V.Vegas Casino - Die Einzahlung des Spielers verzögert sich.

Yesterday, I made a deposit of ARS 250,000 in good faith, motivated by the excellent 9.8 rating this casino has on its platform. My intention was to use the funds immediately; however, 24 hours have passed and the balance is not showing up in my account, nor have I received any clear answers from support.

Clarification regarding mediation timelines: I am fully aware that CasinoGuru typically recommends a waiting period of 48 to 72 hours before formally intervening. However, I am filing this complaint now to establish an immediate precedent regarding the casino's breach of contract. The delay in processing a deposit via e-wallet is unacceptable and undermines the trust placed in the site.

Request: Due to this negative experience, I no longer have any interest in using the site. I demand a refund of my 250,000 ARS to my Mercado Pago account. I will not accept a late credit to my game balance, as the service was not provided in a timely manner.

I will contact you again within 48 to 72 hours to update you on the status of the case and request that the complaint be processed with all mediation powers if the money still does not appear.

El día de ayer realicé un depósito de 250.000 ARS de buena fe, motivado por la excelente calificación de 9,8 que este casino tiene en su plataforma. Mi intención era utilizar los fondos de manera inmediata; sin embargo, han pasado 24 horas y el saldo no figura en mi cuenta ni he recibido respuestas claras del soporte.

Aclaración sobre los plazos de mediación: Soy plenamente consciente de que CasinoGuru suele recomendar un tiempo de espera de 48 a 72 horas antes de intervenir formalmente. No obstante, presento esta queja ahora para dejar un precedente inmediato sobre el incumplimiento del casino. La demora en un depósito vía billetera virtual es inaceptable y rompe la confianza depositada en el sitio.

Solicitud: Debido a esta mala experiencia, ya no tengo interés en utilizar el sitio. Exijo la devolución de mis 250.000 ARS a mi cuenta de Mercado Pago. No aceptaré una acreditación tardía en el balance de juego, ya que el servicio no fue prestado en tiempo y forma.

Me comunicaré nuevamente con ustedes en un plazo de 48 a 72 horas para actualizarlos sobre el estado del caso y solicitar que la queja se procese con todas las facultades de mediación si el dinero sigue sin aparecer.

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Dear Martinluppo,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your deposit.

Thank you as well for sharing the payment receipt. According to the screenshot, I can see that a transfer of ARS 250,000 was made via Mercado Pago on May 7, 2026.

I would also like to mention that, in cases involving delayed deposits, we usually recommend waiting up to 30 days before considering the funds officially lost, as payment processing delays can sometimes occur between payment providers and casinos. At this stage, it is not yet clear whether the issue was caused directly by the casino or by a third-party payment processing delay.

In order for us to better understand the situation and assist you further, could you please clarify a few additional details?

• Have you already contacted the casino support regarding this issue? If yes, what was their latest response?
• Is the deposit currently marked as "pending," "failed," or does it not appear at all in your casino account?
• Have you successfully deposited or withdrawn with this casino in the past using the same payment method?

You may also forward any relevant communication with the casino, screenshots, or additional documents directly to petronela.k@casino.guru.

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

Dear Petronela,

Thank you so much for your help. Regarding your questions, here is the requested information:

Support Contact: I have contacted customer service on several occasions. Their last response was that the deposit "has not been recorded" and they keep asking me to "check with my bank," even though I have already provided them with the official receipt.

Transaction status: The deposit appears in my casino transaction history as "failed";

Previous successful deposits: Yes, and I have a very important update on this. After the 250,000 ARS deposit failed, I made a test deposit of 50,000 ARS using the same Mercado Pago account and the same method. This second deposit was credited instantly.

Crucial point: The fact that the 50,000 ARS deposit worked perfectly proves that my bank is NOT the problem and that the payment channel is active. The casino is specifically holding the 250,000 ARS transaction.

I have already sent the bank statement and a comparison between the successful and missing deposits to your email address. I do not want the funds credited to the casino; due to this experience and the lack of support, I request a full refund to my original payment method.

Sincerely, Martinluppo

Estimada Petronela,

Muchas gracias por su ayuda. Respecto a sus preguntas, aquí tiene la información solicitada:

Contacto con Soporte: Me he puesto en contacto con el servicio de atención al cliente en varias ocasiones. Su última respuesta fue que el depósito "no está contabilizado" y me siguen pidiendo que "consulte con mi banco", a pesar de que ya les proporcioné el comprobante oficial.

