Reclamação #89
VulkanVegas Casino
Still didn't paid me out on winnings from October 2020.
há 4 anos
Dear Ask Gamblers,
It is with regret that I write this complaint having still not been paid out on winnings of €2306.60 which were won in October 2020, over 10 months ago! I will write down the sequence of events in the hope that the casino can make sense of this case, and resolve my case as soon as possible.
1. I signed up for Vulkan Vegas on 9th September 2020.
2. I won €2306.60 and requested a withdrawal on 11th of September 2020.
3. On the 20th of October I passed verification and got an email to say that the KYC check is complete.
4. On the 21st of October I got an email to say that the withdrawal was confirmed, however I never received the funds to my account.
5. On the 29th of October, I questioned the whereabouts of my funds over email. I didn't receive a reply, so I did so again on 11th of November. Again, received no reply. I also tried live chatting the support team several times through this time period.
6. On the 1st December, Vulkan Vegas requested "ARN/RRN that money has not been credited to your account. Also, we require a bank statement with all your transactions from 20.10.2020." I sent both on 17th of December 2020.
7. Fast forward a few months (and several live chat and phone calls to Vulgan Vegas). After several months of negotiating with my bank, they gave me official written confirmation that the money never reached my account, and gave details of each chargeback reference number for the transactions that never arrived in my account. I sent this to Vulkan Vegas on 16th July 2021.
8. On 19th July, they said they had passed this to their financial department.
9. On the 16th of August they said they are still working on this, and would tell me when they get an update. Unsurprisingly, there has been no update.
I have spent an unacceptable amount of hours chasing this up and I hope it can get resolved ASAP.
I can provide the written confirmation from my bank, but would not like to share here due to sensitive information.
Best,
Emmet
It is with regret that I write this complaint having still not been paid out on winnings of €2306.60 which were won in October 2020, over 10 months ago! I will write down the sequence of events in the hope that the casino can make sense of this case, and resolve my case as soon as possible.
1. I signed up for Vulkan Vegas on 9th September 2020.
2. I won €2306.60 and requested a withdrawal on 11th of September 2020.
3. On the 20th of October I passed verification and got an email to say that the KYC check is complete.
4. On the 21st of October I got an email to say that the withdrawal was confirmed, however I never received the funds to my account.
5. On the 29th of October, I questioned the whereabouts of my funds over email. I didn't receive a reply, so I did so again on 11th of November. Again, received no reply. I also tried live chatting the support team several times through this time period.
6. On the 1st December, Vulkan Vegas requested "ARN/RRN that money has not been credited to your account. Also, we require a bank statement with all your transactions from 20.10.2020." I sent both on 17th of December 2020.
7. Fast forward a few months (and several live chat and phone calls to Vulgan Vegas). After several months of negotiating with my bank, they gave me official written confirmation that the money never reached my account, and gave details of each chargeback reference number for the transactions that never arrived in my account. I sent this to Vulkan Vegas on 16th July 2021.
8. On 19th July, they said they had passed this to their financial department.
9. On the 16th of August they said they are still working on this, and would tell me when they get an update. Unsurprisingly, there has been no update.
I have spent an unacceptable amount of hours chasing this up and I hope it can get resolved ASAP.
I can provide the written confirmation from my bank, but would not like to share here due to sensitive information.
Best,
Emmet
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