I deposited 50 Euros via bank transfer through WLPay on 1st of September at 12:37, just as I have done several times before. The money was debited from my account immediately. However, the funds were not instantly available in my gaming account. I contacted live Chat right away. They mentioned it could take up to 72 hours, but assured me not to worry as it usually happens faster. I followed up on Saturday and again after 72 hours. They then requested a receipt of the transaction and a screenshot of my online banking to forward the request to the financial department. So far, I have not received my money nor any compensation for the inconvenience, despite being a loyal regular customer.

Habe am 1.9 12:37 per Bank Transfer 50 Euro über WLPayüberwiesen. Wie schon ?fters. Das Geld war auch sofort abgebucht. Nur war das Geld nicht sofort auf meinem Spielkonto. Habe sofort den live Chat kontaktiert. Sie meinten es k?nnte 72 Std dauern aber ich solle mir keine Sorgen machen es geht meistens schneller . Habe dann Samstag und dann nochmal nach den 72 Std sp?ter nachgefragt und sie verlangten jetzt einen Beleg der Transaktion, und Screenshot meines online bankings damit die Anfrage an die finanzielle Abteilung weitergeleitet wird. Mein Geld habe ich bis jetzt immernoch nicht und auch keine Entsch?digung wegen der Unannehmlichkeiten angeboten bekommen obwohl ich treuer Stammkunde bin.

Dear Theflydriver, 

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 approximately one month. 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, 

Veronika

The payment provider has already been contacted and the payment has been 100% transferred and is only in my account at Vulkan Vegas. It was not credited to the account.

Der zahlungsanbieter wurde bereits kontaktiert und die Zahlung wurde zu 100% überwiesen und ist bei Vulkan Vegas auf dem Konto nur meinem. Account wurde sie nicht gutgeschrieben.

Please forward your deposit receipt as well as your bank statement for the month of September to [email protected]. Thank you.

Dear Theflydriver,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.