The player from Germany had been waiting since January 1, 2025, for a €1,216 withdrawal after closing his account. Despite the casino claiming that the payout had been approved, the funds had not arrived in his bank account as of January 24, 2025. The Complaints Team had engaged with both the player and the casino to clarify the situation, but the player did not respond to subsequent inquiries. The player later reported that the police had been involved due to allegations of illegal gambling, which complicated the situation further. As a result, the complaint was rejected, as the casino had fulfilled its obligation by processing the payment and sending the money to the player, leaving the matter to be resolved between the player, his bank, and the police.
Vulkan Vegas Casino - Player's withdrawal has been delayed.
Other
Amount: €1,216
Vulkan Vegas Casino
Safety Index:Very highCase summary
I have been waiting since January 1, 2025, for my €1216. Since I have closed my account and cannot check if it was truly withdrawn, and I am unable to contact via chat, I have sent several emails to the casino asking where my money is. They claim it has been approved and paid out, but as of January 24, 2025, no money has arrived in my bank account.
Dear DennisTisch,
Thank you very much for submitting your complaint. I’m sorry to hear about the delay you’ve been experiencing with your €1,216 withdrawal.
To get a better understanding of the situation and assist you effectively, I’d like to ask a few questions:
- Did the casino provide you with any proof of payment, such as a transaction confirmation or reference number? If so, could you share this with us?
- Have you contacted your bank to check if there might have been any pending transactions or issues on their side?
- Could you forward any email communication between you and the casino regarding this withdrawal to [email protected]? This will help us investigate further.
- Lastly, if you have any additional information, such as the transaction ID or withdrawal reference number, please provide it so we can use it to follow up.
Your cooperation is crucial for us to proceed with this case and work towards a resolution. The more details we have, the better equipped we are to mediate effectively with the casino.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while you reply and we investigate further.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
I sent it to you by email and thank you
The casino said the €211 was cancelled and transferred back to my player account. I requested a payout as I no longer have access to my account.
And the 1005€ were supposedly paid out but so far no money in my bank account
Thank you very much, DennisTisch, for providing all the necessary information. I will now transfer your complaint to my colleague, Matej ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Hello DennisTisch, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Vulkan Vegas Casino to join the conversation and participate in the investigation of this case as well.
Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
Dear all
We can confirm, that account is not blocked, only the gameplay and deposits are restricted.
We are kindly asking to make a withdrawal request of 212 eur.
Regards
Thank you very much for the quick reply!
Dear DennisTisch, could you try to log into your account to request the withdrawal as mentioned in the post above, and also see the status of the 1005€ transaction, please?
The 212.06€ have just been transferred, it worked
But not the 1005€ if they perhaps transfer it back from the savings bank and transfer it to my new bank account?
Firstly, I would like to thank Vulkan Vegas Casino for promptly responding to this case. Much appreciated. :)
Secondly, DennisTisch could you please let us know once you speak with the support and let us know if everything has been sorted? Once you figure out where the money have been sent, it will be easier to decide the next steps.
Dear DennisTisch,
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.
Hello Dennis, any updates regarding the missing payment? Has everything been settled? :)
Unfortunately, DennisTisch has not responded to my messages and questions. Consequently, I am unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time, if needed.
We’ve reopened this complaint at the request of DennisTisch, who has stated that the money have not been received yet. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Vulkan Vegas Casino, could you please double-check the transaction and let us know of your findings? Thank you.
Greetings,
The transaction was successfully withdrawn on 16.12.2024 08:17:13 (UTC) (last year)
Regards
Dear Vulkan Vegas Casino can you please confirm what was the payment method used for the processing and whether it has changed from the previous one shortly before the said withdrawal? If necessary, feel free to send me the screenshots directly to my e-mail at [email protected]. Thank you.
Thanks for the answer, the question is, who withdrew the payout?
I'm missing €1,000 because I also had to change banks, and as I said, I haven't received €1,000 yet. Surely the money has to be somewhere?
Dear DennisTisch, can you confirm the above information is correct, please?
Dear DennisTisch,
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.
I didn't get the money because I went to the police in Germany and the police want to keep the money because I was reported for illegal gambling and my bank is abroad and the police said it was a crime. Could they try to get the money back from the savings bank and transfer it to my new bank details?
Thank you for the update! Unfortunately, I don't think much can be done now, since the police is involved.
Vulkan Vegas Casino has paid the money to your lawful account and on their end everything has been done. And asking for a transfer return based on your previous statement would be impossible, if not even illegal.
Going forward, this has to be settled between you, your bank and the police, and neither Vulkan Vegas or Casino Guru can do much to help, as neither is a law firm or a governmental body.
Since the casino paid the money and the issue has been resolved, I will now close the complaint. However, since the payment has been frozen by the police, I will close this complaint as rejected instead of resolved, as Casino Guru does not mark cases as "resolved" unless the player is happy with the outcome. I am sorry we could not be of more help in this case. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
