The player from Germany won €1000 on June 1st and had waited for three weeks for the payout, repeatedly being told to be patient. Despite being a loyal customer with no prior issues, he became disappointed and stopped playing. The delay was due to a technical issue with the payment service provider (PSP). After persistent follow-ups, the casino successfully resolved the issue, and the player received his winnings.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €1,000
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
5 months ago
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6 months ago
Translation
Hi everyone,
I won 1000 euros on June 1st, but it still hasn't been paid out. Every time I ask, I’m told the same thing: "Please be patient." I am a loyal customer and have deposited money daily. I’ve never had issues before, and payouts were always on time. But since June 1st, I'm so disappointed with them. I’ve stopped playing because I'm afraid; I don’t know where I stand. It's so disheartening to be treated like this over 1000 euros. I feel completely lost and don’t know what else to do. I just hope that they will finally pay me.
Automatic translation:
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6 months ago
Dear houssayn12345houssa,
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?
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,
Veronika
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6 months ago
Translation
Hello,
yes I deposited my money and won the 1000 I didn't use any bonuses my KYC verification was successful for a long time they always paid out quickly except for the 1000 euros since 1.6 that's so sad I'm a strong customer I left my money there every day
Best regards
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6 months ago
Dear houssayn
Thank you for your complaint. Most likely, you are referring to transaction f28f185e-4bf7-4f9a-b53a-efaee87655b7, which was applied by the casino in a timely manner, but unfortunately it looks like it got stuck on the PSP side. We are rasing the issue with PSP and hope it will get resolved soon.
Apologies for inconveniences.
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6 months ago
Translation
OK, I don't really understand what PSP means but I hope for positive results. I don't want to speak badly about them at all but this really hit me because I invested a lot of money with them. As I said, I really hope that this gets cleared up.
Best regards
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5 months ago
Dear Vulkan Vegas Casino representative,
Thank you very much for getting in touch with us and explaining the situation.
Dear houssayn12345houssa,
PSP means payment service provider. Have you received any updates regarding your withdrawal in the meantime?
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5 months ago
Translation
Hello,
no, I still haven't received the money and they keep writing please wait, we have a technical problem and this has been going on since June 1st, I think they're trying to rip me off, I just can't understand it
Best regards
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5 months ago
Dear Vulkan Vegas Casino representative,
do you have any news regarding your discussion with the PSP? Please let me know. Thank you in advance.
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5 months ago
Translation
Hello,
Unfortunately there is nothing new 😭😭 they haven't paid me yet, I just can't understand it, I've written to them several times by email but haven't received a reply, I just can't understand it, I'm so hurt by how much money I left with them, I keep hoping that they can help me
Best regards
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5 months ago
Dear Veronika
We are pushing the PSP, unfortunately have not yet received their firm reply.
Continuing speaking to them regularly.
Will definitely resolve the issue.
Regards
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5 months ago
Translation
Hello,
to date no money has arrived unfortunately 😞 that is so bitter and think about it, I still pay in at Vulkan Vegas to play and without luck since 1.6 it just doesn't pay out
I think Vulkan Vegas should take responsibility for this in order to satisfy the customer but nothing comes from them except please wait
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5 months ago
Translation
Hello, I wanted to thank you again. Vulkan Vegas has just paid me out successfully. Thank you all 👍👍
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5 months ago
Dear houssayn12345houssa,
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,
Veronika
Casino.Guru
