The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn't been processed yet. After communicating with the casino through online chat, the player confirmed that the withdrawal issue had been resolved and the funds had been transferred. Consequently, we had marked the complaint as 'resolved' in our system.
Vulkan Vegas Casino - Player claims that payment has been delayed.
Amount: €900
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
1 week ago
Public
Public
1 week ago
Translation
Good Day,
I made a payout to the amount of 900€ on 12.04, and it has not been transferred yet. I processed it via a bank transfer, which worked super well and quickly with other payouts before, but in this current situation, one is always put off with the same answers like, "it's no longer up to us, it's now up to the external provider." It feels a bit weird to me that it doesn't work as usual. One is always told to be patient, and they are doing their best, but in their terms and conditions, it states that it should not take longer than 5 working days, which have now already passed without a payout to my account.
Regards, siuxx
Automatic translation:
Public
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1 week ago
Dear Siuxx800,
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
Public
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1 week ago
Translation
It has now been transferred after reporting the duration via online chat.
it's been dealt with.
Automatic translation:
Public
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1 week ago
Dear Siuxx800,
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
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