The player from Latvia had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player expressed frustration over the delay and lack of support from the casino. The casino escalated the issue to the payment service provider (PSP). Eventually, the player confirmed receiving her winnings, and the complaint was marked as resolved by us.
Vulkan Vegas Casino - Player claims that payment has been delayed.
Amount: €50
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
2 months ago
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2 months ago
I requested payment on 12.06, the casino processed it on 13.06, but today, already 8 days ago, the money is in the In process status.
No one from the support team can tell you what to do, they just make you wait all the time. Is the customer really not protected if this money disappears somewhere? Can't the casino contact the payout operator to find out what's going on?
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2 months ago
Dear Cyntia190390,
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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2 months ago
My account is fully verified and never had any problems like this, the saddest thing is that the support doesn't give any help, just makes me wait! And what if the money doesn't arrive in my account?
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2 months ago
10 days, and nothing! Support do nothing, just say it is not our side. Really, they cant do anything??? How it is work, i dont understend!
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2 months ago
13 days and nothing, support of Vulkan vegas just say and help nothing. Asked to ask payment operator information about the payout, support just say that is not from our side! Can you just help me?
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2 months ago
14 days and nothing! Supprot service cant ask payment provider a information???
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2 months ago
Hello everyone,
Thank you both for your replies.
Dear Vulkan Vegas Casino, please keep us updated.
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2 months ago
Dear Cyntia190390,
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
