The player from Germany has requested a withdrawal six days 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: €2,000
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
On December 11th I applied for a payout of 2k. In the meantime, the support referred to the general terms and conditions of waiting 5 working days. The 5 working days were up on December 16th at 8:15 p.m. and I was asked again where my money stayed. Only I should wait.
Then contradictory answers from the support sometimes the payout department doesn't work at the weekend.
Completely incompetent support.
I've already made a few payments from them, this is my biggest so far, otherwise I was used to it for 2-3 days, but since the last two payments I've been waiting and waiting.
Recently, the second kyc check was required, everything passed, so double verified but still no payment, the amount has been in my player account since 11.12 and nothing is very questionable about what they deduct.
I always liked playing there but after the payout I will definitely have my account deleted with them.
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1 year ago
Dear mm181726,
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.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
I've been kyc checked twice otherwise I've only ever cashed out up to €500 and I don't see waiting 14 days if other casinos can do that within a few hours
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1 year ago
Hello all,
The withdrawal was approved at 18.12.2022 02:26:05 (UTC) and is now being processed by the payment provider.
Kind regards
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1 year ago
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Yes it has been approved by the casino.
however, it now depends on the payment provider.
it's a big question for me what that's supposed to do.
the casino only has disadvantages as a result.
therefore, the casino should perhaps consider changing this strategy.
I also find the statement that you should wait 14 days extremely outrageous, since there are proven casinos that can handle the entire process within 24 hours
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1 year ago
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Furthermore, I find it outrageous that the casino offers nothing as compensation for violating their own terms and conditions
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1 year ago
Could you please confirm once you receive your winnings? Thank you in advance.
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1 year ago
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Yes, if I ever get my money I'll be happy to confirm it.
I hope it will still be today
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1 year ago
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And nothing is said about your breach of terms and conditions? It's interesting!!!!
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1 year ago
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Since the status of the payout does not change either, I unfortunately have to assume that it runs the same way as the processing by the casino, which is really an absolute cheek
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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, mm181726, 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
