Home Complaints Vulkan Vegas Casino - Player claims that payment has been delayed.

Vulkan Vegas Casino - Player claims that payment has been delayed.

Amount: €80

Vulkan Vegas Casino
Perfect reputation
Submitted: 16 Sep 2022 | Resolved : 19 Sep 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 week ago

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.

Public
2 weeks 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:
Public
2 weeks 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

Public
2 weeks ago
Translation

Now my payment has been declined and I can no longer withdraw the amount! cheek

Automatic translation:
Public
2 weeks 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.

Public
2 weeks 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!

Automatic translation:
Public
2 weeks ago
Translation

Got the 50€ even today

Automatic translation:
Public
1 week 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.

Edited by a Casino Guru admin
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