The player from Germany had not received his €1000 withdrawal from Vulkanvegas a week after the request. Despite being told that the money had been automatically released to an external payment provider, there was no fixed date for the transfer, and he continued to wait for the funds. We explained that withdrawals could take several days or weeks and asked him to wait at least 14 days while cooperating with the casino on any KYC checks. As he did not respond to our follow-up messages and reminders, we were unable to continue the investigation and the complaint was closed for now.
V.Vegas Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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3 weeks ago
Translation
A week ago, I won €1000 on the Vulkanvegas website and requested a withdrawal. A week has passed since then, and I haven't received any payment. When I inquired, I was told the money had been automatically released and transferred to an external payment provider. When I asked about the withdrawal date, I was assured that the money had been released on their end. Where am I supposed to get my money? I've been waiting a week for the withdrawal; when will I finally receive it? There is no fixed withdrawal date.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Attila
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2 weeks ago
Dear Wolfieg10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
