An Austrian player reported a delayed payment, with the withdrawal having taken over six business days. The Complaints Team had advised the player that such delays could be usual due to various reasons such as KYC verification or high volume of withdrawal requests, and suggested waiting at least 14 days before submitting a complaint. The casino had asked the player to notify them when the money reached their account. After extending the complaint's timer by 7 days without a response from the player, the Complaints Team had to reject the complaint due to lack of communication.
Vulkan Vegas Casino - Delay in player's withdrawal.
Amount: €100
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Payment has not been made for 6 business days. Negative reviews on Trustpilot are increasing daily. One is always put off.
Automatic translation:
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6 months ago
Dear bauxlboy7,
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
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5 months ago
Dear bauxlboy7,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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