The player from Germany was waiting for a payout of €950, which the casino had promised within five days, but it had not yet been received after six days. Despite having a verified profile and complying with the casino's terms, he received unhelpful responses from email support. His withdrawal was canceled without notification or reason, and he faced difficulties contacting customer support. The Complaints Team had attempted to reach the casino multiple times but did not receive a response. The complaint was marked as "unresolved," and the player was advised to consider the casino's reviews and ratings in the future.
Vulkka Casino - Player’s winnings are delayed.
Unresolved
Our verdict
No reaction
Black points: 497
Amount: €950
Vulkka Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
9 months ago
Translation
The casino is not paying out. I have been waiting for my winnings of €950 for six days now.
The casino notified me six days ago that it would pay out my winnings within a maximum of five days. However, no money arrived and those five days have now passed.
The email support only replies with platitudes and is not helpful at all. Please help!
My profile with the provider is verified and this is the first withdrawal I have made in this casino. I played in accordance with the terms and conditions.
Automatic translation:
Public
Public
9 months ago
Dear MaxbetHunter,
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 a review of your gameplay, a high volume of withdrawal requests, or other external factors.
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 game history has been successfully 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,
Veronika
Sensitive attachment
Sensitive attachment
9 months ago
Translation
I am aware that CasinoGuru always waits 14 days after opening a complaint.
But the problem is this: The casino said that it would pay out the money within 5 days. But the casino did not pay out the money within 5 days. So it is not doing what it says.
So we can happily wait two weeks, but the status will still be the same: no payout from the casino.
So please leave the complaint open and let me know when you are ready to take action.
Automatic translation:
Sensitive attachment
Sensitive attachment
9 months ago
The casino now obviously starts lying. They told me that they sent a part of the funds to me, which is not true. Proof comes from their own system - they actually canceled my withdrawal for no reason. I did not receive any money.
Sensitive attachment
Sensitive attachment
9 months ago
Now, when I try to chat with the support, they always kill the chat without talking to me. That shows how ignorant and unfriendly their customer service is. In fact, only scammers behave like that.
Public
Public
9 months ago
Thank you for keeping me updated.
Are you able to see the new withdrawal requests, which the casino allegedly divided into 3 parts, in your profile? Or has your withdrawal history not been updated accordingly?
Have you received any of the withdrawals yet?
Has the casino provided an explanation as to why your withdrawal request was canceled?
Public
Public
9 months ago
Translation
The casino simply cancelled the withdrawal without giving a reason and without notifying me. You can see the screenshot as proof in the history above.
In addition, the casino simply lied to me with the message about the alleged payment of a partial amount. You can also see a corresponding screenshot of this above in the history.
I haven't received any money yet. Email support no longer responds, and chat support ends every chat with me immediately after the chat has started.
Automatic translation:
Public
Public
9 months ago
Thank you very much, MaxbetHunter, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
9 months ago
Translation
Thank you very much for your help so far!
Automatic translation:
Public
Public
9 months ago
Dear MaxbetHunter,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Vulkka Casino outside this complaint thread and let you know any new information once I receive it.
Public
Public
9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
9 months ago
Translation
Casinoguru is not the only one who has not received a response from Vulkka Casino. I have tried to contact Vulkka Casino many times in the meantime and chats with me are still terminated without any response. The casino has still not paid out the €950 winnings and the withdrawal is still listed as "Rejected" in my profile - for no reason and without notification.
We are happy to wait another 5 days without success until you close the complaint and HOPEFULLY clearly mark the casino as a scammer.
Because for me, the conclusion is now very clear: Vulkka Casino is clearly a fraud and I will not get my money - that much is clear to me.
Automatic translation:
Public
Public
8 months ago
Dear MaxbetHunter,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Katarina
