The player from Germany is experiencing significant delay in receiving a payout from a casino despite a verified account. Player has been waiting since the 19th of December. The complaint was resolved as the player got paid out.
Vulkan Vegas Casino - Player's withdrawal is delayed.
Amount: €1,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello, I have not received any payout up to this date. The transaction ID is 2c785e2e-32fe-42ad-9046-1dad02c6e209
My account has been verified. I have been waiting for the payout since the 19th of December!!!
Automatic translation:
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4 months ago
Hello Eggi77,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
Hello, my account has been fully verified since 2021 including a selfie with ID.
everything accepted. I played with a bonus and everything was approved but the status has been "processing" for several days. I am in contact with the casino every two days and every time I am put off with the answer that I should wait. That money is already in payment transactions. This has been going on since December 21st, 2023. I chose the bank transfer payment method but nothing has arrived yet. All of my bank details were correct.
Automatic translation:
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4 months ago
Hello Eggi77
Sorry you faced issues with the withdrawal.
The casino approved your transaction in a timely manner, we will raise a ticket to PSP to know the reason of the delay.
Thank you for your patience.
Kind regards
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4 months ago
Translation
Money has changed to success in casino today.
There is nothing in the account yet
Automatic translation:
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3 months ago
Dear Eggi77,
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,
Casino.Guru
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