Vulkan Vegas Casino - Withdrawal of player's winnings has been delayed.

To Whom It May Concern,

I am writing to formally lodge a complaint regarding my recent experience with Vulkan Vegas, a gambling site where I have been a loyal customer for several years. My concerns stem from significant difficulties encountered while attempting to withdraw my winnings.

Recently, I won $15,000 CAD and initiated a withdrawal request. Despite having a fully verified account with Vulkan Vegas and a history of successfully withdrawing smaller amounts in the past, I encountered several issues:

Delayed Payment: Vulkan Vegas initially paid out only $5,500 CAD, which, as of today, has not yet been received in my account, despite assurances that it would arrive within 5 days.

Cancelled Withdrawal Requests: Following the partial payment, Vulkan Vegas unexpectedly cancelled my next two withdrawal requests, requesting additional documentation to prove my ability to afford gambling activities.

Extended Processing Time: Despite promptly providing all requested documentation, including bank statements, Vulkan Vegas informed me that it would take an additional 7 days to process these documents and restart the withdrawal process. This is in stark contrast to the swift deposit processes advertised by the site.

This delay tactic not only caused undue stress and frustration but also appeared designed to pressure customers into using their balances for further gambling, rather than promptly receiving their rightful winnings. Such practices are unfair and fail to uphold the standards of fair and responsible gambling that users expect.

I urge Vulkan Vegas to review their withdrawal procedures and prioritize fair treatment of customers. It is essential for gambling sites to uphold transparency and efficiency in both deposits and withdrawals to maintain trust and credibility among their users.

I hope that by bringing this issue to your attention, Vulkan Vegas can rectify these practices and ensure a more positive experience for all users going forward. I look forward to your prompt resolution of this matter.

Sincerely,

Paul

Dear djpaulhowarth,

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

Dear Complaints Resolution Center,

Thank you for your response. I understand that withdrawals can take some time to process. However, in my case, my account has already been fully verified, and the KYC verification process was completed well before I requested the withdrawal. Therefore, I find this delay unacceptable.

I kindly request that you escalate this matter with the casino and expedite the processing of my withdrawal, as the usual reasons for delays do not apply to my situation.

Thank you for your prompt attention to this matter.

Best regards, 

paul

Dear Complaints Resolution Center,

Thank you for your response. While I understand that withdrawals can take time to process, I need to bring attention to the concerning experience I've had with Vulkan Vegas, where I am a long-time user.

Recently, I won $15,000 CAD and encountered significant difficulties trying to withdraw my winnings. Despite having a fully verified account and a history of regular withdrawals of smaller amounts, Vulkan Vegas only paid out $5,500 CAD initially, which has still not hit my account despite their promise it would within 5 days. They then unexpectedly cancelled my next two withdrawal requests, citing the need for additional proof that I could afford to gamble.

I promptly provided all requested documentation, including bank statements. However, Vulkan Vegas informed me that it would take an additional 7 days to process my documents. This is contrary to the swift deposit processes they advertise. Furthermore, I now have to restart the withdrawal process after they decide I can afford to gamble.

These delays seem designed to pressure customers into gambling away their balances before receiving their rightful winnings. Such treatment is unjust and unacceptable from a gambling provider that should prioritize fair and prompt payment practices.

I kindly request that you escalate this matter with Vulkan Vegas and expedite the processing of my withdrawal. Thank you for your prompt attention to this issue.

Best regards, 

Paul

Dear djpaulhowarth,

Have you received your withdrawal from the casino yet?

I received 5500 and a 4500, there is still 19500 I'm waiting for..

they said they pay them out in the order they were received, but the other 19500 was the same time as the 4500 after the added delay of them canceling my original withdrwals.

so some of it year but still waiting for most of it 🙁

Dear djpaulhowarth,

Do you currently have any pending withdrawals or received some since your last post?

Please keep in mind that unless the withdrawals take less than 14 days, we can't assist further in the case as it is the recommended time frame for all withdrawals.

I have 19500 still pending for withdrawals, I had some notifications that 13000 is on the way but it had not hit my bank as of yet.

Since when exactly is it pending?

Dear djpaulhowarth,

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.

Hi they have paid 13000 waiting for another 6500 still. But I got notice this morning that it was canceled again.

this is a becoming a joke now.

Dear djpaulhowarth,

Please understand that the payments are not only the casino's responsibility as the technical issues may be on the payment provider side. As you already received one of the payment, try to request a new withdrawal maybe with a different method to prevent such errors.

Dear djpaulhowarth,

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.

It's all paid out now.

Dear djpaulhowarth, 

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Casino.Guru