The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. Their money had not been received yet. The issue was resolved when the player confirmed that their withdrawals were successfully processed in daily increments of 150 euros after the recommended timeframe had passed. The Complaints Team marked the complaint as resolved following the player's confirmation of receipt.
VulkanSpiele Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hello everyone,
So I've been fully verified for almost 2 weeks now.
Now I'm having problems with the payout.
I've done everything they've asked of me. All withdrawals have been rejected so far.
The first withdrawal was rejected with the following reason: for technical reasons the maximum amount for a single withdrawal is 150. However there is no limit on the number of requests. I then paid out in 150 euro increments exactly as requested. 2nd rejection due to apparently incorrect bank details, which is incorrect. 3rd rejection; I was supposed to wager 5.05 euros again because if I withdraw 150 euros because of the 20% it's always 180 euros. I then wagered 5.05 and requested another withdrawal, but they said I should enter my bank address as the recipient's address, which was also rejected. Now I submitted it again and they said I have to wait up to 30 days. A constant back and forth. It started with the verification, which took over a week. They wanted pictures of me with my passport and my email address. Everything worked out, but now they're completely lying about the payout and constantly contradicting themselves.
I'm talking about Vulkanspiel3.com
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6 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
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6 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationMy problem is, I'm verified, and it says so in my account (I even received an email about it), but withdrawals keep getting rejected for strange reasons. Can't you just follow up?
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6 months ago
TranslationHello, is it normal that they pay me 150 euros every day and I always get the money at the same time.
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6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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6 months ago
TranslationHello, I'm fine, thank you!
I get paid out my winnings in 150 euro increments. One payout every day. I'm glad it finally worked, but I just think it's a shame they didn't pay it out all at once. At least it worked.
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6 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
