A withdrawal of 610 euros was accepted and, according to the casino, transferred, but unfortunately this money never arrived.

The support kept telling me to contact the bank using the transaction number, but the bank can't investigate or do anything using that number.

The bank then said that according to the bank statements, this is the way to get a certificate that the transfer did not arrive, but the casino rejects this argument.

Eine Auszahlung von 610 Euro wurde akzeptiert und laut Casino auch überwiesen, leider kam dieses Geld nie an.

Der Support meinte immer wieder ich soll mit der tranksaktionsnummer bei der Bank nachfragen aber die Bank kann unter der Nummer nichts untersuchen oder anfangen.

Die Bank daraufhin meinte laut Kontoauszügen ist dies der Weg für eine Bescheinigung das die überweisung nicht angekommen ist, aber das casino lehnt diese Argumentation ab.

Dear tobias98,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're experiencing with your missing withdrawal.

To better understand your situation and assist you effectively, could you please provide the following information:

• What method was used for the withdrawal (e.g., bank transfer, credit card)?
• On what date did the casino confirm the withdrawal as processed?
• Did they provide you with a transaction reference number or confirmation document (such as a payment slip or SWIFT confirmation)?
• Has the name of the payment provider or intermediary bank been mentioned anywhere in the casino’s response?

If you’ve received any email correspondence from the casino or your bank that could help clarify the issue, feel free to forward it 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

Hello, I have sent you all the information via email.

Guten Tag, ich habe ihnen alle Informationen per email rüber kommen lassen.

Hello, the method used was bank transfer.

It was accepted from May 13th.

This is the transaction number:

GP628303722588

Unfortunately, no name of the bank or payment processor was mentioned.

I also have a payout of 1110 euros pending which was accepted but unfortunately did not arrive in my bank account.

However, this is from June 6th.

But actually, all payouts have always worked and were there immediately via express transfer... but these two transfers unfortunately didn't arrive, which is very strange. I think the problem lies with the payment processor.

The casino also said that they would not name the payment processor or send the transfer, and gave me the transaction number.

Guten Tag, als Methode wurde Bank Transfer genutzt.

Ab dem 13. Mai wurde es akzeptiert.

Dies ist die Tranksaktionsnummer: 

GP628303722588

Leider wurde kein Name der Bank oder dem Zahlungsabwickler genannt..

Ich habe auch noch eine Auszahlung von 1110 Euro offen die akzeptiert worden ist aber leider nicht auf mein Bankkonto ankam..

Diese ist allerdings vom 6. Juni..

Aber eigentlich haben jetzt immer alle Auszahlung sonst funktioniert und waren direkt da per Blitzüberweisung.. aber diese 2 überweisungen sind leider nicht angekommen was sehr merkwürdig ist.. ich denke das das Problem beim Zahlungsabwickler liegt..

Das Casino meinte au?erdem das sie den Zahlungsabwickler nicht nennen und die überweisung auch nicht schicken und haben mir mir die tranksaktionsnummer gegeben..

Dear Vulkan Vegas Casino Team,

We kindly invite you to join the communication on this case and assist us in resolving the issue regarding the missing withdrawal.

Transaction number: GP628303722588

Amount: €610 (processed on May 13th)

Additional pending withdrawal: €1,110 (accepted on June 6th)

The player has informed us that their bank cannot trace the transfer with the transaction number alone and needs more detailed confirmation. Could you please provide additional information or a formal payment confirmation (e.g., transfer receipt or SWIFT copy) for GP628303722588, and clarify which payment provider or intermediary was used?

Thank you very much in advance for your assistance.

Dear tobias98

Sorry to hear you faced troubles with the withdrawal.

Can you please provide the IDs of the transactions? You can find them within "transactions" tab of your profile.

Regards

Hello, these are the two IDs of the transaction number:

082a3663-1336-4c81-8b74-1175650b71e6

31adff52-933b-4ba3-9fa7-4375c7705653

Guten Tag, dies sind die beiden IDs der Tranksaktionsnummer:

082a3663-1336-4c81-8b74-1175650b71e6

31adff52-933b-4ba3-9fa7-4375c7705653

Dear tobias98,

Thank you very much for providing the transaction IDs — that’s very helpful.

Could you please let me know if there have been any developments since your last message? For example, have you received any updates from the casino or any part of your withdrawal?

Your update will help us decide on the next steps.

Hello, the 1110 euros were successfully credited back to the player's account, but the 610 euros are unfortunately still outstanding. Regards

Guten Tag, die 1110 Euro wurden erfolgreich dem spielerkonto wieder zurückgebucht, aber die 610 Euro sind leider noch offen. Mfg

Dear Vulkan Vegas Casino Team,

The player has confirmed that while the €1,110 payout was returned to their casino account, the €610 withdrawal from May 13th is still missing.

Could you please review this case once more and investigate what might have happened with the missing transfer?

We greatly appreciate your assistance and hope this matter can be resolved soon.

Dear tobias98,

Thank you very much for your message.

We’re happy to hear that part of the funds has been recovered, and we’d also like to thank Vulkan Vegas Casino for their cooperation so far.

Regarding the remaining €610, please follow the casino’s instructions shared above: kindly contact your bank with the provided transaction details. If your bank is unable to trace the transaction, please upload a PDF statement showing all transactions between 10–17 May 2025, as requested.

Thank you in advance for your reply.