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Hi Casino guru team.

I have requested a withdrawal of winnings on may 13:th that the same day and the day after got approved ( the casino made my request in to four smaller amounts)

I waited as their T&C ( payout in 5 min to 48h but not exceeding 5 days) and on day five the money was back on my players account due to technical difficulties they say.

On the chat support they adviced me to make a new request with a new payment method and I did so yesterday. Today my request is still incomplete and the chat support is unresponsive. I have waited over an hour in chat but no answer.

My account is fully verifyed and I have not used any bonuses.

Can you please help?

kind regards

Dear Erika1982,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

Lastly, could you please forward the exact URL of the casino website? Is this the one?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronella.

First, it is not the about the payment method I am making the complaint. It is about the withdrawal being approved and transfered from my players account for five days, and then they rejected the withdrawal due to technical difficulties. When I asked them to speed up the process to payout the winnings they simple doesnt respond for several hours. And when they finally did answer the chat they only copypasted the information in their T&C that I already now. At the moment my money is in my players account and they have not yet done anything with my request.

i have a fully verifyed account.

the casino you have linked is not the one Im afraid. The one I submitted the complaint on is vulkanvegas.com

https://vulkanvegas.com/en

this is the right one!

Thank you very much, Erika1982, for your reply. I have switched the complaint to the correct casino. Could you please advise if you have withdrawn any winnings from this casino in the past or if this was your first attempt?

Dear Erika1982

We are here to assist you!

Please specify the disputed transaction IDs, since we do not see any active/pending withdrawals.

Thank you in advance!

Kind regards

Dear Erika1982,

Could you assist, please?

Dear Erika1982,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.