Estado de la transacción: El depósito aparece en mi historial de transacciones del casino" como "fallido"; .

Depósitos previos con éxito: Sí, y tengo una actualización muy importante sobre esto. Después de que fallaran los 250.000 ARS, realicé un depósito de prueba de 50.000 ARS utilizando la misma cuenta de Mercado Pago y el mismo método. Este segundo depósito se acreditó de forma instantánea.

Punto crucial: El hecho de que el depósito de 50.000 ARS haya funcionado perfectamente demuestra que mi banco NO es el problema y que el canal de pago está activo. El casino está reteniendo específicamente la transacción de 250.000 ARS.

Ya he enviado el extracto bancario y la comparación entre el depósito exitoso y el desaparecido a su correo electrónico. No deseo que los fondos se acrediten en el casino; debido a esta experiencia y a la falta de soporte, solicito un reembolso total a mi método de pago original.

Atentamente, Martinluppo

Dear Martinluppo

Sorry to hear you faced issues

According to our log, you attempted to make at least 9 deposit transactions in the disputed amount, can you please clarify the ID of the transaction you are referring to?

Regards

Dear Martinluppo

The ticket to the external PSP was created. It may take some time, we will update you accordingly when the response gets received.

Regards

That's exactly what I asked for from day one. It's frustrating to have wasted four days reading excuses and blaming my bank, when the solution was as simple as escalating the ticket to the technical support provider from the start.

As I mentioned, I have the receipts and the transaction ID confirming that the money left my account. I hope the process with the external provider is faster than your chat support and that the refund to my Mercado Pago CVU is processed as soon as possible. I await confirmation of the refund.

Exactamente eso es lo que les pedí desde el primer día. Es frustrante haber perdido 4 días leyendo excusas y culpas hacia mi banco, cuando la solución era tan simple como escalar el ticket al proveedor técnico desde el inicio.

Como les dije, tengo los comprobantes y el ID de transacción que confirma que el dinero salió de mi cuenta. Espero que la gestión con el proveedor externo sea más ágil que su soporte de chat y que el reintegro a mi CVU de Mercado Pago se realice a la brevedad. Quedo a la espera de la confirmación del reembolso.

Hi Martinluppo,

Thank you for the update and for clarifying the situation further.

I understand your frustration, especially considering that you had already provided the payment confirmation and that another deposit using the same payment method was processed successfully. I can see why this raised concerns from your side regarding the handling of the specific transaction.

At this stage, however, it appears that the casino has now escalated the matter to the external payment service provider for investigation, which is an important step in resolving delayed or failed deposit issues of this type. Unfortunately, investigations involving PSPs can sometimes take additional time before the funds are either credited or returned.

For now, I would recommend allowing the casino and the payment provider some additional time to complete the investigation and provide an official outcome regarding the disputed transaction.

Dear Vulkan Vegas Casino,

Thank you for escalating the matter to the external PSP. Could you please keep both the player and us updated regarding any progress, estimated processing time, or confirmation whether the disputed funds will be refunded or credited?

Thank you in advance for your cooperation.

Thank you, Petronela, for your follow-up. I understand the external provider's timeline, but I want to be very clear on one point to avoid future confusion: I will not accept the funds being credited to my casino balance.

If I allow the funds to simply be credited to my account, I'm essentially giving the casino permission to take as much time as they want with a process that normally takes 15 minutes. Furthermore, if I had such trouble depositing, I have no intention of wasting any more time dealing with a potential withdrawal. I'm not going to be bound by the rule of having to wager the entire amount at least once before I can withdraw it.

My trust in this platform is nonexistent due to their mismanagement and the four days of excuses I received. I'd rather spend that money on any other site that has the decency to process payments promptly and correctly. Therefore, I demand that the only resolution be a manual refund to the Mercado Pago CVU account I already provided.

Gracias Petronela por el seguimiento. Comprendo los tiempos del proveedor externo, pero quiero ser muy enfático en un punto para evitar futuras confusiones: No aceptaré que los fondos sean acreditados en mi balance de casino.

Si permito que simplemente se abonen en mi cuenta, estaría avalando que el casino se tome el tiempo que quiera con un proceso que normalmente lleva 15 minutos. Además, si tuve semejantes problemas para depositar, no tengo ninguna intención de perder más tiempo lidiando con un posible retiro. No pienso atarme a la regla de tener que apostar todo ese importe al menos una vez para poder sacarlo.

