The player from Austria has requested a withdrawal two weeks 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: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good evening,
I've been playing at Vulkan Vegas for 2 years, over the years it has become my favorite casino. Good bonuses, fast payouts, good reputation, what more could you ask for?
Made a few withdrawals and so far all have been withdrawn sometimes it took 2 hours sometimes 5 days but i never had to think about not getting it until now. Been waiting for the money for 2 weeks, feel a bit scammed. Also the support is rude and brushes me off, the only thing they tell me is that there is some kind of malfunction and they can't speed up the withdrawal which is complete bullshit.
That's not how you treat long-term customers.
I hope I can still get my money through the complaint, because vulkanvegas does not have the 9.6 reputation on Casino Guru for nothing. It has to be serious.
Automatic translation:
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2 years ago
Dear Cicero106,
Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
Could you please advise if your winnings were accumulated with or without an active bonus?
I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Hello im not sure if I should write in German or English. But let's do it in English now. I am verified as I said play 2 years on vulkan Vegas and never had problems until now. Yes I wagered a bonus but it's usually also not a problem. Sometimes they paid me out within 2 hours
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2 years ago
Update, they transfered the money back to my casino account. I don't know why it happend. I want to know why. After 20 days they transfer it back??? Now I have to withdraw it again??
/edit they said it is because of technical issues, so I have to withdraw again. The funny thing is, that the system says I have to play 26 euro of the money If I don't do it they will charge me for withdrawing. I will do it and withdraw again
/edit 2
I played 50 spins on 60 cent and made another withdraw for 380 euro let's see if I am get the money
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2 years ago
Thank you very much, Cicero106, for the updates. Could you please advise if you received your winnings already?
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2 years ago
I received the money today after speaking to support again just within 1 hour. This was very shady and not communicative from them. Not a nice experience and not expected for me
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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, Cicero106, 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
