The player from Germany is dissatisfied with the withdrawal process. He sent all the necessary documents and his account has been verified, however, his withdrawal still hasn’t been processed. Even though we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I paid up at Vulkan by credit card, received a bonus and played - a total of 2 days. After it was shown to me that my balance was completely real money, I requested a withdrawal of € 400. They asked me to take photos of ID, credit card, bank statement etc., all of which I uploaded as requested. I received a notification that all documents were accepted and that my account was verified. I submitted another withdrawal request, which was also confirmed by email. Since then, I've been waiting for the payout - I have to re-submit the payout request every day because the payout amount is always available to play. I am put off by chat and pretend that the payment is being processed. The behavior of this casino is extremely dubious, I ask for help. I cannot upload the screenshot and the emails here - I ask for an email address so that I can send you receipts. This morning I submitted another withdrawal request - the withdrawal request was confirmed again. 
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4 years ago
Dear Peter,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Each casino proceeds withdrawals differently, and it’s quite usual for withdrawal, to take a couple of days to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Please, feel free to forward all the necessary evidence together with any relevant communication between you and the casino to kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Best regards,
Kristína
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4 years ago
Translation
Hello, thank you very much for your help. When confirming the payment request, reference is always made to approx. 2 working days - not 2 weeks. In the chat I am also informed that the payment is being processed and that the delays cannot be explained. I can send you the Vulkan login details so that you can see for yourself. Kind regards, Peter S.
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4 years ago
Processing the payment might take longer especially if this was your first withdrawal. Have you ever made a successful withdrawal at Vulkan Vegas Casino?
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4 years ago
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No, I was new to this casino. As always, I had informed myself beforehand about Casino Guru. Whether video slots, Sunmaker, VeraJohn or Wildz - I've never had this theater.
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4 years ago
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Interim report update: I have now requested 3 new payments. See screenshots in the attachment 
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4 years ago
Do I understand correctly, that after requesting a withdrawal, it is always canceled?
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4 years ago
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Yes that's right. The same theater every day. I have to request the payment twice a day, I get an email confirmation every time - then after about 3 hours everything can be requested again. best regards
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4 years ago
Thank you very much Peter. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hi Peter,
I looked at your case and understand your situation. I will contact the casino and see if I can help.
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4 years ago
Hello everyone!
Just checked the logs, some of the transactions were cancelled due to "Reason: Invalid expiration date/Card expired"
But the latest records say that the transaction amounting 400 euros was successfully completed.
Dear Peter, could you please confirm you received your winnings?
Best regards,
Alexander
