The player from Germany had a pending withdrawal request of 285 Euros from the casino since October 30, 2023. Despite constant follow-ups, the payment had exceeded the casino's timeline. The Complaints Team had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. The casino had requested the player to confirm the receipt of the payment. The player confirmed that he had received the payment, albeit 10 days late. Consequently, the Complaints Team had closed the complaint as resolved.
Vulkan Vegas Casino - Player's withdrawal has been delayed.
Amount: €285
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
Public
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1 year ago
Translation
Hello,
Since October 30, 2020, my 285 Euro withdrawal has been pending and unprocessed.
I keep getting put off by the casino's Support team.
By now, the period for the payment far exceeds the 5 business days timeline set by the Casino.
I am always stalled with the statement - we are checking on it - but nothing happens.
Thank you for your help in getting my money to me.
Automatic translation:
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1 year ago
Dear Tamino1,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Dear Tamino1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Hello,
However, the money was now paid 10 days late.
The case can be closed
Kind regards
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tamino1, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
