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I have won 5400 euros and have wanted to pay them out to me so far, 600 euros have been credited to my account. I have played with real money without free or bonus games. My player account is now 1000 euros. I have not played since I won 5400 euros. where has the money gone, the profit from 11/29/2021 to 11/30/2021

ICH HABE 5400 Euro gewonnen und habe sie mir auszahlen wollen bis jetzt sin 600 Euro auf mein konto eingegangen . ich habe mit Echt- Geld gespielt ohne frei oder Bonusspiele mein spieler konto steht jetzt auf 1000 Euro ich habe nicht mehr gespielt seit dem gewinn von 5400 Euro. wo ist das Geld hin ,der Gewinn vom 29.11.2021-30.11-2021

Dear Ralf,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. I hope I understood correctly that your funds have disappeared from the account.

Could you please forward your entire game history in Excel format along with any supporting evidence to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear Ralf,

I am sorry you faced troubles.

By any chance is that possible, you could navigate to Payment History and check out the status of your withdrawal requests.

If you do so, you will notice, that 6 transactions are being processed on the payment provider's side, amounting in total 4200 EUR.

Please let us know if you have more questions.

Kind regards

up to now only 1700 EURO have RECEIVED on my account, if necessary I can send an account statement. no other person has access to my gaming account either

es sind bis jetzt nur 1700 EURO auf mein Konto EINGEGANGEN kann wenn nötig ein Konto Auszug senden. es hat auch keine andere Person Zugriff auf mein Spielkonto

there are still 3700 euros open which I have not yet received and which have not been received on my account

es sind somit noch 3700 Euro offen die ich noch nicht erhalten habe , und nicht auf mein Konto eingegangen sind

Dear Ralf

"Status: is being processed" means, it's being processed by the payment provider.

Withdrawals via bank transfer may take up to 7-10 working days.

We kindly ask you to be patient and simply wait for the money to be arrived.

Best regards

ok then i will wait until the 3700 euros come in

ok dann werde ich warten bis die 3700 Euro eingehen

Thank you very much, Vulkan Vegas Casino team for stepping in.

Dear Ralf,

Please keep us informed.

I will do it, today I received another 1100 euros on my account and now there are still 2600 euros open

werde ich machen, heute sind wieder 1100 euro auf mein konto eingegangen und offen sind jetzt noch 2600 euro

OK, perfect. I will be waiting for more good news patiently.

today we received 2000 euros again, 600 euros are still open

heute sind wieder 2000 euro eingegangen , 600 euro sind noch offen

Perfect. One more payment to go. Please let me know when you receive it. Thank you very much.

Money has been received case can be closed mfg.Ralf

Geld ist eingegangen fall kann geschlossen werden mfg.Ralf

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ralf, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru