The player from Germany had her withdrawal approved and processed, unfortunately, the casino claims that the transfer was rejected by the bank. The issue was successfully resolved. The player received her winnings.
Vulkan Vegas Casino - Player’s struggling to withdraw her winnings.
Amount: €1,300
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
have been trying to cash out my winnings for several weeks. I have only received mail about the processing until now and my identity has also been confirmed. After constant inquiries, it always came up, it is being processed and we ask for your patience. This was done exclusively via a chat. Then last week I got the message that my bank had been rejected. Funny, because in the AGB´S VISA card can be used as a payout instrument. Then I requested another payment of the above amount. Well, I can neither get into the chat nor get an answer to my request by email. Ask for help. Thank you very much
Automatic translation:
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3 years ago
Dear Yvonne,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Could you please advise if any alternative payment method to withdraw your winnings has been offered to you by the casino? Was this your first attempt for a withdrawal or you’ve received payments before? Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Not by itself. Only when I have asked. The payment was declined again! Bank would be wrong - which is nonsense, since that means of payment is in the terms and conditions
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3 years ago
Thank you very much, Yvonne, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Translation
Miraculously, I received three emails today stating a payment. Looks like things are moving now. I will contact you immediately when the money has arrived
Thank you
Emperor
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3 years ago
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Money came into my account today ... thank you for your help
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3 years ago
Hi Yvonne,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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