The player from Germany had experienced difficulty withdrawing her winnings of €4000. The bank transfer withdrawal had been declined, and subsequent attempts via Astropay and Mifinity had been met with delays, a cancelled transaction, and an account blockage. After a series of communications with the casino and the complaints team, the issue was successfully resolved and the player received her remaining winnings.
Vulkan Vegas Casino - Player's withdrawal of winning was delayed.
Amount: €4,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
It all started with a win of €4000. I requested a withdrawal via bank transfer in early August, which was simply declined after 7-10 days. The next available withdrawal method, Astropay, immediately started by splitting the €4000 into €165 + a residual sum of €40, a part of it was declined last week and the rest was cancelled at my request; in the meantime, my account was blocked, preventing me from checking the withdrawal status. Next, I tried a test withdrawal of €40 with Mifinity, which went incredibly quickly and had even been completed by Saturday afternoon. On Wednesday or Thursday, I requested another withdrawal via Mifinity only to be informed that there were delays. I wasn't able to cancel the two pending transfers of €165 each intended for Astropay, and to this day, the total of €330 hasn't arrived at Astropay. The casino also violates its own terms and conditions, which state: withdrawals must be requested through the same method used for deposits. This is not the case for me, as I have exclusively deposited only through my Paysafecard or credit card, neither of which were available for withdrawal from the beginning! In order to use the withdrawal methods prescribed to me, I had to go through the extra hassle of verifying Astropay and Mifinity!
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7 months ago
Dear Oernie007,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked?
What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
Did you achieve your current balance with or without an active bonus?
When exactly have you requested the withdrawals of 330€, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Translation
Hello Thomas,
I can't say the exact date since when I was a player there. However, today or tomorrow I will have the opportunity to log into my account again because part of the payout was rejected again and now I have to get access to my account in order to be able to submit a new payout request. By the way, this takes another 2 days; they wanted to unlock me the day before yesterday. I wasn't told anything about the account being blocked, no email, nothing! Only when I wanted to log in and couldn't, the live chat informed me of the blocking and the reason for it.
I mainly played slots, actually just slots. I made the win with an active bonus, but it had been implemented a long time ago, which I also found out in a mini pop-up speech bubble during the game, congratulations, you have successfully implemented your bonus, or something like that.
I don't really understand the €330 question, I requested all winnings to be paid out at the same time, the split came about through them, not me.
Kind regards, Rebecca
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7 months ago
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This is the current state of affairs, I could really freak out, how can it be that €465 is paid out successfully and 3x €1000 are not?? Same payment system, same e-wallet and nothing happens except that I've been being told lies for over a month now
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7 months ago
Are your withdrawal requests via Astropay still not processed? Do I understand correctly you regained access to your casino account?
Please understand we intervene only in cases where a withdrawal is delayed by 14 days or more.
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 a wide range of reasons such as an unfinished KYC verification or a high volume of withdrawal requests.
Please let me know if there are any updates regarding your withdrawal.
I'll await your reply.
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7 months ago
Translation
I was only given access for one day, because the payment to Astropay was declined, I had to get access to submit the withdrawal request again. Regardless, the whole thing has been going on since August 12th. I was obviously lied to about the 3x 1000€! They told me it was up to the payment provider, but they told me via email today: (see original photo)
Dear Rebecca Lublow, Thank you for contacting us. After checking your account, we have not yet received these payments of 3 x €1,000. Please contact the casino again as we have not yet received these payments from them. However, please note that the screenshot you provided shows that the funds are still "processing" on the casino's side, which is why we have not received these payments yet, as the casino is still processing these payments on its side. Please let us know if you need further assistance. 
I then contacted Vulkan Vegas online support again and received the following information:
I can only confirm whether a transaction has actually been recorded as "successful" once I have received the payment.
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7 months ago
Thank you very much, Oernie007, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hi Oernie007,
I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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