The player from Germany had requested a withdrawal less than two weeks prior to submitting her complaint. The payment had not been processed yet. The issue was resolved after the player confirmed that the casino had processed her winnings following a 15-day delay. The Complaints Team marked the complaint as 'Resolved' in their system after receiving this confirmation.
Vulkan Vegas Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
"My withdrawal from Vulkan Vegas has been pending since June 6, 2024, but I haven't received anything. Today is June 16, 2025. I've been put off several times daily, but nothing has happened. It seems the finance department is doing nothing to help customers. I'm tired and must now take legal action."
Automatic translation:
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8 months ago
Dear Pipapo255,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Translation
Thank you for your efforts to help me! It's been 12 days already. I understand! Every day, Vulkan Vegas only consoled me with the same words, but nothing has happened."
I am infinitely disappointed
Best regards
MS
Automatic translation:
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8 months ago
Translation
Today is the 15th day, 14 days have passed, and my winnings from Vulkan Vegas still haven't been paid out. Please help me. Customer service keeps fobbling me off with the statement that my case has been pending for 14 days.
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pipapo255,
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,
Dominika
