Vulkan Vegas Casino - Delay in player's withdrawal from Vulkan Casino.

I made a withdrawal on 30/11/2023 of 600 euros.

1. 30b0baec-3a89-4cae-bbde-1f73e3a0486 of 200 euros.

2. bfd2fbed-9e0e-40a5-9934-aaee18d84f55 of

400 euros.

The withdrawal was approved by the casino. The casino is called Vulkan Casino.

They claim that the responsibility lies with an external party that handles their payments.

I have been in contact with their support about 20 times. I get different responses, it feels like they are guessing.

They take no responsibility for tracking the money and ensuring it ends up in my account.

I've been waiting for 34 days for the withdrawal.

Dear jonasvonw,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Do I understand correctly the transactions appear as 'processed' or 'complete' in the casino withdrawal history?
• Could you please provide a screenshot of your withdrawal history? You can post screenshots here, alternatively, send me the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear jonasvonw

Indeed, we can see the transaction is "stuck" on the PSP side.

We are raising a ticket for investigation immediately.

Apologies for the inconveniences, but we do guarantee you'll get the winnings!

Best regards

Hello!

Sounds like you've found the cause. The casino didn't succeed with that, great!

Thanks to both parties for the reply.

Dear jonasvonw,

Please let me know when you receive the result of the casino's investigation and let us know when you'll receive your winnings.

I'll await your reply.

I was in contact with the casino on 11/1. Still getting the same guesses from support. They believe that their casino has fulfilled its obligations and that the responsibility rests with the external actor who manages the payout. Furthermore, they claim that the money is in the final phase of being paid out, they said the same thing 3 weeks ago. They don't want to help me "put some speed on the unknown external actor". They plead with me to be patient. Have now waited 45 days for my withdrawal. Patience...I think they're joking. Feels like I'm well on my way to being scammed.

The amount is 600 euros, not kroner.

I fixed the disputed amount.

Thank you very much, jonasvonw, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello jonasvonw,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vulkan Vegas Casino,

Could you possibly provide additional information regarding the delayed payment and give us an update about the situation of the payment process?

Thank you in advance.

Respectfully,

Michal

Hello

As per our records, the withdrawal requests mentioned above ended up in failure, since the player's bank does not accept the payment. The money was returned to the player's balance.

Kind regards

Dear Vulkan Vegas Casino,

Thank you for your answer. What should the player do to get his payment then? Should he make another withdrawal request? Or should he consider using another withdrawal method?

Dear Michal

According to our records, the player used the funds to continue playing.

Regards

Dear jonasvonw,

Could you comment on the situation? Did you use the requested funds and continue playing with them?

Don't know what the Casino is aiming for. Have been in contact with them about 30 times. The support has on all occasions ended the chat by telling me that my withdrawal will be in my bank account shortly. Today is 52 days since they approved my withdrawal. Checked with my bank, over time they haven't seen any money coming. Is it the case that for some reason the casino deposited money into my gaming account after 50 days of complaints, from my side, without notifying me via my registered email, it is strange to say the least. They have only come with promises that the money will be paid to my bank account. The last time I played, I deposited the equivalent of 200 sec, played them and that was it. I don't check any game balance but play as long as I can. Sometimes I make a withdrawal. Do they mean that I have gambled away the money that would have been paid out on 11/30/2023?

Hello jonasvonw

Yes, that is correct. The money was returned onto your balance on 17.01.2024 07:00:49 (UTC)

And you continued playing. Please let us know if you'd like tot apply any of the gambling limits (or you can do this on your own).

Regards

Dear jonasvonw,

Yes, unfortunately, you have played the balance you have tried to withdraw. What seems to have happened is that your bank simply did not accept your payment.

I would advise you always to check your casino account balance and when you make a withdrawal request, do not use the funds in your account to continue playing, considering that in some casinos the payment request actually takes some time to get processed.

Just to confirm, you mentioned that you received no message whatsoever informing you about the withdrawal request ending in failure?

In short, when I requested a withdrawal on November 30, 2023, the money was withdrawn from my balance the next day (€600). On December 15, I contacted the casino's support. In response, I received that the money was in the final phase of being paid to my registered bank account. I have been told exactly that answer many times during the 52 days I have been waiting for the money to be paid into my bank account. Support has shown no interest in investigating why the money didn't arrive.

When I spoke to my bank they said that international transfers from North Korea and Iran can be difficult. They have not denied any payment.

Obviously, the casino chooses to take the money back and deposit it into my gaming account. Which could not be done according to the casino's support, they told me that the casino could do nothing, the responsibility for the payment rested with a third party. The casino therefore deposits the money into the game account, we have not had that agreement during these 52 days.

The very point of registering an email address must be for information. In this case the information was completely useless, no information at all.

I have not noted any deposit on the game account, but deposited an amount and played.

Thank you jonasvonw for the explanation of the situation from your side.

Dear Vulkan Vegas Casino,

Could you comment on the fact that the player wasn't notified about his withdrawal request ending unsuccessfully?

Hello Michal

We can confirm that the above-mentioned two transactions were not successful. The money returned onto player's account on 17.01.2024 07:00:49 (UTC).

The player continued playing with the balance of 619.14 EUR, after a 19 eur deposit.

The status of the transaction is available to the player at any time within the personal profile.

Regards

Dear jonasvonw,

The players should be aware of their casino account balance all the time. The account balance is clearly visible, and also the status of the transactions is available to players at any time within the personal profile.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.