Mi confianza en la plataforma es nula debido a la mala gestión y a los 4 días de excusas que recibí. Prefiero gastar ese dinero en cualquier otra página que tenga la delicadeza de acreditar en tiempo y forma. Por lo tanto, exijo que la resolución sea únicamente el reembolso manual al CVU de Mercado Pago que ya proporcioné.

Dear Petronela, as I suspected, the casino ignored my refund request and just credited the 250,000 ARS to my game balance. I reiterate that I DO NOT accept this solution . I will not use the platform nor will I wager this money to meet withdrawal requirements, as the service failed from the start. I demand that the casino issue a manual refund to my Mercado Pago CVU as originally requested. The money remains untouched in my account and will stay there until it is returned to the sender.

Estimada Petronela, tal como sospechaba, el casino ignoró mi pedido de reembolso y acaba de acreditar los 250.000 ARS en mi balance de juego. Reitero que NO acepto esta solución. No voy a utilizar la plataforma ni voy a apostar este dinero para cumplir con reglas de retiro, ya que el servicio falló desde el inicio. Exijo que el casino realice el reembolso manual a mi CVU de Mercado Pago como se solicitó originalmente. El dinero sigue intacto en mi cuenta y así permanecerá hasta que lo devuelvan al origen.

When I tried to withdraw, the system charged me a 20% fee (p. 8.11.6) for not having wagered the funds. It is unacceptable to be penalized for not wagering money that:

It took him 5 days to show up because of the casino.

It was not requested in the game balance, but as a refund.

Technical support lied to me throughout the entire process, blaming my bank.

I demand that the Vulkan Vegas representative process the withdrawal manually, waiving any fees or wagering requirements, as the service has been faulty from the start. I'm not going to give away 50,000 ARS to the casino because of their mistake.

Al intentar retirar, el sistema me exige una comisión del 20% (p. 8.11.6) por no haber apostado los fondos. Es inaceptable que se me penalice por no apostar un dinero que:

Tardó 5 días en aparecer por culpa del casino.

No fue solicitado en el balance de juego, sino como reembolso.

El soporte técnico me mintió durante todo el proceso culpando a mi banco.

Exijo que el representante de Vulkan Vegas procese el retiro de forma manual, eximiéndome de cualquier comisión o requisito de apuesta, ya que el servicio fue fallido desde el primer minuto. No voy a regalarle 50.000 ARS al casino por un error de ellos."

Feel free to withdr`aw, commission was cancelled.

First of all, I would like to thank the V.Vegas Casino Team once again for their cooperation in this matter and for waiving the commission fee on the withdrawal.

Martinluppo,

At this stage, I would kindly ask you to confirm once the withdrawal has been successfully processed and the full amount has been received on your side.

I also understand your frustration regarding the delay and communication during the process. However, based on the available information, it appears that the issue was related at least partially to the external payment provider investigation and not solely caused by the casino itself. The important part is that the disputed amount has now been made available without the previously applied commission.

Please keep us updated regarding the withdrawal status.

Hi Petronela, I've already requested the withdrawal. As soon as it's deposited, I'll leave a note and mark the problem as resolved.

Hola Petronela, ya solicite el retiro.. apenas me sea depositado lo voy a dejar por escrito y voy a marcar el problema como resuelto

I wanted to inform you that the casino blocked my account immediately after I requested a withdrawal of 250,000 ARS (which, given the terrible service they provided, is actually a favor). Because of this, I no longer have access to monitor the transaction status. I request that the casino representative confirm via this channel the estimated time for the funds to appear in my Mercado Pago account, as I did receive an email.

But it's difficult to control it on my profile if they closed the account. When I confirm the money, then close it and do whatever you want.

Quería informar que el casino ha bloqueado mi cuenta inmediatamente después de que solicité el retiro de los 250.000 ARS( lo cual por el servicio pésimo que dieron me hacen un favor). Debido a esto, ya no tengo acceso para monitorear el estado de la transacción. Solicito que el representante del casino confirme por este medio el el tiempo estimado para que el dinero impacte en mi cuenta de Mercado Pago. porque si me llego un email

pero es difícil controlarlo en mi perfil si cerraron la cuenta , cuando confirme el dinero ahí si ciérrenla hagan lo que quieran

Dear Martinluppo

Have you received the money yet?

Regards

no

Sure, Martinluppo

Please inform us when the money reaches your account.

