The player from Germany requested a withdrawal less than 2 weeks prior to submitting this complaint. It has not been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
Vulkan.bet Casino - Player’s withdrawal has been delayed.
Amount: €300
Vulkan.bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I've been waiting for a payout totaling 300 euros (250€+50€) for more than 7 days. Again and again the live chat employee comforts me that I should be patient, that the payment has been processed and confirmed by your side and that it would be up to the payment provider that the money is not yet in my account. It is strange that my payout of 100 euros, which I had requested after the 300 euros, was transferred the next day. I chose the payout option via Mifinity, so it can't take that long, can it?
Automatic translation:
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2 years ago
Dear mietz88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
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2 years ago
Dear mietz88
Please kindly specify the disputed transaction ID, hence currently there are no active/pending withdrawal requests.
Thank you for cooperation!
Best regards
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2 years ago
Translation
I followed the advice of customer service and had my 2 withdrawals (€250+€50 from 09/10/22) canceled on 18/10/22.
I looked at my player account again on October 19th and saw that the €300 had been credited to my account, so I made a payment of €250. The message appeared that I should still bet €3.85, I pressed further and confirmed the payout.
Today I wanted to continue playing with the remaining balance and the money is gone. I was also written to ask that the 50 euros were collected as a commission because I had not met the sales conditions.
What is that crap? The 300 euros were not a deposit but a cancellation. 
Automatic translation:
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2 years ago
Hello, mietz88
We can confirm the commission was applied, since you had a remaining 3.85 EUR to wager in order to avoid the commission. The appropriate warning popped up, and you agreed to the terms and proceeded.
The transaction is now being processed by Mifinity.
Kind regards
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2 years ago
Translation
Excerpt from the terms and conditions:
' 8.13. Withdrawal amounts up to 300 USD will be transferred to customer's account within 2 days from the date of request, excluding weekends and holidays'
The terms and conditions contain the rules of the casino for players as well as all other internal casino departments e.g. finance department or???
My payout is now taking a few days again, although it says that amounts up to 300 euros will be paid into the account within 2 days after the application.
Transaction number: b1ba4b45-a4f5-4d6b-b8bf-96601ff414f4
Edited
Automatic translation:
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2 years ago
mietz88, I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 years ago
Translation
I play in some online casinos but in none of the casinos has the payout * as verified Player* took soooo long than at VulkanBet Casino. 🤬😠
Automatic translation:
