V.Vegas Casino - Player's withdrawal has been delayed.

I requested a withdrawal of PLN 300 to my Revolut account on August 17th at 12:40 AM. The funds disappeared from my balance but have not yet been transferred to my account. The casino exceeded the statutory 12-hour processing time. Support only provided me with the internal payment ID but officially refused to provide the ARN number, which proves that the transfer was not physically sent from the intermediary bank. Please help me recover the withdrawal.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Could you please share a screenshot of the payout in question and its status, as they appear in your payout history?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Ptysiulek

Can you please specify the disputed transaction ID in order to invetigate?

Regards

Dear Ptysiulek

We have reviewed the chat screenshots and can confirm that our support agent did not request your CVV, card expiry date, or full card number.

The agent initially asked for your payment details and the withdrawal amount. When you interpreted this as a request for sensitive card information, the agent immediately clarified that only the masked card number and transaction amount were required.

At no point were you asked to provide your CVV or any other confidential card credentials. We acknowledge that the initial wording could have been more precise, but the allegation that our support attempted to obtain your CVV is not supported by the conversation.

Please kindly give us some time to contact the PSP and investigate your issue.

Kind regards

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

Dear Ptysiulek,

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,

Tomas