HomeComplaintsVulkan Vegas Casino - Player's withdrawal method has been restricted.

Vulkan Vegas Casino - Player's withdrawal method has been restricted.

Amount: €4,000

Vulkan Vegas Casino
Submitted: 25 Dec 2024
Case opened Current status

Waiting for player to reply

0d 9h 20m 4s

Case summary

The player from Germany has over €4000 in real money in his Vulkan Vegas account and successfully withdrew €600 to Paysafe. However, the Paysafe withdrawal method suddenly disappears, and the casino claims there are issues with it.

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Translation

Hi, I currently have a little over €4000 in real money, free of a bonus, on my player account at Vulkan Vegas!!! Paysafe was a withdrawal method, I successfully transferred €600 to my Paysafe account! And then the Paysafe withdrawal method suddenly disappeared??? Apparently Paysave had problems and that was the reason why this withdrawal method no longer appears there???? Please help, many thanks! Regards, Olaf M.

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Dear olafmueller3333,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

  • Could you please advise if you have been informed about any alternative method to withdraw your winnings?
  • Could you kindly confirm if you passed the full KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika


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 900 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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Hi yes I am fully verified and yes I have been offered alternative withdrawal options

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Thank you for your reply. Have you attempted to withdraw your winnings using one of the alternative methods suggested by the casino?

Please note that you may need to make a small deposit to verify the payment method before your withdrawal can be processed successfully. This step is a standard procedure used by many casinos to ensure the validity of the payment method.

Let me know if you encounter any issues while trying the alternative options, and I will do my best to assist you further.

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Hi, I have a withdrawal on hold via Jetonbank, further withdrawals were rejected again!!? To be honest, they are playing for time, please help quickly, many thanks in advance! Best wishes Olaf

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Have you received your payment via Jeton yet? Please send me the screenshot of your withdrawal history showing the current pending withdrawals.

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Hi no, I have not received the payment via Jetonbank or My Finity

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Hi, I'm really asking you to help me, they've cancelled all withdrawals and all the money is back in the casino account!!! They're trying to rip me off, please please help me so I can get my money, please reply quickly! Best wishes, Olaf M.

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Here is my current account in the casino

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So it’s about more money than before

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Hi here is my current account in the casino

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Dear olafmueller3333

As per the moment being, you do not have any active withdrawal requests.

We do recommend using bank transfer for such amount.


Kind regards

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Yes, but I submitted withdrawal requests that were then cancelled! Can you help me now or not?

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Hi here are my new withdrawal requests

all about Jetonbank

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Dear olafmueller3333

The withdrawals will be approved according to T&Cs.

Wish you only listened to our advice re withdrawal of such amounts via bank transfer.


Regards

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Hi okay, thank you very much for that, I am really grateful to you!!! Kind regards, Olaf M. 😃

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Hi, all payments have been rejected again, I feel completely ripped off!!! Should I get a lawyer and sue or can you help me? Regards, Olaf M.

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Dear olafmueller3333

Have you used the payout method before (for the deposit)?

We have also recommended using the bank transfer for such amount, have you listened to our recommendations?


Thank you!

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Translation

Hi yes I have just got a new account, I will try it and get back to you

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Dear Vulkan Vegas Casino representative,

Thank you very much for getting in touch with us and guiding the player.


Dear olafmueller3333,

Are there any new developments regarding your most recent withdrawal request?

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No everything was rejected

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Thank you very much, olafmueller3333, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

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Dear olafmueller3333

Is there any reason you are not making withdrawal request via bank transfer?

The withdrawals to the payout method that was not used is not possible.


Regards

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Greetings all.

My name is Romi, and I will be providing assistance with this case.

Thank you, Vulkan Vegas Casino, for your cooperation.

Dear olafmueller3333, could you do as the casino representative advised and withdraw your winnings via bank transfer, please?

Respectfully,

Romi

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Hi Romi, I'm glad, I just changed banks, so a bank transfer was out of the question at the moment!!! But since I can now verify Jetonbank, nothing should stand in the way of a withdrawal, I have also made a deposit via Jeton, so according to the casino's statutes, nothing stands in the way!!! Withdrawals totaling €12,500 have been requested, now I'll have to wait up to 14 days for the money to arrive!!! I'd be happy to get in touch again if there are any problems, all the data and documents requested have been verified on my part and what if there is anything else? We'll see, I won't believe it until it has been posted anyway! Regards, Olaf Müller 😉

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Dear olafmueller3333,

We'll wait for your confirmation of the withdrawal then.

Respectfully,

Romi

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Thank you very much and see you soon

Kind regards, Olaf

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Dear olafmueller3333

May we ask, why you did not make withdrawal requests via bank transfer?


Regards

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Dear olafmueller3333,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

olafmueller3333 has 0d 9h 20m 4s to reply

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