The player from Germany had requested a withdrawal less than two weeks prior to submitting her complaint. Her money hadn't been received at that point. She had cited the casino's rules, stating that for players who completed the verification process, a withdrawal up to 500 EUR should have been approved within 2 business days. However, it had been 8 business days without her receiving her winnings. The issue was eventually resolved when she received her payout. Consequently, we had marked the complaint as resolved.
Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.
Amount: €200
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
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1 year ago
Translation
Hello, I won 200 Euro in this casino on October 7th, and the payment was taken into processing on the 9th. Since then, the casino has been telling me that their payment systems are processing my withdrawal and that they can't do anything about it. However, a colleague told me yesterday that I would receive the payment. Of course, I did not. I was told on the 9th that I have to wait 5 business days for the payout. Now, even 6 business days have passed and I still haven't received my winnings. Guys, I really need your help. I didn't play with a bonus, and I've been verified on the site for a long time. This is not the first payout, but it is the first one with issues!
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1 year ago
Dear Ella092,
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
According to rules 8.13. For the players who successfully complete the verification process, a withdrawal amount up to 500 EUR (or your currency equivalent) will be approved by the casino within 2 business days from the date of the request, excluding weekends and public holidays.
It's been 8 business days?!
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1 year ago
Translation
You can mark the complaint as resolved. I got the payout today! Thanks.
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1 year ago
Dear Ella092,
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,
Kristina
Casino.Guru
