The player from Germany had been waiting since June 1 for a payout of 800 euros and another payout from June 13. Despite the casino's promise to process payouts within 5 bank days, they kept telling him to be patient. The issue was resolved after the player confirmed that all pending winnings were finally paid out.
Vulkan Vegas Casino - Player’s winnings have been delayed.
Amount: €1,600
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 months ago
Public
Public
3 months ago
Translation
The payout of winnings takes a maximum of 5 bank days.
I have been waiting since June 1 for a payout of 800 euros.
They keep telling me to be patient and wait.
Now I have another payout of 800 euros from June 13.
Again, nothing is happening with this payout and I am just being told to wait.
My patience is running out.
Automatic translation:
Public
Public
3 months ago
Dear ahoff61567,
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.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
3 months ago
Translation
Hello,
first of all I am a player and not a player 😉
I have made many withdrawals there.
Actually, it takes a maximum of 1 to 2 days until the money is paid out.
I have the KYC verification.
I can no longer say whether the winnings were achieved with a bonus.
Automatic translation:
Public
Public
3 months ago
Translation
The winnings from June 1st were paid out yesterday.
Automatic translation:
Public
Public
3 months ago
Dear ahoff61567, Thank you very much for the update. We will keep this complaint open until you confirm your other withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
3 months ago
Dear ahoff61567,
Were the rest of your winnings paid out, please? May we consider the issue resolved?
Public
Public
3 months ago
Translation
No, unfortunately not 😡
I am still waiting for the payment of 800 euros from 13.06
It's a disgrace that the money is not paid out.
The answer I always get is to wait 😡
Automatic translation:
Public
Public
3 months ago
Were you given any explanation on what is causing the delay? Could you please send me any relevant interaction (chat transcript, email communication) between you and the casino on the topic? Share screenshots here or send the information to my email at tomas@casino.guru
Public
Public
3 months ago
Translation
Unfortunately I didn't save the chats because I was so upset.
I asked again this morning and was told that the bank that made the payment had responded.
The bank was having technical problems. I should wait.
I've been waiting for almost a month now.
Automatic translation:
Public
Public
3 months ago
Thank you very much, ahoff61567, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
3 months ago
Translation
The winnings were paid out yesterday.
LG Alexander H******
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Thank you, ahoff61567, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your 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.
