The player from Germany had stated that his withdrawal request, which was approved on 16.01.2023, was still being processed, exceeding the stated maximum of 24 hours. He had received no response to his email about this issue. After a series of correspondences with the Complaints Team and the casino, the issue had persisted for a few days. Eventually, the player confirmed that the withdrawal had been credited to his account. Consequently, we had marked the complaint as 'resolved' in our system.
Vulkan Vegas Casino - Player experiences delayed withdrawal.
Amount: €500
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello. I hope the VulkanVegas Team can help me here.
I have requested a withdrawal. This was approved on 16.01.2023 at 14:19.
The status is 'being processed'
The withdrawal ID is: a11dc848-8172-45f2-9f36-a036e407328f
According to Michael in the support chat, the status 'being processed' should take a maximum of 24 hours. Unfortunately, this time has passed.
Currently, no one in the chat can help me, maybe the VulkanVegas Team can do something for me here?
It would be very kind if you could take a look at this.
A payout from yesterday arrived just 5 minutes after the request, it seems like the other payout is stuck somewhere?
Unfortunately, I did not receive a response to my email regarding the withdrawal this time.
I have to say, apart from the waiting time with this withdrawal, I am very satisfied.
Thank you for the help
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10 months ago
Hello 00Ramon00,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Hello, yes I am verified, for a long time. Unfortunately I don't see a date.
I didn't use any bonus.
I wrote to the chat yesterday, it was about the payout. Unfortunately they couldn't help me, the payment would be with the payment provider, so please be patient
Maybe the VulkanVegas team can help me here
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10 months ago
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Sorry forgot: It's not my first payout. The others have always worked quickly except for one time when the same problem occurred?
Status: 'processing'
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10 months ago
Hello 00Ramon00
According to our records, the withdrawal transaction was created at 15.01.2024 11:29:10 (UTC), approved by the casino at 16.01.2024 13:31:05 (UTC) (which is according to T&Cs) and is now being processed by the PSP.
Kind regards
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10 months ago
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Hello dear VulkanVegas team,
Thanks for your message. I can confirm the same, unfortunately it has not been credited yet.
What does PSP mean? How long does it take until it is paid out?
Otherwise, big compliments to the entire team 🙂
Thanks for the help & best regards Ramon
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10 months ago
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I was just in the support chat again, unfortunately they can't help me and can't tell me anything specific.
@Vulkan Vegas Casino Team can you maybe tell me something specific or help?
Would be very nice..
Kind regards, Ramon
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10 months ago
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Unfortunately it is still not credited 😐
Status is still 'processing'
How long can that take?
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10 months ago
Hello 00Ramon00,
As I stated in my first respond, we always recommend to wait at least 14 days for a payout to arrive as it is often dependent on the payment provider as well. Please let us know within a week if there's been any update of the withdrawal.
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10 months ago
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Hello, today is the 5th working day. Unfortunately nothing has been credited yet.
Was in the support chat this morning and they said it should come today or tomorrow
Can the Vulkan Vegas team help me with the withdrawal?
I'll get in touch immediately if there's any news^^
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10 months ago
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I was just in the chat again, unfortunately they can't help me there.
@VulkanVegas team would be nice if you could take care of this
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10 months ago
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Has arrived. Can be closed. thank you for your help
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9 months ago
Dear 00Ramon00,
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,
Casino.Guru
