Vulkan Vegas Casino - Player claims that payment has been delayed.

I submitted a withdrawal request on June 11, which was approved by the casino on June 12. Since then, I have been waiting for the funds to arrive. On June 14, I contacted the casino to check the status of the payment and was told it would take a maximum of 5 banking days from the date of approval. Given that the approval occurred on June 12, the first banking day was June 13.

Despite this, I reached out on June 14 and every day thereafter, asking for updates. Each time, I was told to wait. I was informed that the funds would be in my account no later than June 19 at 23:59. I contacted the casino multiple times on June 19, and was told to wait until midnight. After midnight, the money still had not arrived.

I had suspected that there might be a delay, which is why I took the initiative to reach out repeatedly during the five banking days—to ensure that the payment was being handled properly.

After the five banking days had passed, I was told the matter would be escalated. I also received this message from support:

"As I can see, your withdrawal is a little bit late now. We processed your payment and transferred them to the external payment provider. Unfortunately, we cannot affect your payment directly now, but I can ask our financial department to have a look at what happened. As you know, there was a huge Cloudflare outage on 12.06, and our payment provider might’ve been affected. We are very sorry for your inconvenience."

This shows that the casino was aware of technical issues, yet during all the days I contacted them—within the 5-day window—they never checked whether I was among the affected customers.

Since June 19 was a Thursday, I expected the payment to arrive on Friday (June 20), but it did not. Now I will likely have to wait through the entire weekend, which is unacceptable.

I was fully verified before submitting the withdrawal, and I should not have to wait this long to receive my money. As a customer, I should not have to chase the company daily, worried whether they will follow their own stated timeframes.

What concerns me even more is that the casino was aware of a potential problem and still did nothing to investigate whether I was impacted, despite my repeated inquiries.

This is unacceptable.

Deposits are processed within seconds.

Withdrawals are allowed to take weeks.

Completely unreasonable.

I am surprised this casino has such a high rating, as I have now read multiple reviews describing similar withdrawal issues.

Dear Fiamedknuff,

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.

I submitted a withdrawal request on June 11, which was approved by the casino on June 12. Since then, I have been waiting for the funds to arrive. On June 14, I contacted the casino to check the status of the payment and was told it would take a maximum of 5 banking days from the date of approval. Given that the approval occurred on June 12, the first banking day was June 13.

Despite this, I reached out on June 14 and every day thereafter, asking for updates. Each time, I was told to wait. I was informed that the funds would be in my account no later than June 19 at 23:59. I contacted the casino multiple times on June 19, and was told to wait until midnight. After midnight, the money still had not arrived.

I had suspected that there might be a delay, which is why I took the initiative to reach out repeatedly during the five banking days—to ensure that the payment was being handled properly.

After the five banking days had passed, I was told the matter would be escalated. I also received this message from support:

"As I can see, your withdrawal is a little bit late now. We processed your payment and transferred them to the external payment provider. Unfortunately, we cannot affect your payment directly now, but I can ask our financial department to have a look at what happened. As you know, there was a huge Cloudflare outage on 12.06, and our payment provider might’ve been affected. We are very sorry for your inconvenience."

This shows that the casino was aware of technical issues, yet during all the days I contacted them—within the 5-day window—they never checked whether I was among the affected customers.

I was fully verified before submitting the withdrawal, and I should not have to wait this long to receive my money. As a customer, I should not have to chase the company daily, worried whether they will follow their own stated timeframes.

What concerns me even more is that the casino was aware of a potential problem and still did nothing to investigate whether I was impacted, despite my repeated inquiries.

This is unacceptable.

Deposits are processed within seconds.

Withdrawals are allowed to take weeks.

Of course I’ve been in contact with support every day since 12th June, serveral times a day

how can this not be escalated within the company? This is crazy

don’t you communicate with eachother

I’ve been in contact with support several times everyday since 11th June. About the withdrawal but also after the 18th, about the failed deposit. After writing review on trustpilot they ask me to write one here on CasinoGuru. See below!

This is the respons I got from Trustpilot from Vulkanvegas

"Dear Maia

Thank you for your feedback, and we sincerely apologize for the delay and frustration you've experienced. While we aim to process withdrawals within the stated timeframe, technical disruptions — like the recent Cloudflare issue — may have impacted your transaction.

We recognize that our communication should have been more transparent and proactive in your case. Your concerns have been escalated internally, and we’re reviewing this to avoid similar issues in the future.

Please reach out with your player ID so we can prioritize your case. We appreciate your patience.

EDIT:

Dear Maia

Thank you for providing your account ID. 

Can you please share the transaction ID for investigation? Or would you rather make a complaint at CasinoGuru?

We are here to help you!

Dear Maia

Any chance you could make a complaint at CasinoGuru? It is very inconvenient to solve at TrustPilot."

—————

When I ask support today when the matter was escalated I got the answer:

"The delay of withdrawal was escalated on Thursday of last week."

—————-

Now you tell me tell me that you don’t have taken any case about this?

This casino obviously have issues since I have TWO cases about payouts to me have not been done last days.

Why is this matter ignored by the Casino in all channels?

The support can’t help

Ignored here at CasinoGuru

Ignored in Trustpilot

How can this joke casino have high rating by CasinoGuru?

Ive waited since 11th June and during that time I got scammed with a failed deposit that they refuse to pay me back (18th June)

Why is it legal to ignore customers and hold their money. Should a casino be allowed to have a external provider for payment where there is no control or insight in customers cases?

How can this be legal?

Dear Fiamedknuff

We are truly sorry about your trouble, and our specialists are working on your issue.

You may have noticed, that teh casino approved the withdrawal in a timely manner, but unfortunately sometimes it happens that the external payment providers may have technical issue. So now the financial team is doing their best to resolve for you ASAP.

Your patience is highly appreciated.

Also, we've granted you a bonus, feel free to use it, while we take care of your issue🙂

Kind regards

Happy to hear that you’re doing everything to resolve it asap. That was 12h ago and still haven’t received my money..

Any updates?

15hours since last update and I still didn’t receive my money from Withdrawal it’s been 2 weeks

Dear Fiamedknuff,

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.

no I haven’t received my money from the withdrawal and VulkanVegas has not reached out to me since the reply here 23h ago

Still haven’t heard from the company in 2 days. And I haven’t got my money from withdrawal. Maybe they won’t pay me?

Hello

Do the casino have 7 days to reply?

its been more than 14 days and I have bills to pay! I have no patience left!

how on earth can this casino have high rating on CasinoGuru????

Dear Fiamedknuff

Please kindly confirm when money reach your account.

Regards

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

Dear Fiamedknuff,

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