The player from Germany hasn’t received his withdrawal. A few days later the player successfully received his winninings.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €1,560
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I have two payouts. Once for an amount of 380 € I am on 05.02. have commissioned and on 07.02. also approved by the casino. The second payout is €1180 and was made on 02/13. commissioned and on 16.02. approved. To date no money has been received. Payment method was credit card. This has always worked great. The funny thing is that on 11.02. also made a payment. The amount was 1000 €, was on 12.02. confirmed and was on 14.02. paid into my bank account. Since the two payouts have the status "processing", customer support unfortunately has no access. My question is now how long do I have to wait?
Automatic translation:
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2 years ago
Dear Nullneuner90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that one out of three withdrawals has been successfully processed?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
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,
Kristina
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2 years ago
Translation
Hello no. So far, all withdrawals have been processed and paid out super quickly. Only the payment from 05.02. and from 13.02. are a long time coming. These two payouts are to go to my credit card. This has always worked without problems until now. A payout dated 02/11. was transferred to my bank account within three days. I'm wondering why a payout before and after was not paid.
Unfortunately, I can't send any chat histories, as these are always deleted after the chat has ended. But apart from the fact that I should wait, nothing was ever written to me. The payout was approved by the casino and now I have to wait for the payment service provider. I was also told that the 2 business days processing for amounts up to €500 and 5 business days up to €5000 is only for the time on the casino's part to confirm the withdrawal. Nobody could tell me how long the payout actually lasts and may last.
I could only send the screenshots of the payouts.
Greetings and thanks for the quick reply!
Edited
Automatic translation:
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2 years ago
Thank you very much for your reply and emails, Nullneuner90. Have you ever made successful withdrawals to your credit card? Do I understand correctly that all previous successful withdrawals were withdrawn by bank transfer?
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2 years ago
Translation
Good morning, I have made payments to the credit card and my bank account. These have always worked.
Last night I got the message that the two payments to my credit card have been declined. I have now requested a new payout to my bank account. Now I'll wait and see if that works. Actually, it's not allowed to use a different payment method than the deposit method, but I was told in the chat that you can do it alternatively.
regards
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2 years ago
Translation
Good Morning,
the payout of €1560 was split into €1000 and €560.
The withdrawal has been approved by the casino and is now back in "Processing" status.
Previous payouts have always been paid out immediately after approval. I don't understand why this status is there again. I suspect it's being declined again for no reason, although it worked before on my bank account and also on my credit card.
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2 years ago
I fully understand your frustration, Nullneuner90. However, bank transfers can be tricky and take a few days or even weeks to get fully processed. I will set the timer for additional 14 days allowing to casino two full weeks to process the payment and if there’s no development within this time frame, we will intervene.
Let’s stay positive and wait for the good news regarding your withdrawal this time. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.
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2 years ago
Translation
Good evening,
Yes, the money went into my account today! Many thanks for the help. This is the usual service and the speed I'm used to.
regards
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2 years ago
Awesome news, Nullneuner90. 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.
