The player from Chile had experienced a delayed withdrawal, with the casino's online chat support proving unhelpful. Despite having completed the verification process prior to the withdrawal request, his payout was still 'in progress' beyond the maximum timeline. The casino had later informed the player that his bank was not accepting the payment, requesting him to use a different withdrawal method. After the player switched to Skrill, his withdrawal was successfully processed. We had marked the complaint as 'resolved' in our system.
Vulkan Vegas Casino - Player experiences delayed withdrawal.
Amount: €250
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi, I requested a withdrawal to my bank account on November 24. On the 26th, it showed as 'in progress', and I was told that it would take a maximum of 5 business days, or even sooner. However, more than 5 days have passed and I have not yet received my withdrawal. The online chat support gives the same response, saying they can't do anything and that the external provider will handle it and I will soon receive my winnings. In addition, they deducted 20% as I transferred 300 and they only let me withdraw 250. This is taking forever and they just keep repeating the same thing. I already completed the verification process long before my withdrawal request, so I don't understand the delay. What should I do about this prolonged withdrawal process?
Automatic translation:
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1 year ago
Dear Jesus_nishimoto,
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,
Kristina
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1 year ago
Dear Jesus_nishimoto
Your request has been cancelled, since your bank is not accepting the payment.
Please kindly use a different withdrawal method.
Thank you for understanding.
Regards
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1 year ago
Translation
ok I just requested my skrill account, do I still have to wait many days?
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1 year ago
Dear Jesus_nishimoto,
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
