The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The player later informed us that she received her winnings and this complaint was closed as resolved.
Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.
Amount: €1,100
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
It's always the same problem, upon complaint the payouts are quick, but now they're not. The support team is not helping. Transaction number 41aaeb7f-01b9-4af4-9545-c276ccf485b4 and others. It's slowly taking the fun out of it. Payouts linger indefinitely on the account tempting one to spend them. For me, this seems like a major case of taking customers for a ride.
Automatic translation:
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1 year ago
Dear Sabby616,
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
Dear Sabby616
We truly do not understand where the casino breached their T&Cs in the respect to the withdrawal request.
You created the request at 04.09.2023 21:48:50 (UTC)
The transaction was approved 05.09.2023 01:09:06 (UTC) (couple hours after the creation).
Since it's a bank transfer, it may take several working days for money to get processed.
Hope this clarifies.
Regards
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1 year ago
Dear Sabby616,
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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1 year ago
Dear Sabby616,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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,
Veronika
Casino.Guru
