The player from Germany is experiencing difficulties withdrawing his funds. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s struggling to withdraw his winnings.
Amount: €860.4
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I played twice with my credit card today.
Wanted to withdraw the money, went to the site,
There are also a few ways to pay off
Taken the same as deposit credit card, got the data
the same filled in. Go to withdraw is not responding.
After a long time back and forth in English and German.
You understand what I mean, should wait and work on this thing,
should call another browser and wait to check.
Long waiting times and delaying tactics.
would be nice if you can help me.
Automatic translation:
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2 years ago
Dear Klaus,
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. Could you please advise if your account has been fully verified? 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 to 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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2 years ago
Dear Klaus,
We are extending the timer by 10 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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2 years ago
Translation
Hello and thank you for your efforts.
I can only say that I have earned my money, otherwise I cannot pay in.
I went to the deposit page, because it says to also pay out.
Have often tried this box with withdrawals not responding.
After a long correspondence, the answer came and is being processed for a long time
answer, you do not know try again.
No success, then the employee took a break with German correspondence, I should continue to answer in English,
Done answer, he doesn't understand, while I have an unmistakable command of English, 10 minutes later
should answer in German again.
So it went up and down, after a certain time so-called blockade, nothing worked anymore,
I then gave up. I hope I was able to help you with this matter.
Thank you in advance.
Kind regards
Automatic translation:
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2 years ago
Hello, Klaus
Let me try to assist you.
First of all, we do not see any attempt to withdraw the winnings. To do that - simply navigate to "Withdraw" section, specify the withdrawal method and input the amount of money you want to withdraw.
Secondly - you have not provided any documents at all in order to complete the KYC check. We kindly ask you to upload them within the "KYC Verification" tab.
Thank you very much for your cooperation!
Best regards,
Alexander
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2 years ago
Thank you very much, Alexander, for your assistance and explanation.
Dear Klaus,
Please upload all the necessary documents to your casino account.
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2 years ago
Translation
Additional comments from the player:
"Hi good afternoon,
First thanks and a happy new year. The harassment continues, I did everything that was asked.
Identity card a check mark krteditkarte a check mark was accepted, only the invoice from the office was not accepted
re-broadcast older than 3 months, that was on January 2nd, 2022.
today you write picture with ID card and credit card on face, everything done.
I'll send it to you this week, so you might notice something different about the harassment.
Kind regards
Klaus"
Automatic translation:
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2 years ago
If you have sent all the requested documents please allow some time for the casino to check and verify them. Please keep me informed.
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2 years ago
Translation
I uploaded all documents properly,
and yet they are always requested again, the next time the passport credit card
and so alternately, if you want me to send you the uploaded requests please,
let me know.
Kind regards
Automatic translation:
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2 years ago
Dear klaus,
Your provided document for the "proof of address" was declined since it was issues on July 14, 2021 (which is greater than 3 months)
As per the moment being, there is only one missing document - selfie with ID card.
As soon as you provide it, and it gets verified, the withdrawal will be approved in no time.
Thank you for cooperation!
Kind regards
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2 years ago
Thank you very much, Vulkan Vegas Casino team, for the clarification.
Dear Klaus,
Please provide the last requested document and keep me informed. Looking forward to hearing from you.
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2 years ago
Translation
I submitted the invoice from the Office Dec. 2021,
was last fore.
Kind regards
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2 years ago
Translation
A current proof of address from December 2021 has already been scanned, as has a corresponding selfi with ID.
This should finally meet all requirements, so that a payment should finally be made.
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2 years ago
Dear klaus,
Pardon, but we've checked mailbox, chat, your personal account and were unable to find a selfie with ID.
Are you completely sure you'd provided it?
Looking forward to your reply!
Best regards
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2 years ago
Dear Klaus
I can confirm we received the required document on 06.01.2022 09:32:37 (UTC)
Your account is now verified, feel free to request the winnings.
Congrats!
Best regards
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2 years ago
Translation
Now that the requested selfi has been sent for the third time, I hope that this annoying matter will now come to an end.
