The player from Germany faced issues with withdrawing money from the casino, as the claimed payouts of €4,000 and €5,000 had not appeared in their account despite being marked as processed. The bank confirmed that no transactions were received, and the casino delayed providing transaction confirmation, leading the player to believe that the casino was stalling. The complaint was rejected due to the player's lack of response to requests for further information, which prevented any investigation or resolution. The Complaints Team remained open to assisting the player in the future should communication resume.
Vulkan Vegas Casino - Player's withdrawals are delayed with no proof of payment.
Amount: €9,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
According to the casino, the payout had been processed, and the money should appear in my account within 36 hours. However, the money hasn't reached my account, and my bank confirmed that no transaction has been received. The casino claims they can't immediately provide me with the transaction confirmation and that it would take time. The fact is, the casino hasn't transferred the money. My bank processes transactions in real-time, and this has been executed by Vulkan Vegas before. However, they haven't processed the 4000 and 5000 Euro payouts this time, nor can they prove that they have paid the money. They are just stalling. It seems they don't want to pay ...
Automatic translation:
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2 months ago
Dear steinerdominik1982,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the payouts from Vulkan Vegas.
To better understand your situation and to assist you effectively, could you please clarify and provide more details about the issue? Specifically:
- Could you share the exact dates when the payouts of €4,000 and €5,000 were processed by the casino, according to their communication?
- Did the casino provide any confirmation or reference regarding the processed payments? If so, could you attach screenshots or emails of these confirmations?
- Can you confirm if there are any specific transaction IDs related to these payouts?
- Have you experienced similar delays with Vulkan Vegas before, or is this the first time this has happened?
If you have any relevant communication with the casino, such as emails, chat transcripts, or screenshots, please feel free to forward them to petronela.k@casino.guru. These will help us investigate the case further.
Your cooperation is extremely important in this matter.
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
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2 months ago
Dear steinerdominik1982,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
