The player from Latvia had requested a withdrawal of 100 Euros on 26.02.2024, which was not received. Despite having successfully withdrawn funds in the past and having completed the required KYC verification, the casino had asked the player for a photo of his bank card for further verification. The player had confirmed that he had accumulated his winnings without the use of any bonuses. After the interaction with the Complaints Team, the player's issue had been resolved and the withdrawn funds were successfully received.
Vulkan Vegas Casino - Player's withdrawal delayed.
Amount: €100
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Good day, I am reaching out to you for assistance again.
On 26.02.2024, I requested a withdrawal of 100 euros, but I haven't received any money so far. The technical support only tells me to wait, but they can't provide any comprehensive information. All payment deadlines have already passed. If there are representatives of this casino here, I kindly ask you to investigate this matter. I have screenshots of the conversation and withdrawal if needed.
Thank you.
Automatic translation:
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8 months ago
Dear zlojdux,
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 before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active 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,
Kristina
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8 months ago
Translation
Good afternoon
On Friday, 03/01/2024, they asked me to send a photo of my bank card for verification. But before that, I had withdrawn funds without problems and the verification had already been completed.
I accumulated the amount without bonuses.
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8 months ago
Thank you for your reply, zlojdux. When did you make the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
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8 months ago
Translation
The last withdrawal was 01/02/2024. The withdrawal took 2 days using the same method as now to a bank card.
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7 months ago
Translation
Good morning. The money has arrived. Please close the complaint.
Thank you.
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7 months ago
Dear zlojdux,
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
