The player from Germany faced a delay in receiving a withdrawal of 4500 Euros, which had been blocked for over 15 days without explanation. Typically, smaller winnings arrived within two to three days. After communication with the casino, it was confirmed that the withdrawal request had been cancelled by the player. The issue was resolved when the player successfully received the payment. The complaint was marked as 'resolved' in the system.
Vulkan Vegas Casino - Player's withdrawal has been delayed.
Amount: €4,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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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
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2 months ago
Translation
Hello my friends, I have been playing at this casino for a long time and never had any problems. Usually, when I win an amount less than 2000 Euros, it arrives within two or three days. Now I have funds worth 4500 Euros, but each time I'm told that I have been blocked by the concerned parties, and I don't know the reason. I've been waiting more than 15 days for the 4500 Euros to be credited to my account. Please help me.
Automatic translation:
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2 months ago
Dear aminjak45,
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.
The screenshot shows you made the withdrawal request on January 4th, why did you mention 15 days?
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
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2 months ago
Dear aminjak45
Congratulations on your win!
We can see that the withdrawal request amounting 4500 EUR was cancelled on your own.
The new request will be approved by the casino according to T&Cs.
Warm regards
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2 months ago
Dear aminjak45,
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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2 months ago
Translation
thank you very much for your help, I have already taken my payment
Automatic translation:
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2 months ago
Dear aminjak45,
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
