The player from Germany has requested a withdrawal four days prior to submitting this complaint. Simply, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €6,390
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
Hello, I passed the KYC exam several months ago, and the profit from that time was also transferred.
Now I've played again and now I've been told I have to upload a bank statement later, done and done! It's been 4/5 days now and no moderator is checking my documents.
Contact via chat and mail brought no progress.
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2 years ago
Dear Night,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. 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 by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
Hello, yes ok I will wait a bit again. The first request for my payout was rejected because an additional document was requested.
the document has not yet been checked.
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2 years ago
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Update the verification of the documents was successfully completed!
The rest of the information will follow!
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2 years ago
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Hello, my money has been gradually removed from my account. It's being processed, so it should be in my account in 1/2 days, at least that's what I'm assuming.
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2 years ago
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Hello, now that the status has been set to rejected, everything will be credited to my game balance again.
what can be the reason? The casino claims that my bank rejected the payment, after a phone call to my bank this was ruled out!
Edited
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2 years ago
Translation
Another payment has now arrived in my account! I'll let you know when everything has arrived!
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2 years ago
Thank you very much, Night, for the update. The least I can do is to leave this complaint open until your confirmation regarding the successful withdrawal of all the funds. Please keep me informed.
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2 years ago
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Today, other payments were set to reject again, I should keep requesting new payments.... I will report.
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2 years ago
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After a lot of back and forth. 3k arrived again today. Rest will come too. Problem solved. Thanks
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2 years ago
Hello,
As per our records, there are no active/pending withdrawals.
Dear Night, can you please confirm the money was received?
Kind regards
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2 years ago
Dear Night,
Could you please confirm that all the winnings have arrived? Thank you very much in advance.
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2 years ago
Translation
Of course I can confirm that. As already written above. After initial inconsistencies, everything is clarified. Money has been transferred. There is nothing to complain about.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Night, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
