The player from Germany had deposited €55 and successfully won €300, but his withdrawal request was rejected after 30 minutes. Despite contacting customer service, he had been waiting for a response from the finance department for three days. The issue was resolved when the casino confirmed that the transaction had been approved and that the winnings should have reached his bank account. The Complaints Team informed him that without confirmation of receipt, they were unable to proceed further, which led to the rejection of the complaint.
Vulkan Vegas Casino - Player's withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €300
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
I deposited €55 and after playing for a while, I made €300. Then I wanted to withdraw €300, but it was rejected after about 30 minutes. I contacted customer service, and they reported everything to the finance department, but now I've been waiting three days for a response. What now?
Automatic translation:
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1 year ago
Dear Hinze93,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Greetings all!
According to our records, the transaction was approved at 20.03.2025 14:03:16 (UTC) and the money should have already reached the player's bank account.
Regards
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12 months ago
Dear Hinze93,
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.
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11 months ago
Dear Hinze93,
Without confirmation from your side regarding the receipt of your winnings, we are unable to proceed further with this complaint. Therefore, we regret to inform you that we will have to reject the complaint.
If you still have any issues or concerns, please feel free to reach out to us, and we will be happy to assist you.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
