HomeComplaintsVulkan Vegas Casino - Player's withdrawals are delayed.

Vulkan Vegas Casino - Player's withdrawals are delayed.

Amount: €500

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 04 Oct 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 5h 44m 26s

Case summary

17 hours ago

The player from Germany is having issues with withdrawing money from the casino, as two of his successful withdrawal transactions are not reflected in his account despite confirmation. He continues to receive vague responses from customer support, indicating that his withdrawals are being checked, and his recent withdrawal attempt also has not arrived.

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1 month ago
Translation

Hello, on 29th August, I was quite lucky and was able to make several withdrawals (6 in total, to be exact).

The first two were processed, and it says they were successful, but they never arrived in my account.

Transaction IDs: 2ee8342d-0741-4658-bdbc-764e782a89ad

c37a3aab-9865-4bfa-931f-16b38948af6f

The withdrawals made after that were visible in my account on the same day.

In chat, I am always told it is being checked and to wait.


Three days ago, I thought I should try again and give them another chance. I made a small withdrawal, but it has not arrived yet, even though it was transferred two days ago.

Automatic translation:
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1 month ago

Dear sitzmoo,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you received any winnings from Vulkan Vegas Casino before or after the issue with these two withdrawals appeared? Were your subsequent withdrawal requests processed and paid out?

Could you please specify what payment method you chose for the two withdrawal requests in question?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino about the status of these payments?

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

Best regards

Veronika

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1 month ago
Translation

Hello,

the previous payouts went without problems, then came the two situations, the 4 payouts on the same day also arrived on the same day.

I played again a few days ago and this payout is also stuck somewhere. But maybe it will come.


I played without a bonus

Payment was made via bank transfer

I didn't change banks or anything. Everything stayed the same

Greetings Sascha

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1 month ago
Translation

Quick update, the 100 from Wednesday didn't come. So we are at 500€ spread over 3 payouts

ps I am male (above is the female form)

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1 month ago

Please send me the bank statement starting from 29 August until today at veronika.l@casino.guru. Also, kindly send me all the communication between you and the casino regarding the payments you have not yet received. Thank you for your cooperation.

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1 month ago
Translation

Good morning, I have sent the email. Unfortunately, the communication before September 6th has already been overwritten and is no longer visible in the chat history

Best regards

sascha

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1 month ago

Thank you very much, sitzmoo, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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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1 month ago
Translation

Thank you

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1 month ago

Hi sitzmoo,

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 and 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 resolving the player's complaint. Could you please share more information regarding the case? Also, could you please specify the status of the withdrawal requests? What causes the delay?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

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1 month ago
Translation

Thank you very much 👍🏻

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4 weeks ago

Dear sitzmoo

Sorry to hear about your issue.

Can you please let us know if the issue was yet resolved.

If not, please kindly specify the disputed IDs of the transactions, hence the previously specified ones to not sum up in 500 EUR.


Regards

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4 weeks ago
Translation

26ee9d22-0bcd-4e08-b56d-84626c265ecf


c37a3aab-9865-4bfa-931f-16b38948af6f


2ee8342d-0741-4658-bdbc-764e782a89ad

Automatic translation:
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3 weeks ago

Let us know when you have any updates about the provided transactions, Vulkan Vegas Casino.

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3 weeks ago

Greetings, Natalia

We are pushing the external PSP for investigation, since all of these transactions are marked as successful within the casino back-office.


Regards

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3 weeks ago

Thank you, Vulkan Vegas Casino. Please, keep us updated about the investigation.

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3 weeks ago

Hello all

We've been able to identify the issue with 2 out 3 transactions.

The money was credited onto player's account (400 eur).

Player may withdraw/use the money.

The remaining 100 eur is still under investigation.


Sorry for the inconvenience caused.


Regards


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3 weeks ago

Thank you for the updates, Vulkan Vegas Casino.


Dear sitzmoo, can you please confirm if 400 EUR was returned to your balance? Can you submit a new withdrawal request?

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3 weeks ago
Translation

I can confirm the 400, I've already paid out and it's already been processed. Now it just needs to arrive in my account. I'll report back 👍🏻

Edited
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3 weeks ago
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The 400 have just arrived in the account

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3 weeks ago

Thank you, sitzmoo, I'm happy to hear about it.


Dear Vulkan Vegas Casino, please, let us know when you have checked what happened to the remaining 100€.

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2 weeks ago

Dear Natalia

We are pushing the PSP to speed up the investigation.

Sorry for the long wait.


Regards

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2 weeks ago

Dear Vulkan Vegas Casino, do you have any updates from the payment service provider?

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1 week ago

Hello sitzmoo, Natalia

We are still waiting for the PSP re the remaining 100 eur.

We will update this week for sure.


Thank you for your patience.


Regards

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2 days ago

Dear Vulkan Vegas, It's been a few weeks in total. I hope you have identified the problem with the last transaction. Please let us know.

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2 days ago

Hello Natalia

We are happy to inform, that the transaction was identified. The player should expect the return of 100EUR onto their balance within 48 hours.


Kind regards

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18 hours ago

Thank you for the update, Vulkan Vegas Casino.


Dear sitzmoo, we hope that the funds will be returned to your casino balance very soon. Please let us know as soon as you submit a new withdrawal request and keep us updated on any further developments.

Edited by a Casino Guru admin
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18 hours ago
Translation

Hello

There's nothing there yet. I'm still thinking about whether I should cash it out or play. 🙈

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Waiting for approval
Waiting for approval
7 hours ago
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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