The player from Austria had been unable to withdraw her winnings of 4,000 Euros from Vulkan Vegas since December 14, 2023, because her submitted documents were reportedly still being reviewed by the casino. The player had confirmed the completion of the verification process and had queried about the payout. The casino had confirmed that the payment was processed and received by the player on January 3, 2024. The player had confirmed receipt of her winnings, resolving the issue.
Vulkan Vegas Casino - Player's withdrawal of winnings is delayed.
Amount: €4,000
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
11 months ago
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11 months ago
Translation
Since December 14, 2023, I have been receiving information from Vulkan Vegas every week that my submitted documents have been accepted, but that they are being checked. This stalling tactic is obvious, I have won 4,000 euros, which I have had since December 14th. would like to have paid out. Nothing is ever checked when making deposits, but if you win something, obstacles are put in your way!
ID: 32080317 / Nadine J*****
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Dear NadineJ1978,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
The exam was completed yesterday. Previously, there was no explanation as to why the process was taking so long. When will the winnings be paid out?
Thanks!
Automatic translation:
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11 months ago
Dear NadineJ1978
According to our records, the money was received at 03.01.2024 17:00:15 (UTC)
Can you please confirm?
Regards
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11 months ago
Translation
yes, thank you very much 🙏🏼 for your help!
Automatic translation:
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, NadineJ1978, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
