The player from Germany had a pending withdrawal of €300 since 09/28/24, and previous communications with the Vulkan Vegas team had been unproductive, with no response to their email. The player expressed frustration after previously experiencing prompt processing of withdrawals. The issue was resolved as the player confirmed receipt of the funds, although a commission of €57.69 had been withheld due to unmet wagering requirements. The Complaints Team clarified the casino's terms and conditions regarding withdrawal fees, leading to the complaint being marked as 'resolved'.
Vulkan Vegas Casino - Player's withdrawal has been delayed.
Amount: €300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Since 09/28/24, the status of my €300 withdrawal has been pending.
The chat with Albert from the Vulkan Vegas team did not lead to any result, and my email has not yet been answered.
Until now, I have always been very satisfied, and the withdrawals were always processed very quickly.
Automatic translation:
Public
Public
2 months ago
Dear Charly22,
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.
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Public
Public
2 months ago
Translation
Hello Dominika,
I have just sent you an email with the requested information.
Automatic translation:
Public
Public
2 months ago
Translation
Good morning,
I just see that my withdrawal was rejected and credited back to my player account.
Automatic translation:
Public
Public
2 months ago
Translation
I can't withdraw it again because I have to pay 59,-€ first because of the commission...
Automatic translation:
Public
Public
2 months ago
Translation
Hello Dominika,
The payment was paid out, but the commission of €57.69 was withheld - which I don't think is fair. My deposits were higher.
Automatic translation:
Public
Public
2 months ago
Dear Charly22, I have checked the general terms and conditions, and this is what I found (https://vulkanvegas.com/en/terms-and-conditions):
"8.11. When making a cash-out request, certain points need to be considered:
...
8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses.
8.12. We reserve the right to charge a fee amounting to our own costs for the withdrawal of funds that have not been put into play."
The casino's message indicates that there were remaining wagering requirements. If you had met the rollover conditions, you could have withdrawn the full amount.
Public
Public
2 months ago
Dear Charly22,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
