The player from Germany has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €3,990
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I made a withdrawal request for 3,990 euros on Ethereum (ETH) at Vulkan Vegas Casino. This withdrawal has been processed by the casino and marked as paid. Unfortunately, I still haven't received the money.
Since a crypto transaction usually doesn't take longer than 30 minutes and I've written to the casino live chat a few times about the missing payout, I'm forced to write a complaint to get my money.
I have already checked that I have provided the correct Crypto Receiver ID, but everything is fine and correct.
I also made two more payouts (13 and 160 EUR) on ETH as a test. This money was also marked as paid out by the casino, but I have not received this money yet either.
My payment of 3,990 euros was confirmed on Tuesday, September 27th, 2022 in the evening.
The casino's live chat only ever writes that the request is being processed. I think so too, but 6 days is just too long for such a large amount of money.
My account is fully verified and I have already received successful casino withdrawals on MiFinity.
I ask for help, thanks!
Automatic translation:
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1 year ago
Dear Ti99,
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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1 year ago
Translation
Hello, I'm verified and have already received payouts, usually it arrives right after the payout confirmation. The point here is that the money has already been paid out but no money reaches me, and the casino does not give me any correct information on where my money went. I am fully verified
Edited
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1 year ago
Translation
Hello, 8 days have passed. I'm still waiting for the money! Vulkan Vegas live chat is no help and the casino doesn't seem to care that I don't receive my money. A few days ago it was said that I would get a kind of invoice that I could ask the payment provider myself where the money went to, unfortunately this does not happen either.
I ask for your help
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1 year ago
I fully understand your frustration, Ti99. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
Translation
Hello, I received the money back to my player account this morning. Now it will probably take a while again until it is paid out, but at least the money is back. I'm trying a different payment method this time
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1 year ago
Thank you, Ti99, for the update. Please keep me informed about any further developments.
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1 year ago
Translation
Hello, the payout with MiFinity works. Received almost everything, the rest should come today.
You can stop the complaint, thanks!
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ti99, for your cooperation and 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
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