The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €1,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have on 08.05. applied for the payment and on 10.05. the payment was approved by Vulkanvegas and then it was said that the money would be paid out by the payment provider within 5 hours to 5 working days.
Today is May 19th. and I still haven't received any money. They say I should wait until the money is in my account, but Vulkanvegas can't tell me how long it will take
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1 year ago
Dear cavituenal,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
It's been exactly 14 days today. The only answer I get is that I have to wait until the payment system pays me without telling me any duration.
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1 year ago
Thank you for your reply, cavituenal. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
Translation
I've been playing there for two years and I've been constantly depositing and withdrawing. Only 4-6 weeks ago I paid out 1500 euros without any problems and after 5 days it was on my account and otherwise it was always on it within 3-4 working days. I also passed the KYC exam a long time ago. 
I played without a bonus.
Edited
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1 year ago
Have you always used the same withdrawal method to withdraw your winnings? Have you recently tried contacting casino support regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Dear cavituenal,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Dear cavituenal,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
