Hi, I currently have a little over €4000 in real money, free of a bonus, on my player account at Vulkan Vegas!!! Paysafe was a withdrawal method, I successfully transferred €600 to my Paysafe account! And then the Paysafe withdrawal method suddenly disappeared??? Apparently Paysave had problems and that was the reason why this withdrawal method no longer appears there???? Please help, many thanks! Regards, Olaf M.

Hi ich habe aktuell ein bisschen mehr als 4000€ Echtgeld,frei von einem Bonus,bei Vulkan Vegas auf meinem Spielerkonto!!!Paysafe war eine Auszahlungs Methode,habe erfolgreich 600€ auf mein Paysafe Konto überweisen lassen!Und dann verschwand die Auszahlungs Methode Paysafe auf einmal??? Angeblich h?tte paysave Probleme und das sei der Grund warum diese Auszahlungs Methode nicht mehr dort Erscheint???? Bitte um Hilfe, vielen Dank! LG Olaf M.

Dear olafmueller3333,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vulkan Vegas Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Could you kindly confirm if you passed the full KYC verification?

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

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi yes I am fully verified and yes I have been offered alternative withdrawal options

Hi ja bin vollst?ndig verifiziert und ja man hat mir alternative Auszahlungs M?glichkeiten angeboten

Thank you for your reply. Have you attempted to withdraw your winnings using one of the alternative methods suggested by the casino?

Please note that you may need to make a small deposit to verify the payment method before your withdrawal can be processed successfully. This step is a standard procedure used by many casinos to ensure the validity of the payment method.

Let me know if you encounter any issues while trying the alternative options, and I will do my best to assist you further.

Hi, I have a withdrawal on hold via Jetonbank, further withdrawals were rejected again!!? To be honest, they are playing for time, please help quickly, many thanks in advance! Best wishes Olaf

Hi habe eine Auszahlung gerade in der Warteschleife über Jetonbank, weitere Auszahlungen wurden wieder abgelehnt!!? Ganz ehrlich,die Spielen doch auf Zeit,bitte um schnelle Hilfe, vielen Dank im Voraus! LG Olaf

Have you received your payment via Jeton yet? Please send me the screenshot of your withdrawal history showing the current pending withdrawals.

Hi no, I have not received the payment via Jetonbank or My Finity

Hi nein habe weder die Zahlung über Jetonbank,noch über My Finity erhalten

Hi, I'm really asking you to help me, they've cancelled all withdrawals and all the money is back in the casino account!!! They're trying to rip me off, please please help me so I can get my money, please reply quickly! Best wishes, Olaf M.

Hi so ich bitte euch mir wirklich zu helfen,die haben alle Auszahlungen storniert und das gesamte Geld ist wieder auf dem Casinokonto!!!Die wollen mich verarschen, bitte bitte helft mir das ich mein Geld bekomme,bitte um schnelle Antwort! Liebe Grü?e Olaf M.

Here is my current account in the casino

Hier mein aktueller Konto stand im Casino

So it’s about more money than before

Es geht also um mehr Geld als zuvor

Hi here is my current account in the casino

Hi hier mein aktueller Konto stand im Casino

Dear olafmueller3333

As per the moment being, you do not have any active withdrawal requests.

We do recommend using bank transfer for such amount.

Kind regards

Yes, but I submitted withdrawal requests that were then cancelled! Can you help me now or not?

Ja aber ich habe doch Auszahlungsantr?ge gestellt,die dann wieder storniert wurden! K?nnt ihr mir nun helfen oder nicht?

Hi here are my new withdrawal requests

Hi hier meine neuen Auszahlungsantr?ge

Dear olafmueller3333

The withdrawals will be approved according to T&Cs.

Wish you only listened to our advice re withdrawal of such amounts via bank transfer.

Regards

Hi okay, thank you very much for that, I am really grateful to you!!! Kind regards, Olaf M. ??

Hi okay vielen Dank dafür,ich bin euch wirklich sehr dankbar!!! Liebe Grü?e Olaf M. ??

Hi, all payments have been rejected again, I feel completely ripped off!!! Should I get a lawyer and sue or can you help me? Regards, Olaf M.

Hi so es wurden wieder alle Auszahlungen abgelehnt,ich fühle mich komplett verarscht!!!Soll ich mir einen Anwalt nehmen und klagen oder k?nnt ihr mir helfen? Gru? Olaf M.

Dear olafmueller3333

Have you used the payout method before (for the deposit)?

We have also recommended using the bank transfer for such amount, have you listened to our recommendations?

Thank you!

Hi yes I have just got a new account, I will try it and get back to you

Hi ja ich habe erst jetzt wieder ein neues Konto,werde es versuchen,und mich nochmal melden

Dear Vulkan Vegas Casino representative,

Thank you very much for getting in touch with us and guiding the player.

Dear olafmueller3333,

Are there any new developments regarding your most recent withdrawal request?

No everything was rejected

Nein alles wurde abgelehnt

Thank you very much, olafmueller3333, for providing all the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear olafmueller3333

Is there any reason you are not making withdrawal request via bank transfer?

The withdrawals to the payout method that was not used is not possible.

Regards

Greetings all.

My name is Romi, and I will be providing assistance with this case.

Thank you, Vulkan Vegas Casino, for your cooperation.

Dear olafmueller3333, could you do as the casino representative advised and withdraw your winnings via bank transfer, please?

Respectfully,

Romi

Hi Romi, I'm glad, I just changed banks, so a bank transfer was out of the question at the moment!!! But since I can now verify Jetonbank, nothing should stand in the way of a withdrawal, I have also made a deposit via Jeton, so according to the casino's statutes, nothing stands in the way!!! Withdrawals totaling €12,500 have been requested, now I'll have to wait up to 14 days for the money to arrive!!! I'd be happy to get in touch again if there are any problems, all the data and documents requested have been verified on my part and what if there is anything else? We'll see, I won't believe it until it has been posted anyway! Regards, Olaf Müller ??

Hi Romi freut mich,ich habe erst die Bank gewechselt, daher kam zurzeit eine Banküberweisung nicht in Frage!!!Da ich aber Jetonbank jetzt verifizieren k?nnte, sollte einer Auszahlung ja nichts mehr im Wege stehen,eine Einzahlung über Jeton habe ich auch geleistet, sodass laut den Statuten des Casinos nichts mehr im Wege steht!!! Auszahlung von insgesamt 12500€ sind beantragt, jetzt muss ich wohl bis zu 14 Tage warten bis das Geld da ist!!! Ich würde mich sehr gerne nochmal melden,falls es Probleme geben sollte,von meiner Seite sind alle geforderten Daten, Dokumente verifiziert und wenn es jetzt noch was geben sollte?Wir werden sehen,glauben tue ich es eh erst wenn es dann verbucht ist! LG Olaf Müller ??

Dear olafmueller3333,

We'll wait for your confirmation of the withdrawal then.

Respectfully,

Romi

Thank you very much and see you soon

Kind regards, Olaf

Super vielen Dank und bis dann

Lieben Gru? Olaf

Dear olafmueller3333

May we ask, why you did not make withdrawal requests via bank transfer?

Regards

Dear olafmueller3333,

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.

Hello.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best regards,

Romi