The player from Germany had been waiting for a €1,500 withdrawal since 14/06/2024. Despite numerous inquiries, he continued to receive generic responses, with the casino blaming a third-party provider for the delay. After we contacted the casino, it was confirmed that the delay was due to the payment provider, but the withdrawal was eventually processed. The player confirmed receiving the payout and expressed hope that such delays would not occur again. The complaint was marked as resolved.
Vulkan Vegas Casino - Player’s €1,500 withdrawal has been delayed.
Amount: €1,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I have been waiting for a withdrawal of €1,500 since 06/14/2024, and it has been under review since that date. I didn't think much of it, assuming it might take a few days for the money to reach my account as it usually does (I've been a long-time player on this site and never had issues before). To my dismay, the money still hasn't reached my account and the status of the withdrawal hasn't changed. Every time I inquire with the Live Support Chat, I get the same responses: "Please wait," "The withdrawal has been processed on our end, it's now up to the payment provider," "We're sorry for the delay," etc. Today, I contacted the chat again and was once more told that the delay is due to the third-party provider and that Vulkan has no control over it. I'm not sure if I should believe this, but I now feel compelled to file a complaint here, even though I've been a loyal player and have never had any issues before.
Automatic translation:
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4 months ago
Dear DerMeier231,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal.
To help us better understand and investigate your situation, could you please provide additional information on the following points:
- Have you received any confirmation emails or messages from the casino regarding your withdrawal request? If so, please forward those to us.
- Have you previously experienced delays with withdrawals, or is this the first time?
- Can you clarify if there have been any changes to your account information or payment methods since you made the withdrawal request?
Please send any relevant communication or documents 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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4 months ago
Translation
Yes, I received a payout confirmation email.
No, I have never had any problems with withdrawals before, so no delays either.
No, there have been no changes to my account information or payment methods since requesting a withdrawal.
(By the way, I'm a player, not a player ^^)
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4 months ago
Thank you very much, DerMeier231, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Hello DerMeier231,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in resolving this complaint.
Dear Vulkan Vegas Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
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4 months ago
Dear Stefan, Petronela
We'd like to confirm, there was indeed a delay on the payment provider's side. But by now - the withdrawal should have been successfully processed.
Kind regards
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4 months ago
Translation
Yes, the payout finally arrived. Unfortunately, it took a really long time, which really disappointed me, as there has never been such a delay before and I am actually a regular player at Vulkan. Now I hope that this was a one-off problem and that I can play with you again without any worries. Thanks to the Casino Guru team for the support and thanks also to Vulkan Vegas that everything worked out after all.
Best regards 🙂
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4 months ago
Dear DerMeier231,
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,
Stefan, Casino.Guru
