But I will do it and hope that the payment will work out. I am sorry to hear that your withdrawal has been delayed. Do you have any news about the withdrawal situation? I will contact the casino and try my best to resolve the issue as soon as possible. Unfortunately, I was never informed of an alternative to withdrawing my winnings. It either said “The winnings will be paid out in the near future.” or “You can’t do anything except wait for an indefinite period of time until your winnings are paid out.”
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I’ve been user of this casino for 4 years now and this is how they treat loyal costumers. He was asking me to provide documents from Sweden, but how can I do that??? Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem. Indeed, our financial dept. is in contact with the payment provider.
Thus, 3k EUR is on your account, you may proceed with withdrawal or continue playing. The rest of the requests are successful. More than enough time has already passed, but yes if it is required then I would suggest 10 days is plenty of time to research. Based on the exact payout data that you and I have recorded, it should finally lead to my winnings being paid out to me without any problems. I had already uploaded my new bank details to the casino, but will make them available again if necessary.
- Before we contact the casino, could you please forward all the relevant communication between you and the casino to email protected?
- Even a payout 1 week ago was on my account this week.
- I was now able to make a new withdrawal request of 200 euros.
- We received a message from Rebecca stating that she eventually received her funds.
- If your account was blocked, I’m afraid we won’t be able to restore your bonus money.
- I have already had several payouts where there were never any problems and payouts were always on my account after 5 days at the latest.
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We expect to resolve the issue today-tomorrow. Meanwhile, please pardon for inconveniences caused, and please enjoy a generous bonus from us. The player from Germany wishes 50% of his deposits to be reimbursed since the casino doesn’t hold German License. We rejected the complaint because the player didn’t respond to our messages and questions. Thank you very much for your reply, AJCooper. Before we contact the casino, could you please forward all the relevant communication between you and the casino to email protected?
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. You need to look at it from the positive point of view.
And my accoubt has been blocked now for using VPN. I don’t know since when they changed t&c but my funds also been stolen by casino. Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint. I have looked at your case and understand the situation. I will contact the casino and see if I can help.
Three are still open, vegas casino apk but all from different accounts … I checked with Visa yesterday and they don’t care where the money comes from, they don’t block any incoming payments. And if a payment is not accepted, they will inform me. Is your money no longer on your balance either? Have you already filed a complaint here? I wouldn’t give up, that’s a lot of money you won.
The matter is a lot more complicated than most of the posts I’ve read in all of the forums. It begins with the payment of 5000 €, in October 21, to my account at the Berliner Sparkasse, which was canceled from now on and all incoming payments were canceled. Account statements clearly show that the split € 5000 was immediately returned to Movon Payments Ltd on October 14th, 2011 (€ 1000 each). I immediately contacted the support team and since then have explained everything twice and three times in words and pictures (bank statements). At that time I was sent payout checks via link, despite millions of warnings that the account at the Sparkasse no longer exists. I submitted these to my new Postbank, these checks are invalid and my order could not be carried out in this form.
They’re kidding me after line and thread!!!!! In the PDF file there are also some photos of chat histories, I hope you can open them all or you will get everything!! It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
The player was not informed of any alternative method to withdraw her winnings. After the casino had requested the disputed transaction ID and the Complaints Team had extended the response time, the player confirmed that she had received her money. The issue had been successfully resolved and the complaint was closed. I have now gathered everything that is/was on my phone. One point is particularly important and that is the part where my bank statements show that the transactions have been canceled and then the live chat response to that. To date I have zero information on this venture either, so I am assuming that vulkanvegas has not contacted my bank to clarify the issue.
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Hello, so that’s a second time when I get blocked my account for using VPN. First time I got blocked I think couple months ago with a 30euros in balance, but when I explained the situation they unblocked me. Since then I’ve never used VPN in this casino since they explained to me that is not allow. I’ve never received a updated t&c Wich says that VPN usage was prohibitied. We’ve received the answer from the billing dept. You are partially right, there is a withdrawal rollback for 3 transactions.
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The complaint was rejected because the player didn’t respond to our messages and questions. So again the same problem with this casino…. I got blocked because of the VPN that I don’t even have installed on my Android. I was waiting for my cash out for 2 days and when I try to log in now can’t .
I already described it few times on this forum. Simply said, some Mastercards have issues with accepting withdrawals so when the casino approves the withdrawal, the money bounces back and never reach the bank. So I advise you to start using the email communication, because you will have the whole history of your conversation with the support agents.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread. Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. I was now able to make a new withdrawal request of 200 euros. Hello, I still have to wager 4 euros for the payout, which of course is not nice.
Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. The player from Lithuania had had his account blocked by the online casino for the second time due to VPN use.
Every transaction has its transaction ID. The money is stuck between the casino bank and your bank. The casino needs to track the payment and credit the money back to your casino account. Then you can start discussing another payment method etc. Good morning Tim, I just checked my account … And it came in € 1,500.00, so a total of € 2000 so far.
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The issue was eventually successfully resolved as the player received her funds. The player from Germany has been struggling to receive his winnings for over two weeks. Are there any real funds being held by the casino, please? If your account was blocked, I’m afraid we won’t be able to restore your bonus money.
Yesterday I deposited a total of € 3000 and nothing came close to profit, no matter which game, how high or low the stakes are! The € 5,166.00 profit cannot be found on their part and let’s be honest, that stinks! The player from Germany had been waiting for weeks for three payouts from early March. Despite almost daily communication with online operators, the only explanations offered for the delay were a technical problem, or a delay from the disbursement provider.
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- In the PDF file there are also some photos of chat histories, I hope you can open them all or you will get everything!!
- I immediately contacted the support team and since then have explained everything twice and three times in words and pictures (bank statements).
- Despite potential winnings of up to €2,000, he receives only €1 in compensation.
- I had already uploaded my new bank details to the casino, but will make them available again if necessary.
These are sometimes very long processes, but I still believe you’ll eventually get the money. We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
The casino only comforts me, I can’t understand why that is and I’m worried. Since all disputed requests are marked as “successful” within casino platform. Thank you Rebecca for the information and the e-mail with the proof. I will now forward your complaint to my colleague Peter who will be assiting you from now on.