Home Complaints Vulkan Vegas Casino - Player’s struggling to withdraw her winnings.

Amount: €800

Vulkan Vegas Casino - Player’s struggling to withdraw her winnings.

8.7/10 Very Good reputation Submitted: 31 Jul 2020 | Case closed : 31 Aug 2020
Our verdict

Player stopped responding

REJECTED

Case summary

146 days ago - 31 Aug 2020

The player from Germany is experiencing difficulties withdrawing her winnings.We rejected the complaint because the player didn't respond to our messages and questions.

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I played regularly on the platform without a bonus and won a total of 800 euros, which I can also prove.

However, payments were not made even after verification.



Automatic translation
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Dear Birgit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that your account has been successfully verified in the past? Have you received any winnings from this casino previously? If there’s any relevant communication between you and the casino, please forward it together with confirmation of the account verification to petronela.k@casino.guru.

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

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Dear Birgit,

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.

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Dear Birgit,

Thank you for forwarding the screenshot of your balance. Unfortunately, you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case. 


Could you confirm that your account has been successfully verified in the past? Have you received any winnings from this casino previously? 

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Hello Birgit,


I am very sorry to hear about your problem.


I would like to invite Vulkan Vegas Casino to join this conversation and ask if there is any problem with Birgit's withdrawal.

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Hello Birgit,


I do not see any active withdrawal requests. Kindly make one and the withdrawal will be processed accordingly.


Kind regards,

Alexander

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DearBirgit,


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

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

The player can reopen this complaint anytime.