The player from Germany requested a withdrawal of 610 euros three weeks ago, but the funds have not arrived despite being marked as transferred by the casino. Support advises him to consult the bank, which is unable to resolve the issue with the provided transaction number, while the casino rejects the bank's findings.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
1d 11h 9m 59s
Case summary
5 days ago
Public
Visitor
Public
3 weeks ago
Translation
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.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 weeks ago
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
Public
Visitor
Public
3 weeks ago
Translation
Hello, I have sent you all the information via email.
Automatic translation:
Public
Visitor
Public
3 weeks ago
Translation
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.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
2 weeks ago
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.
Public
Casino representative
Public
2 weeks ago
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
Public
Visitor
Public
2 weeks ago
Translation
Hello, these are the two IDs of the transaction number:
082a3663-1336-4c81-8b74-1175650b71e6
31adff52-933b-4ba3-9fa7-4375c7705653
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 week ago
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.
Public
Visitor
Public
1 week ago
Translation
Hello, the 1110 euros were successfully credited back to the player's account, but the 610 euros are unfortunately still outstanding. Regards
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 week ago
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.
Public
Head of Complaint Resolution Center
Public
1 week ago
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.
Casino Guru is examining the case
