The player from Germany had a pending withdrawal from 15.08.2024 that remained unprocessed despite daily inquiries with support, which had initially assured completion within 5 business days. This deadline had now been exceeded. The issue was resolved as the player confirmed receiving the funds after the withdrawal status changed to 'in progress.'
Vulkan Vegas Casino - Player's withdrawal is delayed.
Amount: €3,300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
My withdrawal from 15.08.2024 (cf02964f-33a1-4f77-8601-27afbbe685a3) has not been processed despite my daily inquiries with support. I keep being told to be patient. Initially, I was assured that the withdrawal would definitely be completed within 5 business days. This deadline has now passed by several days. I hope you can help me.
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2 months ago
Dear christianmirass,
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 the 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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2 months ago
Translation
Hello and thank you very much for the answer!
According to Vulkan Vegas' T&C, a withdrawal of €500 - €4,999.99 will be processed in a maximum of five working days. Since last night, my withdrawal has been marked as "in progress". So it looks like I will receive my money soon. Nevertheless, thank you very much for your great work!
Best regards
Christian
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2 months ago
Hi christianmirass,
Thank you for the update, and we’re glad to hear that your withdrawal is now marked as "in progress."
To ensure everything goes smoothly, I have extended the timer by an additional 5 days. We’ll be waiting for your confirmation of the successful withdrawal.
If you encounter any issues or have any further questions, please don't hesitate to reach out to us.
Thank you for your kind words, and we’re here to help if you need anything else :)
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2 months ago
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Hello, I will definitely get in touch. Best regards
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2 months ago
Translation
Hello, all clear! I got the money this afternoon 😊
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2 months ago
Dear christianmirass,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
