The player from Germany is having trouble withdrawing money. Despite completing KYC verification 3 times and being informed it would take some time, the issue persists from over a month. The casino reacted to the complaint. Despite the delay, the player later informed us about receiving their wiinings so we closed the complaint as resolved.
Vulkan Vegas Casino - Player's withdrawal delayed despite KYC completion.
Amount: €6,000
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
The KYC verification has been completed and passed 3 times. For every request since 03.10.23, I have been informed that it will unfortunately still take some time and the casino has no control over how long it will take.
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1 year ago
Dear gregorbisku,
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. Do I understand correctly that you have been waiting for a withdrawal for a month now? Have you made any successful withdrawals before?
Have you accumulated 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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1 year ago
Translation
Hello,
To the question --- Have you ever made successful withdrawals?
Yes, there were several but not that high, most around 1000 euros
---- Have you accumulated your winnings with or without an active bonus?
These winnings were without a bonus...
The winnings were taken directly from my player account and now it only shows up twice in the payment history
"Payout in progress"
1000 Euro. and
5000 Euro
With every request there is an apology for the delay and a promise that the money will be paid out...but no one knows when.
greeting
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1 year ago
Thank you very much for your reply, gregorbisku. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hello the payouts time between 3 and 6 days. Communication between the casino and me was only in online chat
This is from today
Thanks and regards
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12 months ago
Thank you very much, gregorbisku, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
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12 months ago
Hi gregorbisku,
I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.
Dear Vulkan Vegas Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason the player hasn't received the money yet though 2 withdrawal requests were submitted more than a month ago? What are the reasons the requests haven't been processed yet?
I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.
Looking forward to hearing from you!
Best regards,
Natalia
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12 months ago
Dear gregorbisku
Please kindly let us know if the issue is resolved. Otherwise - please specify the disputed transaction IDs.
Kind regards
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12 months ago
Translation
Hello, at first I gave up hope of getting the money.
But now I know who to contact if a problem like this arises.
Thank you so much for the help!!! The money has just been deposited into my account!!!
Full amount!!!
I greet the whole team and thank you all again...
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11 months ago
Thank you for the reply, Vulkan Vegas Casino.
Dear gregorbisku, 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,
Natalia
Casino.Guru
