The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. We had advised him to wait at least 14 days after requesting the withdrawal before submitting a complaint. The casino had asked him to notify them once the money was received. The player confirmed the receipt of his winnings, and we subsequently marked the complaint as resolved.
Vulkan Vegas Casino - Player claims that payment has been delayed.
Amount: €800
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
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12 months ago
Translation
I won €800 on October 30, 2023 and requested the withdrawal. Normally this always took 1-2 days. I've been waiting for 9 days now and it still says "in progress". I then wrote to support and they said that they cannot influence the payout and cannot say how long it will take. It is described on Vulkanvegas that payments under 5000 are in the account within 5 working days at the latest. Even larger sums (5k upwards) were paid out extremely quickly. However, I now find myself in a stupid situation when it comes to money, as I assumed that payments would be made quickly, as always. And as a long-time player at Vulkan, I feel a little ripped off that no one can tell me when I'll get my money.
Automatic translation:
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12 months ago
Dear AndiH95,
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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12 months ago
Translation
The money has arrived, thank you for your help
Automatic translation:
Public
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11 months ago
Dear AndiH95,
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
