The player from Poland had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had determined that the complaint was a duplicate of an existing one and had therefore rejected it. The player was advised to follow up through the existing complaint channel for further assistance.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: 650 zł
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
8 months ago
Translation
They kept saying that the withdrawal would take from 5 minutes to 12 hours. Now when I wrote asking when it would be, I had to wait 2 days. I passed the KUS verification successfully, and they immediately told me that the payment would take up to 12 hours, since the amount does not exceed €500.
I request an immediate inspection.
Automatic translation:
Public
Public
8 months ago
Dear player,
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 the 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.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
