas

Dear Danielch17

Sorry you've faced issues. We can see the support team raised the ticket for the payment provider, and it's being looked at.

Your patience is appreciated.

Kind regards

Good morning, I will wait around 15 days for the month to complete, if I do not receive any news from the casino, I will comment again by this means. Something that I would like to emphasize, I made several deposit attempts on the VV page because my card rejected them, so it may be helpful to provide the ID number that appears on the VV page to which I made the payment. I remain attentive to any response in case it is necessary to pass the corresponding ID, thank you.

Buenos días, esperare alrededor de 15 días para que se complete el mes, sino recibo alguna noticia del casino, volveré a comentar por este medio. Algo que quisiera recalcar, realice varios intentos de deposito en la pagina vv porque por tarjeta me los rechazaba, por tanto quizás sea de ayuda proporcionar el numero de ID que me aparece en la pagina de VV a la cual yo realice el pago. Quedo atento a cualquier respuesta por si es necesario pasar el ID correspondiente, gracias.

Thanks for the reply to both parties.

I'll set the timer for additional 7 days.

Danielch17,

let us know if the transaction has been successful or not during this time.

Good afternoon, I inform you that the deposit is still not reflected in my VV account, I have been waiting patiently for almost a month and the VV casino has not contacted me either to give me any details, this matter is really starting to worry me, so I hope you will can solve my case.

Buenas tardes, informo que el depósito todavía no se ve reflejado en mi cuenta de VV, he estado esperando pacientemente durante casi un mes y el casino VV tampoco se ha comunicado conmigo para darme algún detalle, realmente este asunto empieza a inquietarme, asique espero se pueda resolver mi caso.

Thank you very much, Danielch17, for providing the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.  

Thank you very much for your help and attention so far, I will be aware of what happens.

Muchas gracias por su ayuda y atención hasta el momento, estaré al pendiente de lo que sucede.

Hello Danielch17,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Can you please provide an update on the status of the player's deposit?

Kind regards,

Tomas

Hello all,

Sorry, but the PSP has not yet provided the answer/checked the records. We are pushing this once again and hope for the soon resolution.

Kind regards

Dear Vulkan Vegas Casino,

Do you have any updates from the PSP? Thank you.

Kind regards,

Tomas

To this day, the deposit has not yet been made effective. Please, I ask that you understand my concern about my case, I know that it tells me to wait patiently, but a month and a half has passed, and I have not received any response from home. Please, I hope my case can be solved, thank you.

Hasta el día de hoy, el depósito no se ha hecho efectivo todavía. Porfavor, pido que entiendan mi preocupación sobre mi caso, yo sé que me dice que espere pacientemente, pero, ya ha pasado mes y medio, y no tengo respuesta alguna de mi casa. Porfavor, espero se pueda solucionar mi caso, gracias.

Dear Danielch17

I can see our staff pushed the PSP at least three times. Unfortunately in vain.

Here what we will do - we will credit this money onto your account, but when the money arrives from the transaction - please kindly notify us.

Thank you in advance!

Good morning, thanks to VV they have credited me with the corresponding balance, and as soon as the transfer arrives to my VV account I will let you know. Many thanks to Tomás who was also helping in the process, very kind.

Muy buenos días, gracias a VV me ha acreditado el saldo correspondiente, y apenas me llegue la transferencia a mi cuenta de VV les comunicaré. Muchas gracias a Tomás también que estuvo ayudando en el proceso, muy amable.

Dear Danielch17,

I'm glad to hear that you are satisfied with the resolution of this issue. Can we now consider the case closed?

I also want to thank Vulkan Vegas Casino for this gesture of goodwill.

Kind regards,

Tomas

Good morning, yes you can now close the case. I'm leaving satisfied with the resolution provided and many thanks for the help to everyone involved.

Buenos días, sí ya puede dar por cerrado el caso. Me voy satisfecho con la resolución proporcionada y muchas gracias por la ayuda a todos los involucrados.

Dear Danielch17,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas