The player from Berlin has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the issue was resolved.
Vulkan Vegas Casino - Withdrawal of player's winnings has been delayed.
Amount: €450
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
2 years ago
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2 years ago
Translation
I have on Sunday November 6th, 2022
Requested 450 euros to be paid out and still no money in the account. So far this has always worked within 2 working days.
The status has been processing for 4 days, although they advertise that less than 500 euros will be paid out within 2 days.
I deposit hundreds of Euros every month and am very disappointed that I have to wait 5 days without online help
or someone else provides reasonable information.
Automatic translation:
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2 years ago
Dear houseriderz,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Thank you, I've already been checked. I have often requested a payout and had it in my account within two working days at the latest. They also advertise on their site that amounts under €500 will be paid out within two days.
Edited
Automatic translation:
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2 years ago
Hello houseriderz
Can you please specify the disputed transaction IDs?
Since all the active pending withdrawals are being processed by the payment provider, which is quite normal for bank transfers to take up to 7-10 working days to get cleared. There are no active withdrawal requests that have not been approved by the Casino.
Kind regards
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2 years ago
Dear houseriderz,
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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2 years ago
Translation
After I complained here, I received the payout. Many Thanks
Automatic translation:
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2 years ago
Dear houseriderz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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,
Kristina,
Casino.Guru
