About 3 weeks ago, I asked to withdraw a prize of about 700 Euros to my Neteller account. In the past, the amount always collected arrived the longest in a few days, in some cases even within a few hours, ie the withdrawals were always fast. This time the selection was split, with the first part of the selection arriving at my Neteller within a few days. However, the amount was missing 165 Euros. So I checked my Vulkan Vegas casino account and there was 165 Euros left in the repair history, which was marked as "pending". So I waited about 2 weeks and the payment was still not processed. So about a week ago, I contacted Live Chat support, who told me that I would let colleagues who work with finance know to expedite the withdrawal payment. However, almost another week has passed and the payment is still marked as "pending". I tried to find some email contact for the casino, but I didn't find any on the casino's website. Therefore, I am asking the Casino Guru if it would be possible to contact the casino and solve this selection problem.

Thank you and kind regards,

Miroslav

P?ed p?ibli?ně 3 tydny jsem po?ádal o vyběr vyhry p?ibli?ně 700 Euro na sv?j ú?et Neteller. V minulosti v?dy vybraná ?ástka dorazila během několika dní nejdéle, v některych p?ípadech i během několika hodin, tj. vyběry byly v?dy rychlé. Tentokrát byl vyběr rozdělen, p?i?em? první ?ást vyběru dorazila na m?j Neteller během několika dní. U ?ástky v?ak chybělo 165 Euro. Zkontroloval jsem tedy m?j ú?et kasina Vulkan Vegas a v historii vyběr? opravu zbyvalo 165 Euro, co? bylo ozna?eno jako "pending". ?ekal jsem tedy p?ibli?ně 2 tydny a platba stále nebyla zpracována. P?ed p?ibli?ně tydnem jsem se tedy spojil s podporou na Live Chat, která mi sdělila, ?e obeznámí kolegy, kte?í pracují s financemi, aby byla platba vyběru urychlena. Uplynul v?ak ji? témě? dal?í tyden a platba je stále ozna?ena jako "pending". Zkou?el jsem najít nějaky emailovy kontakt na kasíno, ale ?ádny jsem na webovych stránkách kasina nena?el. Proto se obracím na Kasino Guru, zda by bylo mo?né kontaktovat kasíno a tento problém s vyběrem vy?e?it.

Děkuji a s pozdravem,

Miroslav

Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your partial payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Mrs. Petronella,

thank you for answer. Yes, the payment is still pending without being processed. The payment is written "in progress". This usually takes 1-2 days, but this time the payment is in "progress" for more than 2 weeks (requested on March 13). It's an internal casino issue, it was confirmed to me via Live Chat, and I was promised a payment a week ago. However, it is still "in progress". KYC has been approved and I have successfully received several prizes from this casino in the past.

Regards,

Miroslav

Vá?ená paní Petronela,

děkuji za odpově?. Ano, platba stále ?eká, ani? by byla zpracována. U platby je napsáno "in progress". Toto obvykle trvá 1-2 dny, ale tentokrát je platba ve stavu "in progress" ji? více ne? 2 tydny (za?ádána byla 13. b?ezna). Je to vnit?ní problém kasína, bylo mi to potvrzeno p?es Live Chat, p?i?em? mi bylo ji? p?ed tydnem slíbeno, ?e platba bude brzy odeslána. Stále je v?ak "in progress". KYC byl schválen a v minulosti jsem z tohoto kasína úspě?ně obdr?el ji? několik vyher.

S pozdravem,

Miroslav

Thank you very much, Miroslav, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Miroslav,

From now on, I will assist you with this complaint as well. I would like to invite the representatives of Vulkan Vegas casino into the complaint in order to help us resolve this withdrawal issue.

Hello, mprovod

Sorry, you've faced issues.

Indeed, the transaction 98e9e0d2-1761-451c-a1f8-97b192c97e48 got "stuck" on the payment provider's side and was returned to your balance.

Please kindly make another withdrawal request.

Thank you for cooperation!

Best regards,

VulkanVegas

Good day,

thank you very much for a very quick reply. I applied for the selection again. As soon as the payment is credited to my Neteller account, I will confirm it here.

Thank you and kind regards,

Miroslav

Dobry den,

děkuji moc za velmi rychlou odpově?. O vyběr jsem za?ádal znovu. Jakmile bude platba p?ipsána na m?j ú?et poskytovatele Neteller, tak zde potvrdím.

Děkuji a s pozdravem,

Miroslav

Hello, mprovod

You should have received your winnings by now ??

Please kindly confirm.

Best regards

Good day,

I confirm that the win was credited to my Neteller?? Thank you very much Casino Vulkan Vegas for your very quick settlement and Casino Guru for your help.

Regards,

Miroslav

Dobry den,

potvrzuji, ?e vyhra byla p?ipsána na m?j Neteller?? Děkuji moc kasínu Vulkan Vegas za velmi rychlé vy?ízení a Kasino Guru za pomoc.

S pozdravem,

Miroslav

Awesome news, Miroslav! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.