The player from Germany had requested a withdrawal prior to submitting the complaint. Unfortunately, his winnings hadn't been received at that time. After the complaint was submitted, the player informed us that his account had been verified and the payout process had been initiated. Despite multiple follow-ups from our team, the player didn't update us on whether he had received his winnings or not. As a result, due to the lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €7,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I've been trying to verify my account for 5 days, uploading every document possible. Passport, bank statements, receipts, bills, proof of income, etc.… Yet constantly it gets delayed and takes days until I get decent support on Live Chat.
Automatic translation:
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1 year ago
Dear enesseyrek67,
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
My account has now been verified. Payout started yesterday afternoon. Let's see when it's there.
Automatic translation:
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1 year ago
Thank you for the information. Please keep us updated and let us know when you receive your money.
