I received two payouts but they never arrived in my account. I've been waiting for my money since May 15th and my bank has told me that they can't do anything with the payout details and that nothing has arrived yet. I hope you can help me get the money.

Es wurden mir zwei Auszahlungen gemacht die aber nicht auf mein Konto drauf kamen warte schon seid 15mai auf mein Geld und mein Bank hat mir mitgeteilt das sie so mit den Auszahlungsdaten nix anfangen kann und auch bisher nix angekommen ist.Ich hoffe Sie k?nnen mir hier weiterhelfen das ich das Geld bekomme.

Dear Andredittmer,

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

To better understand the situation and assist you effectively, could you please clarify the following:

• On which dates were the two payouts processed by the casino, and what were the respective amounts?
• Have you received any confirmation emails or transaction IDs from the casino for these payouts? If so, please provide those details.
• Which payment method did you use for the withdrawals (e.g., bank transfer, e-wallet, etc.)?
• Have you contacted the casino’s support team regarding the missing funds? If yes, what was their response?

If you have any related communication or payout confirmations, feel free to forward them to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

They just say the bank should give me a confirmation that the money didn't arrive, but my bank says they can't do anything with the data they sent because there should be a transfer confirmation and they don't want to send that out, so I've reported it here now and hope they can help me further.

Die sagen nur die Bank sollte mir eine Best?tigung darüber machen das die nicht an gekommen sind aber meine Bank meint mit den Daten was die geschickt haben k?nnen die nix anfangen weil es müsste eindeutig eine überweisung Bescheinigung geben und das wollen die nicht raus schicken bzw raus geben deswegen habe ich das hier jetzt gemeldet hoffe das sie mir dann hier weiter helfen k?nnen

Hi,

Thank you for your detailed reply and for sharing the transaction information.

To proceed with our investigation, could you please confirm the following:

• Have you received any official payout confirmation or proof of transfer from the casino, such as a payment receipt, SWIFT confirmation, or a detailed transaction statement showing that the funds were successfully sent from their side?
• If not, did you request this from the casino? If yes, what was their response?

Your bank is correct in requiring proper transfer documentation to initiate any internal tracing procedure, and it’s typically the sender’s responsibility (in this case, the casino) to provide proof that the payment was completed.

If the casino has provided any documents or screenshots confirming the transfers, please forward them to [email protected].

Thank you in advance for your reply.

No, I didn't get that from the casino

Nein das habe ich nicht bekommen vom casino

I only got what I sent from the casino

Habe nur das bekommen vom casino was ich gesendet habe

Hello Andre,

As I've told you several times. They have to file a request for further investigation!

They certainly didn't transfer anything.

I can't give you any confirmation of this!!!

Hallo Andre,

wie es Dir schon mehrmals gesagt habe. Die müssen einen Nachforschungsantrag anbinden stellen !!!!

Die haben mit Sichetheit nix überwiesen.

Ich kann dir dazu keine Best?tigung ausstellen !!!

Dear Vulkan Vegas Casino team,

I'm reaching out on behalf of player Andredittmer, who has been waiting for two payouts (€200 on 14/05/2025 and €280 on 15/05/2025) that haven’t arrived in his bank account yet.

The player contacted his bank, but they weren’t able to help because the payout info provided (those GP codes) isn’t enough to trace anything. As you probably know, the bank usually needs a proper transfer confirmation (like a SWIFT document or something similar) to move forward.

• Could you please look into this and, if possible, provide more detailed proof that the transfers were actually sent?
• Or if there’s been a delay or issue on your side, could you kindly update us and maybe start an internal investigation?

We’d really appreciate your help in clearing this up.

Thanks a lot in advance.

I've just received the 480 euros on my gaming account. I'm going to debit it again now and hope that it will work then. That would be really great and I'd like to thank you in advance that it finally works. Regards, Andre D******

Ich habe eben die 480Euro auf mein Spielkonto drauf bekommen werde es jetzt noch mal ab buchen und hoffe das es dann klappt w?re echt super und Bedanke mich dafür schonmal hier das es endlich klappen tut.MfG Andre D******

Dear Andredittmer

Please kindly confirm when the money reaches your account.

Regards

It's in my account right now??

Ist auf meinem Konto drauf grad eben??

Awesome, Andredittmer

And pardon for inconveniences caused.

Regards

Thank you very much, I have never had such problems before but now everything is fine

Besten Dank hatte noch nie so Probleme gehabt aber jetzt ist alles gut

Dear Andredittmer,

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.

Best regards,

Petronela

www.kpvfaw.com