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Hello on 20.03, the vulkan vegas casino ordered my payment for the amount of 1431.28 euros as successful but the payment did not reach my account. I wrote to them on the chat, they replied that the payment was sent from their side, they also sent me a payment receipt and told me to contact my bank. However, my bank does not have such a payment. I will also add that my account is verified. Please help me recover my winnings.

Witam dnia 20.03 kasyno vulkan vegas zleciło moją płatność na kwotę 1431,28 euro jako udaną lecz płatność nie dotarła na moje konto. Pisałam do nich na czacie odpisali że z ich strony płatność została wysłana wysłali mi również rachunek płatności i kazali się kontaktować z moim bankiem. Jednak mój bank nie ma takiej płatności . Dodam również że moje konto jest zweryfikowane . Proszę o pomoc w odzyskaniu wygranej.

Dear dzowita,

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

I have never had such a problem at other casinos, when a withdrawal was ordered, it was in the account after a maximum of two days. And I have been waiting for over a week, on the chat they keep writing the same thing that they reported it to support, but support has not responded for two days and they cannot tell me why I did not receive the transfer. It is the 21st century, transfers arrive within 2 days and here is my money held by them.

Nigdy nie miałam takiego problemu na innych kasynach jak wypłata została zlecona to maxymalnie po dwóch dniach była już na koncie . A ja czekam już ponad tydzień na czacie piszą ciągle to samo że zgłosili do suportu ale suport od dwóch dni nie odpisuje i nie potrafią mi odpowiedzieć dlaczego nie dostałam przelewu . Jest 21 wiek przelewy dochodzą w ciągu 2 dni a tutaj są moje pieniądze przetrzymywane przez nich .

Dear dzowita,

Thank you for your follow-up and for sharing your concerns with us.

I understand your frustration with the delay in receiving your withdrawal, and I want to assist you in resolving this matter. To help us proceed with the investigation, could you please forward a screenshot of your withdrawal request from your casino account? This will allow us to verify the details and continue looking into your case.

Once we receive the screenshot, we will review the situation and help you as best as we can.

Thank you for your patience.

For 5 days now, support has not answered my question about what happened to my transfer and when will I receive the winnings in my account, and on the timeline they keep writing the same thing that the case is being analyzed by the finance department.

Suport od 5 dni nie odpowiada na moje pytanie co się stało z moim przelewem i kiedy dostanę wygraną na konto a na czasie ciągle to samo piszą że sprawę analizuje dział finansowy .

Dear dzowita

Sorry for the issue. The casino has reported it to the PSP immediately, we are still waiting for their response.

Regards

But I've been waiting for my winnings for 2 weeks now and still no one can tell me what's going on with my winnings. And the regular payout period has already passed.

Tylko że ja już czekam 2 tygodnie na moją wygraną i w dalszym ciągu nikt mi nie potrafi odpowiedzieć co z moją wygraną. A regulaminowy czas wypłaty już minął .

Yesterday I received the transfer so the matter is over. Thank you very much for your help. Best regards.

Wczoraj otrzymałam przelew więc sprawa zakończona Dziękuję bardzo za pomoc pozdrawiam

Dear dzowita,

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 (link here). 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,

Petronela

Casino.Guru