The player from Sweden had complained about a delayed withdrawal process at the online casino. He had been informed that he must wait 30 days to withdraw over €5000, despite a maximum stated waiting time of 14 days. The Complaints Team had sought clarification on the player's deposit history and withdrawal history, as well as KYC verification status. The casino representative had confirmed that the player's withdrawal requests were scheduled and there was no violation of terms and conditions. The Complaints Team had extended the resolution timeframe by 7 days, but without any response from the player, the complaint was eventually rejected.
Vulkan Vegas Casino - Player experiences withdrawal delay.
Amount: 5,300 kr
Vulkan Vegas Casino
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
The casino has claimed that I must wait for my withdrawal of over 5000€ for 30 days even though the maximum waiting time to receive a portion is 14 working days.
So, I should be able to withdraw 4999€ within a maximum of 14 days.
Automatic translation:
Public
Public
8 months ago
Dear Simpovic1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you kindly specify how much money you deposited into your casino account since the date you registered?
Can you please let me know how much money you have withdrawn till now? As per the terms and conditions, if your total withdrawals exceed 20 times the amount of your deposits, then you will have to wait for 30 days for your winnings to be credited to your bank account.
Have you made any successful withdrawals before? Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
8 months ago
Hello all
The player made the withdrawal requests at 26.03.2024 16:14:48 (UTC)
The withdrawals are scheduled to be paid, there is no violation of T&Cs at the moment.
Kind regards
