The player from Germany had not received his payouts despite being told they had been processed. He first requested a 500 Euro withdrawal on 25.4.24, and a second one of 400 Euros on 14.05.24. Both amounts had yet to appear in his account. The Complaints Team contacted the casino, which requested transaction IDs. Eventually, the player confirmed that the money was credited back to his account after a long delay. The complaint was marked as resolved.
Vulkan Vegas Casino - Player's withdrawals are delayed.
Amount: €900
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 weeks ago
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1 month ago
Translation
I requested a withdrawal of 500 Euros on 25.4.24. The processing was quick, but the money never arrived in my account. Whenever I inquired, I was always told that it had been paid. After turning in my bank statements, it's clear that the money never arrived. Apparently, it's been stuck in financial processing this whole time and nothing's happening. I keep getting told that I will be notified… 🤔
Now, I have again withdrawn 400 Euros on 14.05.24, and it seems like the exact same thing is happening again. I'm getting really frustrated and disappointed because I've never had any problems with withdrawals and everything used to arrive just fine. Thanks.
Automatic translation:
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1 month ago
Hello dennislo641983,
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 if your account is already verified and if yes, since when exactly? 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?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Good morning... I won the prize with real money and don't play with a bonus... I have daily contact and always ask... what the status is and am always told that I will be notified by email but nothing happens.... I have never had any problems and have been verified for a long time and there have never been any problems
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1 month ago
Translation
Good morning... did my message arrive now? Because it still says it is being processed? Regards, dennisb
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1 month ago
Hello dennislo641983 and thank you for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
Hi dennislo641983,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Vulkan Vegas Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if both the player's withdrawal requests have been already processed from your side or what's their status now?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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3 weeks ago
Translation
The money was finally credited back to my player account yesterday... This long wait is really not customer friendly... But I thank Casino Guru for the support 👌
Automatic translation:
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3 weeks ago
Dear dennislo641983, could you please specify if it means that you have received both of your withdrawal requests? Can we close your complaint as resolved?
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3 weeks ago
Dear dennislo641983,
Thank you for the confirmation, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Natalia
Casino.Guru
