The player from Germany had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. The issue was resolved when the casino confirmed that the initial transactions had been rejected and the funds had been returned to her account. She had been advised to make a new withdrawal request, which she subsequently did. The Complaints Team marked the complaint as 'Resolved' after receiving confirmation that the funds had been credited to her player account.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,400
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Dear Casino Guru Team,
I am writing to you with the following complaint:
On June 9, 2025, I made a total of three withdrawals via bank transfer to Vulkan Vegas:
400 € (Transaction ID: 1b938626-3b3b-4b96-81a5-fbe6f2*****)
€500 (Transaction ID: 494a8c57-0867-4cdb-a362-1fb114*****)
500 € (Transaction ID: d7e933d1-d092-4660-bf73-ede301*****)
According to the casino, these were successfully paid out on June 9, 2025, at 11:11 a.m. Normally, the amounts are in my account within 1–2 business days at the latest. But today, June 17, 2025, not a single cent has arrived.
I've contacted support several times. Each time, I receive vague answers and are simply asked to be patient. Even my request for proof of payment or a reference number for my bank hasn't received a concrete response.
I also contacted my bank – there is no incoming or blocked transfer, neither in my name nor in the casino's name.
I'm a long-time, verified Vulkan Vegas customer and have never had any issues with withdrawals. This behavior is new to me and very disappointing.
I therefore ask for your support to finally achieve a transparent clarification.
Best regards
Denise
Edited by a Casino Guru admin
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8 months ago
Dear Denise85,
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
Dear Denise85
The transactions got rejected and all the money was retuned onto your account.
Feel free to make a new withdrawal request.
Sorry for the inconveniences caused.
Kind regards
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8 months ago
Dear Vulkan Vegas Casino, thank you for the information provided.
Dear Denise85, we would appreciate it if you could confirm once the funds have been received.
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8 months ago
Translation
Hello. The money has been credited to my player account. I've requested another withdrawal. I hope it works now. What I couldn't understand is that I had to wager another €10 of my money to withdraw it. If it doesn't work again and I have to wager €10 again to withdraw the money, that would be a complete rip-off.
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8 months ago
Translation
Money has just been credited to my account.
Thanks
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8 months ago
Dear Denise85,
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