The status of transaction on a casino side is finished, and thus the account was immediately closed based on your decision above.

Kind regards

The fact that the status appears as "completed" on your platform is an internal accounting process for you, but it does not guarantee receipt of the funds. Please remember that your payment provider is a contractor for you, not for me. I have no connection or communication channel with them; you do.

Therefore, it is your responsibility to monitor the actual status of the transfer until it reaches my account. Do not consider the process complete or expect me to act as an intermediary with your own payment processor. Track the transaction using ID 62a4a2f2-3d76-4f2c-831d-76e2a4a5c797 and ensure the funds reach their destination.

As I said, I will only update here once the money has been credited. Until then, the problem remains unresolved.

Que el estado figure como "finalizado" en su plataforma es un movimiento contable interno de ustedes, pero no garantiza la recepción de los fondos. Les recuerdo que su proveedor de pagos es un contratista de ustedes, no mío. Yo no tengo vínculo ni canal de comunicación con ellos; ustedes sí.

Por lo tanto, es su responsabilidad monitorear el estado real de la transferencia hasta que impacte en mi cuenta. No den el proceso por terminado ni pretendan que yo actúe como intermediario con su propio procesador de pagos. Sigan el rastro de la transacción con el ID 62a4a2f2-3d76-4f2c-831d-76e2a4a5c797 y asegúrense de que el dinero llegue a destino.

Como ya dije, informaré aquí solo cuando el dinero esté acreditado. Hasta entonces, el problema sigue sin solución.

Dear Martinluppo

Please make another withdrawal via any available payout method within the cashier.

Regards

Your request for a second withdrawal attempt is explicit confirmation that the information you previously provided in this forum was inaccurate. The "completed" status you claimed was nothing more than an internal accounting process on your platform, while my money never left your control.

It is absolutely unacceptable that, after a 4-day delay in crediting my deposit and another 7 days of back-and-forth with false information about the withdrawal, they intend to pass the cost of their payment provider's (PSP) inefficiency on to the user. I have had to spend 11 days dealing with this simply to recover my capital due to the ineffectiveness of their support channels.

To correct the logistical deficiencies of your system with virtual wallets, I have entered the cashier section and generated a second withdrawal request, this time via direct bank transfer (CBU).

I demand that you process the approval and manual disbursement of these funds immediately. I will not tolerate any more delays, technicalities, or attempts to shift responsibility onto your external contractors; the management and risk associated with your suppliers is the sole responsibility of your company.

Su solicitud de realizar un segundo intento de retiro es la confirmación explícita de que la información que brindaron anteriormente en este foro era inexacta. El estado "finalizado" que alegaban no era más que un movimiento contable interno de su plataforma, mientras que mi dinero jamás salió de su control.

Es absolutamente inaceptable que, tras 4 días de demoras para acreditar mi depósito y otros 7 días de idas y vueltas con información falsa sobre el retiro, pretendan trasladar el costo de la ineficiencia de su proveedor de pagos (PSP) al usuario. He tenido que invertir 11 días de gestiones simplemente para recuperar mi capital debido a la inoperancia de sus canales de asistencia.

Para corregir las deficiencias logísticas de su sistema con las billeteras virtuales, he ingresado a la sección de caja y he generado una segunda solicitud de retiro, esta vez mediante transferencia bancaria directa (CBU).

Exijo que procesen la aprobación y el envío manual de estos fondos de manera inmediata. No voy a tolerar más demoras, tecnicismos ni deslindes de responsabilidad hacia sus contratistas externos; la gestión y el riesgo de sus proveedores es responsabilidad exclusiva de su empresa.

Dear Petronela,

I confirm that the 250,000 ARS corresponding to the second withdrawal request have finally impacted my bank account.

I am extremely grateful for your time, your efforts, and the mediation space provided by CasinoGuru, which was essential in resolving this issue due to the lack of response from the operator.

As far as I'm concerned, the matter is resolved and the complaint can be closed.

Sincerely,

Martinluppo

Estimada Petronela,

Confirmo que los 250.000 ARS correspondientes a la segunda solicitud de retiro han impactado finalmente en mi cuenta bancaria.

Agradezco enormemente su tiempo, su gestión y el espacio de mediación brindado por CasinoGuru, el cual fue fundamental para resolver este inconveniente ante la falta de respuestas del operador.

Por mi parte, el asunto se encuentra solucionado y se puede proceder al cierre de la queja.

Atentamente,

Martinluppo

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Martinluppo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela