The player from Germany initially received swift payouts from the casino, however, the following 3 claims which were reportedly paid out have not yet arrived. The player later informed us that she received her winnings and we closed the complaint as resolved.
Vulkan Vegas Casino - Player’s payouts are delayed.
Amount: €8,000
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
The initial payouts were made immediately on Friday and were in my bank account within seconds.
The next 3 claims were allegedly paid out on Saturday and Monday night, but have not arrived yet.
I don't understand why the first 3 payouts were immediate and the other 3 were not.
I've already asked support 3 times and each time I get the standard response that it can take up to 5 business days, but I just want to know why the first ones were paid immediately and the other 3 were not. Also, standard transfers usually arrive within hours into the
account.
I just hope they haven't made the transfer to a wrong IBAN.
Automatic translation:
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1 year ago
Dear Sev01,
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
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1 year ago
Translation
My account has been verified for a long time, otherwise I would not have received the other 3 payments and I also received the payment confirmation.
I just wanted to understand why the first payouts are transferred immediately and the other 3 are not. Nothing has been received until now.
So the processing etc. is already through and I also have the email that it has been paid out.
I just want to make sure it's transferred to the correct Iban.
other players also wrote that they received the money in real time. Then I don't understand why the other three payouts didn't happen in real time. That's my problem and not that it's transferred to the wrong Iban
Automatic translation:
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1 year ago
Translation
So there is no receipt of money.
the payment went out yesterday.
it usually comes in real time, but the 3 payouts haven't been received and even if it were standard transfer, it's always in the account in a few hours.
I would be very grateful if the casino matches the IBAN. Want to be sure they transferred it correctly.
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1 year ago
Dear Sev01,
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
