The player's withdrawals have been rejected for unknown reason. The complaint was resolved as the player could successfuly withdraw her winnings.
Vulkan Vegas Casino - The player's withdrawals have been rejected.
Amount: €570
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
3 years ago
Public
Public
3 years ago
Translation
Hi there,
I made a deposit at the mentioned casino and claimed the welcome bonus. This was then implemented and shown in my account as real money. I then wanted to make a withdrawal of €600.09 and uploaded all the necessary documents for verification.
My payout was rejected after a few days and the money was credited back to my account. In my account, I was then shown that the bonus had not been fully implemented and that around €27 still had to be wagered. I then wagered €30 and requested a new payout of €570.09. This payment was rejected again, I did not receive a reason. I then ordered 2 payouts again (€300 and €270). These were also rejected again.
I tried to reach the casino several times via chat but never got a response. Unfortunately, I have not received any response to several e-mails to date.
Unfortunately, I'm a bit at a loss as to how to proceed here.
Many greetings
Automatic translation:
Public
Public
3 years ago
Hello Bianca,
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.
Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? When was the last time the casino responded and what was it?
Please forward any relevant proof or communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Public
Public
3 years ago
Translation
Hello Nick,
I have already tried several times to make a payment (02/24/2022, 03/05/2022, 03/11/2022). Unfortunately, these were always rejected.
I had my account verified before the first withdrawal request, I uploaded the documents on around February 16th, 2022.
The casino has not yet responded to any email I have written.
I have sent you all the evidence to the appropriate email address for your information.
Many greetings,
Bianca
Automatic translation:
Public
Public
3 years ago
Dear Bianca
Sorry to hear you are facing issues with withdrawal to your bank cards.
It looks like your bank is declining the payments. We've approved another one, in case of a fail - please make a withdrawal request via bank transfer.
Thank you!
Best regards
Public
Public
3 years ago
Translation
Hi there,
Unfortunately, I had already made another withdrawal request via Visa before I received this message. Is it possible to cancel this in turn so that I can initiate a new withdrawal request via bank transfer?
Many greetings,
Bianca
Automatic translation:
Public
Public
3 years ago
Dear Bianca
The request should be cancelled today. Without hesitation, please create a withdrawal request via bank transfer as soon as the money get back onto your balance.
Thank you for understanding.
Best regards,
Alexander
Public
Public
3 years ago
Dear Bianca,
Please let us know as soon as you will request a new withdrawal or keep us informed about any changes/updates regarding the case.
