VulkanVegas Casino - Vulkan Vegas have failed to pay me out in 11 months

Dear ask gamblers,

I write to you 11 months after signing up with Vulkan Vegas. I will write down the record of events since then and hope you can make sense of the issue.

16th Sept 2020 - Signed up to Vulkan Vegas. Won €1350 and withdrew it.

1st Oct 2020 - KYC check complete

2nd Oct - "Withdrawal request confirmation"

Then I never received the funds into my bank account.

27th Oct - Queried the funds not being received with Vulkan Vegas

Over the next 2 weeks, I contested this on live chat over 50 times. They ignored me, or else dropped the complaint and failed to respond.

16th Dec - I sent in bank statements showing every transaction in my bank account from 1st October, until 17th November 2020. Vulkan Vegas can see that the €1,350 from them did not arrive.

Vulkan Vegas then, despite having asked for this, said that without an official letter from my bank saying the payment never arrived, they can do nothing.

31st Dec - Sent written evidence from my bank (KBC) via email with ARN codes. My bank returned the payments as they cannot accept payments via MoneySend.

11th Jan - I am told that the email of written confirmation is not enough. I need to contact my bank's reclamation department and find the RRN/ARN codes.

Several phone calls, and further more live chat sessions ensued. The casino would not chase the payment.

5th Feb - The casino said "We have sent a request to the Mastercard support, and it is still being processed. The fact is that funds can be returned only after the issuing bank documents the return in the correct way.

In view of the above, we have two options:

1) To wait for a response from Mastercard (long time option)

2) To reach out to the issuing bank (in this case a faster solution is possible)"

Throughout February March, April... I contacted Vulkan Vegas regularly. They say they haven't heard back from the intermediary bank which has my funds.

28th April 2021 - The casino said "The fact is that your bank incorrectly issued a refund - through a chargeback, despite the fact that this violates the Mastercard rules."

The casino keep saying over and over again after this, that they are waiting to hear back from the finance department.

10th June 2021 - I sent the casino an official letter from KBC with full details of the payments returned to the issuing bank

"We ask that you contact the merchant in order to request the return of these funds which have

been returned to Russian standard bank."

Ever since this, the casino has refused to respond to my emails, takes forever on live chat and says they're waiting to hear back from the intermediary/finance department. I've probably spent over 100 hours now chasing this up.

I can add the correspondence from my bank although as it has codes, I think this is sensitive info.

Matthew