The player from Poland has a verified account and requested a withdrawal of PLN 20,000 which has not been received yet. Unfortunately, the player's account has been hacked and some balance was lost due to this incident. Therefore, we were forced to close this complaint.
Vulkan Vegas Casino - Player's withdrawal has not been processed.
Amount: 20,000 zł
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
Other
REJECTED
Case summary
1 year ago
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1 year ago
Dear kristofer,
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
ok, thank you, I'll wait, I have another dilemma because I have a larger sum to pay out the winnings and I also don't know what to do and whether to pay the whole amount or split the payout
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1 year ago
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Hello. I inform you again that after 14 days I have no payment. After contacting the support, I receive a message to wait all the time
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1 year ago
Thank you for your reply, kristofer. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?
Have you accumulated your winnings with or without an active bonus?
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1 year ago
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Hello, the winnings were without an active bonus. I had successful withdrawals before. 
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1 year ago
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HELLO YESTERDAY ANOTHER VERY SERIOUS PROBLEM ARRIVED
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1 year ago
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Hello I have an account for over 2 years I have many successful withdrawals and I have never had this situation. While playing Book of Shadows by nolimit city. Someone hacked into my account at the same time and made very large bets. At first I thought it was technical error. Someone used about PLN 180,000 from my account. The casino system can see that there are two different devices and 2 different ip addresses at the same time in 1 game. Please help because PLN 180,000 is a lot. I just don't believe it what's in the account.
. I played on bets from PLN 50 to PLN 100 and bought bonuses up to PLN 8,300. At one point I noticed that my balance was growing and falling quickly, I thought it was a temporary technical error, At some point I refreshed the page and saw the lack of balance. bets at PLN 36,000.. PLN 60,000? The history of the game shows these bets but I did not make them and they were not from my device. Someone was playing on my account at the same time with me. No one but me has access to my account. The phone I used in the game is the Galaxy Z Flip 4 model SM-F721B Please look at the bet times and totals. The situations are not feasible for 1 device.
THESE WERE NOT MY BETS
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1- 02/07/2023 23:21:30 Book of Shadows Bet -24,000.00 Real 182197.69 PLN 158197.69 PLN 64a1ea5a048c72000136c0d5
2- 02/07/2023 23:22:44 Book of Shadows Bet -36,000.00 Real 224202.69 PLN 188202.69 PLN 64a1eaa471c3d200013e6e00
3- 02/07/2023 23:23:36 Book of Shadows Bet -36,000.00 Real 201402.69 PLN 201402.69 PLN 64a1ead8265c400001be8dfc
4- 02/07/2023 23:24:47 Book of Shadows Bet -48,000.00 Real 159242.69 PLN 111242.69 PLN 64a1eb1e265c400001beeb6f
5- 02/07/2023 23:25:42 Book of Shadows Bet -60,000.00 Real 193772.69 PLN 133772.69 PLN 64a1eb56265c400001bf3112
6- 02/07/2023 23:26:50 Book of Shadows Bet -60,000.00 Real 148022.69 PLN 88022.69 PLN 64a1eb9aa797c70001fdb8e5
7- 02/07/2023 23:27:57 Book of Shadows Bet -60,000.00 Real 85487.69 PLN 25487.69 PLN 64a1ebdd71c3d200013ff71b
8- 02/07/2023 23:28:58 Book of ShadowsBet -24,000.00 Real 32817.69 PLN 8817.69 PLN64a1ec19265c400001c034a7
8 -02/07/2023 23:31:07 Book of ShadowsBet -12,000.00 Real PLN 3657.69 PLN 15657.69 64a1ec9b265c400001c0e0aa
9- 02/07/2023 23:32:00 Book of ShadowsBet -7 200.00 Real 7417.69 PLN 217.69 PLN 64a1ecd0265c400001c128c5
It is not possible to finish 1 bonus and start another bet in 2 seconds, so someone was playing at the same time as I was playing.
