The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. This case was successfully resolved.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €4,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won 4000 euros and have been trying to withdraw since then. Payout is rejected. I did not receive an answer after an email request. The countless support inquiries were answered with excuses. Account is fully verified. From the side of my bank everything is fine. I can't really go into the chat either, since this function has only allowed one question since my profit. The support staff put me off with incredible excuses. I have been playing at this casino for a long time. Just never had a profit. I don't know why they don't pay off. Maybe you can help me. I am very frustrated.
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2 years ago
Dear sunshine,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
I have already ordered a payout several times. It was rejected every time. i will try again
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2 years ago
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I try to make a withdrawal every day. It is rejected every time. Account is fully verified and I haven't used a bonus. It shows me "in progress" and after a short time the payout is rejected.
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2 years ago
Thank you very much, sunshine, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello, sunshine
The withdrawals were declined due to technical error. Unfortunately, no extra info was given by the payment provider.
We kindly ask you to make another request (-s).
Thank you for understanding.
Best regards
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2 years ago
Translation
Hi
I tried to pay out with Bank Transfer. I entered the complete IBAN number of my bank account and also the BIC of the responsible bank. So everything is complete. You should fix the error, because none of my part is available. Any withdrawal attempt made so far will be rejected.
MG
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2 years ago
Hello all,
I apologize for the late reply. Thanks to Vulkan Vegas for assisting in this case. Sunshine, from your description of events, my opinion is that there might be issue in the setting of the withdrawal request. Is there anyone in Vulkan Vegas Casino who can assist you to ensure the technical issue is resolved?
Also, you could try not using the BIC in the withdrawal request. I encountered multiple cases where this causes issues for some reason. Please let us know how it goes.
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2 years ago
Translation
Hello Thomas
if I do not provide the BIC, the payout button cannot be activated. Chat function with the casino does not work either. Can only write once, wait for the response from the casino. A new answer on my part does not work.
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2 years ago
Dear sunshine,
Would you kindly try to make a withdrawal request but using the English language selected on your device (not DE), without any hyphens, dots and spaces in the end.
Thank you in advance!
Kind regards
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2 years ago
Translation
Hi
The payment has arrived. Thank you. I had 1000 euros paid out first. An additional 200 euros have been debited from my player account. Question: are these transfer fees? I would find that very high.
4000euro-1000euro equals 3000euro. I now only have 2800 euros on my player account.
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2 years ago
Dear sunshine
I can see several more transactions have been completed.
Regarding your question on commission, according to T&Cs:
"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."
When you were making a withdrawal request you were notified about the fact, that you have not wagered your deposits twice, also the message contained information on how much turnover is required to avoid commission. You clicked "Proceed", meaning that you agreed to this commission.
FYI the commission was applied to your first withdrawal request, afterwards all the withdrawal are and will be commission-free.
Best regards
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2 years ago
Hello all,
thanks for your replies. Sunshine, have your issues been resolved to your satisfaction? Can we consider the case closed?
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2 years ago
Translation
Hello Thomas
I thank you very much first. I think I'm getting along well now, so we can consider the case resolved.
THANK YOU AGAIN
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2 years ago
I am glad to hear that, Sunshine! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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