The player from Germany had experienced a delay in his withdrawal process due to an alleged technical error. Despite having contacted the casino, he had only been advised to wait. After three days for his first withdrawal and eight days for his second, he still hadn't received his winnings. We had advised the player to be patient and wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the player later confirmed that the payment had been transferred to his account and expressed hope that subsequent payments wouldn't take as long. Consequently, we had marked the complaint as 'resolved'.
Vulkan Vegas Casino - Player faces withdrawal delay.
Resolved
Our verdict
Case closed
Amount: €450
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 year ago
Translation
My first withdrawal (dated April 13) was returned to my player account after 8 days due to an apparent technical error. I was assured that if I requested the withdrawal again, I would receive it as soon as possible. However, I've been waiting for 3 days now. Also, it's been 8 days since I made the second withdrawal, and nothing has happened yet. According to the casino, the maximum time for withdrawals is 5 working days. In the chat, no information is provided to me, except for the advice to "wait."
Automatic translation:
Public
Public
1 year ago
Dear Lenny1602,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
1 year ago
Translation
Hello
Thank you for your reply. The payment from April 15, 2024 was transferred to my account this morning. So I hope the other payments won't take so long to arrive. I think the case can be closed. Thank you for your quick help.
Automatic translation:
Public
Public
1 year ago
Dear Lenny1602,
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,
Veronika
Casino.Guru