How is that possible? Please take a look;
Please look at this example and the given date and time; I am buying a bonus:
- 02/07/2023 23:24:45 Blood and Shadow Bet -8,300.00 Real 167542.69pln PLN159242.69 PLN
and someone makes a bet after 2 seconds
- 02/07/2023 23:24:47 Book of Shadows Bet -48,000.00 Real 159242.69 PLN111242.69 PLN
another example my bet for PLN 100 starts and after 2 seconds someone starts a bet for PLN 36,000
- 02/07/2023 23:23:34 Bet -100.00 True 201502.69 PLN 201402.69 PLN 64a1ead6048c720001375772
-02/07/2023 23:23:36 Bet -36,000.00 True 201402.69P LN165402.69 PLN 64a1ead8265c400001be8dfc
My bet
my bet
02/07/2023
23:25:37
Blood and Shadow
unlimited city
Bet -8,300.00
Real
202072.69 PLN
193772.69 PLN
64a1eb51a797c70001fd5c35
Bet made for 5 seconds by another person
02/07/2023
23:25:42
Book of Shadows
unlimited city
Bet -60,000.00
Real
193772.69 PLN
133772.69 PLN
64a1eb56265c400001bf3112
Please help and explain how it is possible that the casino system allowed such a situation? How is it possible that someone entered my game without login and password? Someone made bets only in the game listed above. at the same time as me, on my account, in the same game. The system should automatically block the account or not allow 2 simultaneous bets at the same time? I have great security concerns, please help.
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1 year ago
Unfortunately, it would be close to impossible to prove that the casino did this or find out who accessed your account. If your login has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.
This is something that authorities such as the police should deal with, not our forum. It is a substantial amount and the entire incident should be classified as cybercrime. Sadly, we do not have the resources to investigate such cases.
Could you please let me know the remaining balance in your account, if there is any?
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1 year ago
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HELLO, I'M SORRY TO HEAR THAT FROM YOU. THE SITUATION IS THIS. IF THE CASINO PAYS THE PAYMENTS AS PROMISED UP TO 5 WORKING DAYS, I WOULD HAVE THE MONEY. I WAIT 18 DAYS TO PAY OUT, AND THIS SITUATION LEAD TO RESET THE LOSS OF SUCH A LARGE AMOUNT. NOW I HAVE BALANCE PLN 7,000. I WITHDRAWAL THE AMOUNT OF PLN 20,000 AND ORDERED A PAYMENT BY ANOTHER METHOD, SO THE VOLCANO NOW HAS AN EXAMPLE OF WHAT CAUSES A PAYMENT DELAY.
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1 year ago
I understand your frustration, but at this point, there is not much we can do about the missing winnings. My best advice would be to change all your passwords as soon as possible and make sure no one else has access to it and your devices.
Have you at least requested (or intend to request) a withdrawal of the remaining winnings?
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1 year ago
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hello. I understand that the casino is not responsible for cyber attacks. How is it possible that the system does not see my account hacked, Vulkan support stated that it does not see anything strange in my bets, It is simply disregarding the client because I presented the history of the game and there are bets that I could not do it yourself do it yourself,. Then how on earth did someone make bets WITHOUT LOGGING INTO MY ACCOUNT.? IN MY ACCOUNT, VULKAN SHOULD CHECK IT FOR ITS SAFETY AND CLIENTS. BUT IF YOU SAY THAT UNDER NO CIRCUMSTANCES IT COULD NOT BE THE CASINO'S FAULT, IT WAS A WASTE OF OUR TIME TO DEVELOP THE SUBJECT, AND I REPEAT ONCE AGAIN THAT IT IS THE CASINO'S FAULT FOR SUCH A LONG PERIOD, I ALREADY HAD A BIG DISPUTES WITH VULKAN. dispute, A small part of the payment after more than 20 days of waiting went to the account.
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1 year ago
In reality, not all casinos have the capability to simultaneously monitor thousands of active players, nor is it necessary for them to do so. Again, it is the player's responsibility to make sure they are the only person who has access to their account. Regrettably, investigating a compromised account is beyond our capacity, and I strongly recommend reaching out to the local police department for further assistance as I already suggested a few days ago.
Furthermore, I would like to clarify that the length of withdrawal is not solely in the casino's hands. From our experience, this specific casino usually processes withdrawals within a few business days. After that, the payment provider starts to have the most influence and if the payment gets canceled, it was most likely because the payment provider couldn't or refused to process it.
I am confident that we have thoroughly expressed our perspective and sincerely hope that you will not encounter this problem again. However, I am afraid that we have reached a point, where we are unable to make any further progress on this complaint, and thus, I have to close it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
