The player from Germany had requested a withdrawal three weeks prior, which had not been processed since February 6, 2025. Although he was verified and had successfully withdrawn funds before, he had not received any proof of payment despite being informed that it had been made. The issue was resolved when the casino confirmed the identification of the funds, leading to the full payment being credited to his account. He later received the remaining amount, and the complaint was marked as resolved by the Complaints Team.
Vulkan Vegas Casino - Player’s withdrawal is delayed.
Amount: €1,950
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 month ago
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1 month ago
Translation
Hi
I have been waiting for the payment since February 6, 2025.
I am verified and have already paid out several times between 1000-4000€
I was informed that the payment was made and they will send me proof.
But nothing happens.
Automatic translation:
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1 month ago
Dear Easy24,
Thank you very much for submitting your complaint.
I’m sorry to hear about the delay with your payment. I understand how frustrating it must be to wait without any clear updates. To help us investigate the issue more effectively, could you please provide the following details?
- Have you received any communication from the casino after they informed you that the payment was made?
- Did they specify a timeframe for when you should receive the proof of payment?
- Which payment method was used for this withdrawal? Is it the same method you used successfully before?
- Have you checked with your payment provider or bank to see if the funds are possibly on hold or in processing?
If you have any relevant communication or screenshots that could help clarify the situation, feel free to forward them to my email at petronela.k@casino.guru.
Your cooperation is crucial for us to understand the issue better and to advocate for you effectively. The more details we have, the better we can support you in resolving this matter.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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1 month ago
Translation
Hello,
As usual, I paid out via bank.
No, they always say the finance team is checking it. I'm just being strung along.
Do you need more information?
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1 month ago
Hi Easy24,
Thank you for your response. To help us investigate further, could you please specify the transaction ID for the missing withdrawal? This will allow us to track the payment and provide more detailed assistance.
Once we have this information, we’ll be able to look into it more effectively.
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1 month ago
Dear Easy24
Sorry for the inconveniences caused.
We can see that our support team has reported this to PSP and we are waiting for their feedback.
We will update you accordingly once received the details.
Regards
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1 month ago
Translation
Almost a month has passed, I would like to know where the payment is or when you will pay out.
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1 month ago
Dear Easy24
We are happy to confirm that PSP identified the funds, and the promise to refund the total amount back to your gaming account.
We hope it will happen very soon.
Pardon for inconveniences.
Regards
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1 month ago
Translation
The money has now been paid into my online account.
Unfortunately, I can only withdraw 1625€ and there is 1950€ on it.
I have now had it paid out to another bank account and via ETH.
Can you tell me how I can withdraw the remaining 300€?
Automatic translation:
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1 month ago
Dear Easy24
Sorry, we did not quite understand your question.
The entire amount was compensated onto your balance. 4 withdrawal requests have been already approved by the casino. Can you please describe your issue in more details?
Regards
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1 month ago
Translation
There are only 820€ left outstanding, I have already received payouts today.
Thanks, if the rest comes, we can close the case.
Automatic translation:
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1 month ago
Dear Easy24,
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 (link here). 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
