The player from North Rhine-Westphalia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Vulkan Vegas Casino - Player’s winnings haven’t been received yet.
Amount: €2,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
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Hello dear Casino Guru team,
I've been playing at the online casino mentioned above for a long time (about 1.5 years) - only live casino. So far, the withdrawals have always worked, but I have always withdrawn a maximum of 500 and of course deposited much, much more. Now I want to pay out 2,000 euros with an account balance of 2,100 euros. Again and again I am asked to submit new documents and the payment is rejected. Then the time limit starts from the beginning each time. I have now submitted everything. Bank card, salary statement, bank statement, legitimation, everything.
can you please help? Thanks.
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2 years ago
Dear Coolkaran,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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By the way, on 16.12. got another 450 euros paid out by the casino - to my bank account. Strangely enough, the next payout of 2,000 euros is then rejected with the note Send account card screenshot
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2 years ago
Hello Coolkaran
According to our records, the transaction was approved by the Casino and is now being processed by the external payment provider. We are looking forward to you receiving the funds onto your bank account.
Kind regards
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2 years ago
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Good day and thank you so far. That's right, that's my knowledge as well, but I haven't received the money yet.
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2 years ago
Hello everyone,
Thank you both for your replies.
Coolkaran, I will keep this complaint opened until your confirmation regarding the successful withdrawal. Please let me know as soon as you receive the payment.
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2 years ago
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Hi everyone, when I asked the casino, I found out that the deadline is Friday and I have to wait until Friday, December 23rd, 2022.
So far the money is still not there.
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2 years ago
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Dear Casino Guru Team,
4:22 p.m. today was the deadline for the transfer. The money is still not transferred. When I keep asking, I'm just told to wait. The withdrawal is being processed by the payment system or payment provider, but now the maximum withdrawal period according to their AGSs has also passed. I submitted all the documents the casino asked for.
how can you help me please What can we do now? Is my money gone forever?
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1 year ago
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Nothing has happened yet. I have asked the casino several times what happens with the payout. Every time I get the response "it's being processed"
what else can we do now?
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1 year ago
Dear Coolkaran
Sorry for the delay. We raised a ticket to the external payment provider, so basically started investigation why it's taking so long.
Meanwhile, please enjoy the bonus, that has been credited onto your account.
Best regards
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1 year ago
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Dear Casino Guru and Casino Vegas team,
Thank you for your reply. I wasn't credited with any special bonus, just a Christmas bonus, but that's not my point. The bonus is no longer there and I don't want a bonus either, just the payout.
How long do you think it will take?
Many Thanks
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1 year ago
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Payment has arrived - thank you all.
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1 year ago
Dear Coolkaran,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
