The player from Germany had issues with withdrawing money from the casino, as two of his successful withdrawal transactions were not reflected in his account despite confirmation. He continued to receive vague responses from customer support, indicating that his withdrawals were being checked, and his recent withdrawal attempt also had not arrived. The Complaints Team intervened, contacting the casino for updates, and ultimately, the player confirmed that 400 EUR from one of the transactions was credited back to his account, followed by the remaining 100 EUR being returned as well. The issue was resolved, and the player was satisfied with the outcome.
Vulkan Vegas Casino - Player's withdrawals are delayed.
Amount: €500
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
1 month ago
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2 months 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.
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2 months 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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2 months 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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2 months ago
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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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2 months 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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2 months 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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2 months 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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2 months 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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2 months 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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2 months ago
Translation
26ee9d22-0bcd-4e08-b56d-84626c265ecf
c37a3aab-9865-4bfa-931f-16b38948af6f
2ee8342d-0741-4658-bdbc-764e782a89ad
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2 months ago
Let us know when you have any updates about the provided transactions, Vulkan Vegas Casino.
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2 months 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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2 months ago
Thank you, Vulkan Vegas Casino. Please, keep us updated about the investigation.
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2 months 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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2 months 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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2 months 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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2 months ago
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The 400 have just arrived in the account
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2 months 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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1 month ago
Dear Vulkan Vegas Casino, do you have any updates from the payment service provider?
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1 month 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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1 month 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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1 month 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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1 month 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.
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1 month ago
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Hello
There's nothing there yet. I'm still thinking about whether I should cash it out or play. 🙈
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1 month ago
Translation
Hello Natalia, hello Vulkan Vegas
the last 100€ have just been credited again.
Thank you
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1 month ago
Dear sitzmoo,
I'm glad to hear that your issue has finally been resolved. Whether you decide to continue playing or withdraw your money, I truly hope everything goes smoothly this time. We’ll go ahead and mark your complaint as 'resolved' in our system, and we appreciate your cooperation. If you ever run into any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to help you!
As you know, we do not charge for our services or accept gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
