The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved as the player confirmed that the transferred amount had now been received in their bank account. The Complaints Team marked the complaint as 'resolved' after the player reported the successful transfer of funds.
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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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month 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.
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1 month 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.
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1 month 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!
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1 month 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.
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1 month ago
Translation
Unfortunately, there is still no movement in the whole story. When I asked again in the VulkanVegas chat, I was put off again! I should wait, the money is out for payment, I have to be patient! But I have been patient for weeks! As I already wrote, I have been waiting for my money since the beginning of October!
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1 month ago
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The amounts were declared as paid out, but there was no money in my bank account yet!
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1 month ago
Translation
In fact, the money has now been transferred!
Thanks
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1 month ago
Dear ChrisMei,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
