The player from Germany was experiencing difficulties withdrawing her winnings. The complaint was resolved, the player received her winnings a week later.
Vulkan Vegas Casino - Player’s struggling to withdraw her winnings.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The casino doesn't pay out my money. First I had to verify my account. I also got an email that everything was ok. Then I wanted to withdraw € 400 of my winnings. Always payout failed. I wrote to the support several times in the chat (for days). They say they fix the problem. But still does not work.
Automatic translation:
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3 years ago
Dear Mo0809,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Was it your first withdrawal request in this casino or you’ve received payments before? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Please understand, without verifying your account, you won’t be entitled for any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
I have successfully connected the KYC check and received an email about it. It was my first withdrawal request. However, I have already tried this x times and have already written to support several times. They say they take care of it but nothing happens. I don't know if it is an internal casino problem or if it just affects my account. They keep putting me off, they would take care of it.
LG
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3 years ago
Thank you very much, Mo0809, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Mo0809,
I’m sorry to hear about your bad experience with Vulkan Vegas Casino. I will try my best to resolve your case as soon as possible.
I would like to invite Vulkan Vegas Casino into this conversation.
Dear Vulkan Vegas Casino,
Can you please specify the reason why the player’s payout requests have repeatedly failed?
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3 years ago
Hello,
Most of the transactions were canceled due to document request, as the KYC was required.
Now that the KYC check is complete, the transaction has been approved. Please kindly expect the winnings to arrive within 3-5 bank days (bank transfer)
Kind regards
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3 years ago
Thank you Vulkan Vegas Casino representative for your reply and the explanation.
Dear Mo0809,
I’d kindly like to ask you to update us once you receive the payment, or if there’s any new progress regarding the issue.
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3 years ago
Translation
Thats not really correct. Even after the successful KYC check, my withdrawal requests did not go through and were "rejected".
Now I have entered several small amounts for payout, these have now apparently been accepted. I'm still waiting for my bank account to be received.
LG and thanks for the help
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3 years ago
Translation
Hello,
After you invited Vulkan vegas Casino to this conversation, the payouts suddenly went through. 👍
Thank you for your help
LG Monika
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3 years ago
Dear Mo0809,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that you’ve received your winnings. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards
Andrej
