The player from Hesse has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €5,120
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 years ago
Translation
Hello, I've been since 01/14/2020,
registered and verified at VulkanVegas.
I can't be more verified than current. I have provided all data such as personal ID, driver's license, all bank accounts, payslips, bank statements and also my military ID.
On January 17th, 2023 I received a payout of €690.00.
I then had a profit of €5120.00 because I tried to pay out on January 18th and January 19th.
VulkanVegas rejects this payout and asks me for verification.
How am I supposed to verify myself even more if I'm already verified!?
This morning, I looked at the payment history, and the withdrawals I re-requested yesterday were marked as (deleted by user). Although I haven't canceled anything from the payouts. Pretty strange, as soon as you have luck and a higher profit, such customer unfriendly behavior occurs. Very strange
It would be very nice if I could be helped somehow.
Kind regards
Reitbach
Automatic translation:
Public
Public
3 years ago
Dear TimoRb,
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
