The player from Germany has been waiting for her withdrawal for over two weeks. 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: €4,800
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I applied for a payout on May 8th, it was supposedly paid out successfully on May 15th, the casino puts me off that it would take up to 5 days, i.e. on May 22nd, 2023, unfortunately the money has not yet arrived in my account. I've already written more specialist but always come the same answers. I shouldn't worry the money will come. And if it's not, I should write again on May 23, sorry, I've been waiting for my money for 14 days.
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11 months ago
Dear 20rambo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 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?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Translation
Hello Kristina
KYC verification is done.
I have always received my winnings there when I have withdrawn. And the money was always there the next day at the latest.
The status of the payment is (done) but I still have nothing in my bank account.
It was played with bonus but only with my real money and since i won a lot and the wagering requirement has been successfully completed. Without having to use the bouns because my real money counted.
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11 months ago
Thank you very much for your reply, 20rambo. Before we contact the casino, could you 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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11 months ago
Hello all,
According to our records, all has been paid out long ago.
Kind regards
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11 months ago
Translation
Good day
The money was transferred back to the player account thinking they had problems with the bank transaction. But the support should give the same answer.
Thank you very much, but I am satisfied and I paid the money out again and it was immediately in my account
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11 months ago
Dear 20rambo,
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
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