The player from Germany had been waiting for weeks for three payouts from early March. Despite almost daily communication with online operators, the only explanations offered for the delay were a technical problem, or a delay from the disbursement provider. The player was not informed of any alternative method to withdraw her winnings. After the casino had requested the disputed transaction ID and the Complaints Team had extended the response time, the player confirmed that she had received her money. The issue had been successfully resolved and the complaint was closed.
Vulkan Vegas Casino - Player experiences delayed withdrawals.
Amount: €1,289
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
8 months ago
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9 months ago
Translation
I have been waiting for weeks for three payouts from 01.03. (€499), from 04.03. (€490), and from 06.03. (€300). I chat with an online operator almost daily, but not much help is forthcoming. Sometimes the casino say that they have carried out everything andjust need to wait for the provider's disbursement, which takes a maximum of 5 days. After said 5 days, I was told that there is a technical problem with the provider. However, they paid out a withdrawal request from 12.03. (€300) the very next day. It's now alleged that there are no reasons for this delay, and that nothing can be done against it. And I should just wait.
Automatic translation:
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9 months ago
Dear Pingsta,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
Hello,
Unfortunately, I was never informed of an alternative to withdrawing my winnings. It either said "The winnings will be paid out in the near future." or "You can't do anything except wait for an indefinite period of time until your winnings are paid out."
These uncertain answers are of course not satisfactory.
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9 months ago
Dear Pingsta
Sorry for your trouble.
Would you please specify the disputed transaction ID?
Thank you in advance!
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9 months ago
Thank you very much, Vulkan Vegas Casino Team, for your assistance.
Dear Pingsta,
- Could you please provide the transaction IDs?
Thank you.
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8 months ago
Dear Pingsta,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Translation
I have now received the money. Thank you.
Automatic translation:
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pingsta, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
