The player from Brazil had requested a withdrawal on 05/12/2023 that had not been processed as of 15/12/2023, despite having a verified and approved account. After the player's complaint, we had invited the Vulkan Vegas Casino representative to join the conversation. The casino had confirmed that the player's winnings were transferred on 24/12/2023. The player had confirmed the receipt of his winnings, albeit after a 23-day delay. Consequently, we had marked the complaint as 'resolved'.
Vulkan Vegas Casino - Player's withdrawal is delayed.
Amount: 105 R$
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
I requested a withdrawal on 05/12/2023 and as of 15/12/2023 it hasn't been paid. My account has already been verified and approved but all they do is make up excuses and not pay me.
Automatic translation:
Public
Public
11 months ago
Dear perege,
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
Public
Public
11 months ago
Thank you very much, perege, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
11 months ago
Dear perege,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vulkan Vegas Casino representative to join this conversation.
Dear Vulkan Vegas Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Public
Public
11 months ago
Hello all
According to our records, the player received the winnings 24.12.2023 12:21:26 (UTC)
Kind regards
Public
Public
11 months ago
Dear perege,
Could you please confirm, if you have received winnings to your account?
Thank you in advance,
Mirka
Public
Public
10 months ago
Translation
Yes I received the winnings.
Thanks to the casino guru team
I received it on 12/24/2023, but it took 23 days to make payment.
Automatic translation:
Public
Public
10 months ago
Dear perege,
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,
Mirka
Casino.Guru
