V.Vegas Casino - Withdrawal of player's winnings has been delayed.

Dear Casino Guru Team,

I am writing to request your assistance regarding a serious issue with my withdrawal at VVegas, formerly known as Vulkan Vegas.

I requested a withdrawal, but my payment has still not been processed, even though the stated waiting period of five days has already expired. I have contacted customer support several times to ask for an explanation and an update regarding my money.

Unfortunately, the customer support I have received has been extremely disappointing. Instead of providing a clear explanation or a concrete solution, I have been left waiting without a satisfactory answer. I have made every effort to resolve this matter directly with the casino, but the problem remains unresolved.

I find this situation unacceptable. My withdrawal should be processed within the stated timeframe, and I deserve a clear explanation for the delay.

I kindly ask Casino Guru to review my complaint, contact the casino if possible, and help me obtain my outstanding withdrawal.

My complaint concerns the following issues:

My withdrawal has not been processed even though the five-day waiting period has expired.

Customer support has failed to provide a satisfactory explanation or resolution.

I have been unable to obtain a clear timeline for receiving my money.

I am willing to provide screenshots of my withdrawal request and my conversations with customer support as evidence.

Thank you for your time and assistance. I hope Casino Guru can help me resolve this matter as soon as possible.

Kind regards

PS.Transaktion ID 3c4861d8-d991-4ca6-a040-6b0c4c11deed

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Dear Espy,

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,
Complaints Resolution Center

Sehr geehrtes Casino-Guru-Beschwerdeteam,

vielen Dank für Ihre Antwort.

Ich verstehe, dass Auszahlungen einige Zeit in Anspruch nehmen können. Allerdings habe ich meine Auszahlung bei V.Vegas bereits am 11.10.2026 beantragt. Die vom Casino-Support genannte Frist von fünf Tagen ist inzwischen abgelaufen, und ich habe mein Geld noch immer nicht erhalten.

Ich habe bereits mehrfach versucht, eine klare Auskunft vom Kundenservice zu bekommen. Leider habe ich bisher keine zufriedenstellende Antwort und keinen konkreten Auszahlungstermin erhalten.

Ich bitte Sie daher, meinen Fall ernst zu nehmen und mir mitzuteilen, welche konkreten Schritte erforderlich sind, damit meine Beschwerde weiterbearbeitet werden kann. Ich möchte nicht länger mit allgemeinen Hinweisen auf mögliche Verzögerungen vertröstet werden, sondern eine klare Erklärung zum Status meiner Auszahlung erhalten.

Bitte bestätigen Sie mir außerdem, ob meine Beschwerde bis zum Ablauf der 14-Tage-Frist offen bleibt und ob ich mich anschließend erneut bei Ihnen melden soll.

Vielen Dank für Ihre Unterstützung. Ich hoffe auf eine faire und zeitnahe Lösung.

Mit freundlichen Grüßen

Meine Auszahlung vom 11.10.2026 steht bei V.Vegas weiterhin auf „Neu". Sie wurde bisher nicht als genehmigt angezeigt, und ich habe mein Geld nicht erhalten. Ich bitte Sie, dies bei der Bewertung meiner Beschwerde zu berücksichtigen. Können Sie mir bitte mitteilen, ob Sie den Fall weiterbearbeiten können und welche Nachweise Sie dafür benötigen?

We understand your frustration, especially since the casino's terms and conditions indicate a shorter processing time. However, please bear in mind that these timeframes generally apply to standard withdrawals that do not require additional checks. We therefore recommend contacting the casino to clarify the reason for the delay and ask whether any specific verification or security checks are being carried out. Please save screenshots of all relevant communication with the casino.

I will keep your complaint open during this period. If the withdrawal has not been processed after 14 days, please update us here and share screenshots (withdrawal request, relevant communication) as proof so we can review the situation further.

Thank you for your patience and cooperation.

Dear Espy,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Espy,

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.