The player from Germany successfully withdrew €400 but faced issues with a subsequent withdrawal of €905, which had been rejected three times. Despite having contacted live chat for assistance, she did not receive information on the reason and was awaiting feedback from the finance department. The issue was resolved, and the player confirmed that the money had been transferred successfully. The complaint was marked as 'resolved' in the system by the Complaints Team.
Vulkan Vegas Casino - Player's payout has been delayed again.
Amount: €905
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
1 week ago
Translation
There are problems with the payout again. On Sunday, I won €400 and submitted it for withdrawal on Monday. It was paid out!
Yesterday, I won €905 and wanted to withdraw it, but it has been rejected for the 3rd time!
I then wanted information on the reason through the live chat, but no one could help me. The request was forwarded to the finance department, and I haven't received any feedback yet.
Automatic translation:
Public
Public
1 week ago
Hello ChrisMei,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
1 week ago
Translation
It's done, the money has been transferred!
Thanks for your efforts!
Automatic translation:
Public
Public
1 week ago
Dear ChrisMei,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
