The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Vulkan Vegas Casino - Player claims that payment has been delayed.
Amount: €80
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 year ago
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1 year ago
Translation
Hello,
I applied for a payout on September 9th, 2022, which is "only" €80 anyway. For the last 3-4 days I've only been told "is processed, could be credited at any moment". At first I was told it would take 2 working days, then suddenly 5. Today would be the 5th and I didn't get anything.
Strangely, a colleague requested his prize on Wednesday and received it on Thursday.
What's going on please?
Automatic translation:
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1 year ago
Dear Friedl11,
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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1 year ago
Translation
Now my payment has been declined and I can no longer withdraw the amount! cheek
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1 year ago
Thank you for your reply, Friedl11. Have you made any successful withdrawals before?
Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Today I was only able to withdraw a maximum of €50, I have now applied for it, which is still cheeky, since I lost €30!
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1 year ago
Friedl11, I am sorry that you have lost a part of your winning, but since you have received the remaining €50, we will now consider this complaint resolved. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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