The player from Germany has been waiting for a withdrawal for less than two weeks. Soon after opening a complaint, player has received their winnings.
Vulkan.bet Casino - Player’s winnings haven’t been received yet.
Amount: €80
Vulkan.bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I am told the casino has no control over the withdrawal process. The terms and conditions say 2 working days until the money appears to me. The support answers me that the deadline would be 5 days.
https://vulkan.bet/de/terms-and-conditions
It would be nice if you could help me.
Greeting
TheCooN82
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1 year ago
Dear TheCooN82,
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,
Complaints Resolution Center
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1 year ago
Translation
Good morning,
No, I haven't received anything yet and the status has been "being processed" since 04.04.23.
The CooN82
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1 year ago
Thank you for your reply, TheCooN82. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
Translation
Dear Kristina,
I'm glad they signed up. KYC is passed and have already paid out successfully several times. The support told me to wait and they had no influence. After 5 business days they would also become active. but that doesn't happen despite asking. If I remember correctly it was without a bonus
Greeting
TheCooN82
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1 year ago
Translation
It now takes 2 days after each sentence to get an answer. 🙁
Happy Sunday 🙏🏼
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1 year ago
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Hello Kristina, is there so much to do at the moment?!
I would appreciate if you could contact the casino to find out where the problem is.
Greeting
TheCooN82
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1 year ago
Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
The payout was canceled by the casino 10 minutes ago. 
As mentioned above, the casino always meant the same thing. I should wait they have no influence.
I have just requested a new payment.
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1 year ago
Thank you very much, TheCooN82, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello, TheCooN82!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
Translation
Hello Pavel,
I am glad that you help me.
Greeting
TheCooN82
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1 year ago
Translation
The €80 has just been paid out. After 23 days, the casino or its payment provider canceled the payment. New payment made yesterday. Money is there now.
I thank them for the support.
Best regards
TheCooN82
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1 year ago
Dear TheCooN82,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Pavel K
Casino Guru Team