I very much hope that something shouldn't be missing again, or that another document that has been sent should be rejected again afterwards.
Please notify us after the test has been completed so that the payment can now proceed quickly.
Kind regards
Ps.
wanted to attach the selfi again, unfortunately this program does not accept a photo
Automatic translation:
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2 years ago
Dear klaus
Please kindly refer to my message above:
"I can confirm we received the required document on 06.01.2022 09:32:37 (UTC)
Your account is now verified, feel free to request the winnings."
Please, kindly proceed with the withdrawal request.
Kind regards
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2 years ago
Thank you very much, Vulkan Vegas Casino team, for your confirmation.
Dear Klaus,
Please place a withdrawal request and keep me informed.
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2 years ago
Translation
the withdrawal request was still made yesterday afternoon.
Then came the hint that the transfer could take a few minutes!
Currently just checked again, the entire amount is still in the player's account.
Accordingly, nothing has been transferred yet. Still stalling tactics?
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2 years ago
I fully understand your frustration, Klaus. However, I will set the timer for additional 4 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and allow some time to casino to process your withdrawal. Thank you in advance for your patience.
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2 years ago
Dear klaus,
Please kindly understand, we cannot make a withdrawal request instead of you.
Only the player can go to the "Withdrawal" section of the website and create a withdrawal request.
Dear Petronela, I would like to confirm that the player has not even attempted to make a withdrawal request.
Dear Klaus, once again, please kindly make a withdrawal request.
Best regards
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2 years ago
Translation
It's getting ridiculous.
During the withdrawal process, the card number had to be entered, then the message came that the transfer could take a few minutes.
Think you are stupid?
But unfortunately there are numerous such cases in the relevant forums.
But OK.
One more attempt after that I have to reserve further steps for myself.
How can I send you this alleged payout notification from the screen?
Automatic translation:
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2 years ago
Dear all,
We are blessed to see the withdrawal requests, that were finally committed today (10.01.2022 09:09:03 (UTC))
All the withdrawals have been approved by the Casino, part of the money should be on player's card already.
Best regards
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2 years ago
Great news 🙂
Dear Klaus,
Please keep me informed about any further developments.
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2 years ago
Translation
then I'll wait and see if something really goes into my account.
Which in turn seems incomprehensible, why is it only a partial amount?
The entire amount has been deleted from the player account.
Then shouldn't the entire amount be paid out?
Automatic translation:
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2 years ago
Hello,
Several more transactions got processed successfully, one transaction (dc45bd64-235b-47fb-baa3-566cfd3f07b0) failed due to technical reasons. Please kindly make a withdrawal request again.
Thank you in advance!
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2 years ago
Translation
The whole matter is becoming more and more opaque.
For one, why multiple payouts?
There is no obvious reason for that?
The total amount of the game of 860.40 was completely booked out, then God knows you should assume that this amount will also be overlooked.
Instead, an amount of 165 euros and another amount of 155.40 were allegedly transferred.
Which have not yet been received !!
Even if this is the case, if I deduct these two amounts from the 860.40 balance, there should still be 540.00 on the player account. But if I check now, there are only 165, - ????
I took a screen photo of each page so that one can follow this ominous process. I am happy to provide this to you.
I would like to be clarified now
where are these alleged excesses?
where has the difference gone.
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2 years ago
Translation
for what reason should several payments have been made and then suddenly one not ????
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2 years ago
Do I remember correctly that you have withdrawn your funds via bank transfer? Please allow some time for international transactions and if there are still funds inside your casino account, please place another withdrawal request. Thank you very much in advance for your cooperation.
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2 years ago
Translation
The previous payments have now been made and I have now requested the rest.
I would like to thank you for your support and show my appreciation for it.
Please tell me how I can get something to you.
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2 years ago
Thank you very much for your kind words, however, we don't charge any fees nor accept any donations.
The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please keep me informed.
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2 years ago
Translation
Everything is ok, and thank you again.
Maybe you can name me a casino that has no difficulties
does when paying out.
Kind regards
Klaus
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Klaus, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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