The player from Germany experienced delays with her recent withdrawal requests despite being a verified customer. She had made multiple withdrawal requests totaling over 2880 euros, but the processing times were significantly longer than expected based on her experiences with other casinos. The Complaints Team extended the investigation period but ultimately had to reject the complaint due to a lack of response from her, which prevented further investigation.
Vulkan Vegas Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €2,780
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
I've been playing in the casino for more than a week now and I think it's very good in terms of games and bonuses.
I already requested 3 withdrawals last week, which took almost a week in total. I successfully completed the verification, and now I have made another 4 withdrawals, 2x 400.00 euros, once 900.00 euros and once 1080.00 euros. I am a verified customer and I normally know from other casinos that withdrawals are processed in no time as soon as you are verified, but unfortunately that is not the case here.
The payouts take an unnecessarily long time, the deposits were successfully processed twice.
Automatic translation:
Public
Public
10 months ago
Dear Yuikimuraaa,
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,
Kristina
Public
Public
10 months ago
Greetimngs, Yuikimuraaa
Congratulations on your win!
All withdrawals are approved according to T&Cs of the casino, if you believe the casino somehow violated the terms - please specify so, otherwise we do not see any grounds for the complaint.
Regards
