Vulkan Vegas Casino - Player’s dissatisfied with obligatory deposit wagering before withdrawing funds.

I want to withdraw my money back, I made the deposit but I didn't place a bet, do I need to place a bet in order to withdraw it? Because I'm not getting it!

Dear Edu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

"if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Could you please advise if you have tried to communicate a possibility of withdrawing your funds and covering payment expenses?

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

Dear Edu,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"I have 54 Euros in the account, how do I withdraw my money and cover the expenses of the casino?"

Dear Edu,

Thank you very much for getting back to us. Could you please advise if you have tried to communicate a possibility of withdrawing your funds and covering payment expenses with the casino?

Yes, I want to know how I can do this! I have 53 Euros in the account and I want to know how I can pay the expenses of the account and withdraw a part for me!

Thank you very much, Edu, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Edu!

I will take care of your complaint from now, I would like to invite Vulkan Vegas Casino into the discussion to clarify the situation here.

Hi!

I do not see any active withdrawals. Please kindly make one.

Kind regards

We are a family owned and operated business. We are a family owned and operated business.

Here is my withdrawal request! Please resolve

Dear Edu,

You are making a withdrawal to a new payment method.

Please kindly make a minimum deposit via 435087******7377 and provide the photo/scan of the card (According to anti-money laundering policy).

Should you need more info, please kindly contact live support.

Best regards,

Alexander

I have already informed all my data for the website, identification documents and proof of residence, I just want to withdraw my money, at least part of it! I will not deposit because I have no guarantee that I will be able to withdraw! Please prove it!

You have my word, Edu!

Cause now it sure looks like a fraud scheme.. sorry, but it does.

Dear Edu,

Please, let me point out some certain rules that I would kindly recommend you to bear in mind in this situation. I have checked Vulkan Vegas Casino's terms & conditions (https://vulkanvegas.com/en/terms-and-conditions) regarding the withdrawals and here is what I found:

"8.11. When making a cash-out request, certain points need to be considered:

8.11.1. all information in your Profile must be filled out;

8.11.2. funds must be withdrawn with the same method used for depositing;

8.11.3. you need to make at least one deposit;"

Assuming you have passed the verification process and you were not interested in making any bets, you should also take these rules into consideration:

"8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses.

8.12. We reserve the right to charge a fee amounting to our own costs for the withdrawal of funds that have not been put into play."

If all these conditions are met, I strongly believe that you will be able to get your deposits back, however unless you'll follow the casino's withdrawal policy, it won't be possible.

I made two deposits, one for 10 Euros and the other for 50 Euros! How can it be fraud if I sent the photo of my payment receipt? I made the payment by bank slip and I believe that the refund must be made in the account that I inform since I am describing everything correctly! Even the payment vouchers I provided the company!

I would like to ask Vulkan Vegas Casino if there are any updates on this matter?

Dear Martin,

Unfortunately (as you can see within the response above) there is no progress.

Dear Edu, can you at least provide a photo of the card that you attempt to withdraw to? We must at least make sure the winnings will reach the true owner of the card.

Best regards

I would like to ask Vulkan Vegas Casino to specify if there is a need for any other documents from the player's end.

Dear EDU

Please make a withdrawal request

Best regards

I'll do it and in a week's time if the cashout doesn't drop I'll be back here again, thanks! 😊

Hello Edu,

I am extending the timer for 10 days, please let us know when there is any update. I hope you will be able to get your payment any time soon.

We are a family owned and operated business. We are a family owned and operated business. I just made the withdrawal request, I will wait a few days and when the money falls I will come to leave my positive impression on the company, thank you!

Hello Edu!

Good to hear that your withdrawal was processed. Please let us know when you receive your payment.

I'll wait, in 7 days I'll post something here

Hello Edu,

Please kindly make a withdrawal request once again.

Sorry for inconvenience (our system recognizes a new card and automatically declines the withdrawal).

Kind regards

I just made the withdrawal request, please resolve this! I'm tired already! if the problem is the card I can use another card! Please resolve!

Hello Vulkan Vegas Casino representatives!

Please, could you confirm after you successfully approve Edu's withdrawal?

Dear Player,

Your withdrawal got declined by your bank. Would kindly use bank transfer or alternative payment method?

Best regards,

Alexander

Bank transfer! Can you please help me to see the best solution!

Hello Alexander and Vulkan Vegas Casino!

I would like to ask you to keep us updated with the processing of payment on new payment method of the player.

Dear Edu,

Please speak to the live support, they will guide you through

Will support help me withdraw?

That's exactly what I told within the previous message.

I will ask support for support if I am unable to withdraw

even with support I come back to complain

I am trying to communicate with support but they are giving me the same answer and no solution other than the option to deposit again and I don't want to! Since I just want to cash out and I already proved that I'm not a scam

I just tried to cash out again! I tried another method, this time I used AstroPay and I hope it works because I'm already tired and I want to see a solution with Vulcan Vegas

Hello Edu!

Do you have any updates on the new AstroPay payment methods?

Everything worked! Thank you! 😊

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.