The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.
Amount: €1,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case opened
Current status
Waiting for Casino Guru to reply
2d 8h 48m 25s
Case summary
5 days ago
Public
Public
1 week ago
Translation
In October, I had 2 winnings of €500 each.
After an endlessly long processing time, €1000 was returned to my player account. I immediately requested a withdrawal of this amount, and since November 4th, I have been waiting for the €1000. Meanwhile, I have won another €500, but nothing has been paid out, and every time I contact support, I get the same message about problems with the payment provider bank transfer, blah blah blah.
Automatic translation:
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Public
1 week ago
Dear ChrisMei,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 week ago
Translation
Today the amount of 1000€ was refunded to my player account, for the 2nd time within 4 weeks!!
I will probably have the €500 that is still being paid out back in my account soon!
Automatic translation:
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5 days ago
Dear ChrisMei,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Casino Guru is examining the case
