The player from Germany had submitted three withdrawal requests totaling 950 euros, but after five working days, the status of these requests had not changed. Despite her account indicating that no verification was necessary, she had not received any requests for documentation, leaving her without her payouts. After multiple communications regarding the delay and confusion over canceled withdrawals, the issue was escalated to the Complaints Team, who intervened. The casino was contacted to resolve the matter, and ultimately, her winnings were processed, leading to the closure of her account as she had requested.
Vinyl Casino - Player’s withdrawals are delayed.
Amount: €950
Vinyl Casino
Safety Index:Above averageSafety Index
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7.6
Vinyl Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
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Hello, 8 days ago I created 3 withdrawal requests. It says skipping the account details. In the chat I was told that this can take up to 5 working days. Today is the fifth working day and I don't see any requests for documents for verification, nor has the status of the withdrawals changed. The first withdrawal on February 7th, 2025 was for 500 euros, another request for 250 euros on February 8th, 2025 and currently as of today, February 14th, 2025 I have also requested a withdrawal for 200 euros.
My account is not yet verified. It says in the account that no verification is necessary but the status of the payout is not changed and the chat does not help. I would like to receive my payout as soon as possible
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Complaint Specialist
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4 months ago
Dear Damaca,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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4 months ago
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Ok then I will wait 14 days but it still seems to be too long for a payout
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4 months ago
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The chat always says the same thing, today is 10 days, it's only about 800 euros and that's exactly the casino's tactic, I don't receive a request for verification, I sent the documents some time ago anyway by email for verification but my status doesn't change, verification of the account number has been pending for 10 days
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4 months ago
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Hello, two weeks have passed and no changes are visible. A week ago it was said in the chat that my payout now has a higher priority, but I don't see any of that. No documents are being requested and the status hasn't changed either. It has said "we're checking your account details" for 14 days. I can't understand why it's taking so long. It's taking up too much time. I want to receive my winnings of 800 euros.
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4 months ago
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It is unedited
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4 months ago
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I do not receive an email as specified
I am put off
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4 months ago
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Hello, I visited the chat and was asked to leave the chat, this is a joke, no one can tell me why the payout is not being paid out, it has now been more than 14 days and I am very annoyed, 700 euros have been requested for payout, first payout 7.2 25 of 500 euros
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I want to receive my winnings
The casino responds cheekily
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4 months ago
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For 10 days they have said that the finance department will take care of it, I want to receive my winnings and after that I will submit a request for closure, I rate the casino with 2 stars more, such problems annoy me
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4 months ago
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When will I receive my prize why are you no longer answering
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Complaint Specialist
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4 months ago
Thank you very much, Damaca, for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Damaca,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Vinyl Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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4 months ago
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There is currently 1 payout from February 7, 2025 for 500 euros.
I have been waiting for this money for more than 17 days without success
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4 months ago
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What if the casino doesn't contact me, will I not get my winnings?
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Casino representative
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4 months ago
Dear Damaca,
We would like to inform you that if you should decide to cancel a withdrawal in progress, the withdrawal process will start over with a future request.
We would kindly request that you remain patient as we endeavour to complete the withdrawal as a matter of urgency.
Thank you in advance.
Kind Regards,
Vinyl Casino Team
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4 months ago
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I did not cancel the payout on 7.2 25
I have cancelled the withdrawal of 8.2.25 the first never
I would like to receive my winnings of 500 euros as quickly as possible. The application has been pending since February 7, 2025 without the 500 euros being canceled. That is not true.
Since 7.2.25 when the application was made I have cancelled the second and third request never the first
Lg
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4 months ago
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currently since 7 2.25 checking the account details there has been no activity in the casino on my part for days and still unprocessed they claim I'm canceling it no that's not true just the 2nd and 3rd request never the first it's been 15 working days and more and still not checked that's strange and doesn't seem serious to me.
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4 months ago
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Hello, payment was cancelled without giving any reasons
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4 months ago
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Documents were sent by email for verification in the account it says no verification necessary after 2 weeks it will be canceled that's a joke
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4 months ago
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renewed withdrawal request due to cancellation by the casino without giving any reasons I want to receive my winnings I am not going to wait another 14 days until it is processed this does not work so well in other casinos, withdrawals are processed within a few days here it is already weeks I will definitely rate via trustpilot
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4 months ago
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A new request for withdrawal was made because the casino cancelled it without giving any reasons
4 days ago a new request was made without any change in the payment status
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Casino representative
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4 months ago
Dear Damaca,
We would like to kindly confirm that you keep submitting withdrawal requests and you are cancelling them before they are completed.
Please note that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last withdrawal processed. Please note that this time frame excludes Saturdays, Sundays and public holidays.
We would kindly request that you remain patient as we endeavour to complete the pending withdrawal as soon as possible.
Thank you in advance.
Kind Regards,
Vinyl Casino Team
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4 months ago
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That's not true, 500 euros were cancelled by you, 3 days have passed and then it is cancelled by your side and you say it was me, so I will think about playing with you in the future, especially because the first payouts were cancelled after 2 weeks, the new request was made because you cancelled
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4 months ago
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I wonder if I'm the only one with such problems, probably not after 15 days, first cancelling from your side, sus, and then claiming technical errors in the chat, they claim I'm cancelling it, no, look, the last time I played in your casino, it's been several days, the withdrawal of 500 euros was NEVER cancelled by me, these 500 euros were cancelled by you, I want it to be completed as quickly as possible
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4 months ago
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Hello, I want to deactivate my account at vinyl casino. I have confirmed my closure several times by email. My account is still activated. I was not satisfied and want to deactivate it.
Please deactivate my account at vinyl casino I want it to be closed
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Vinyl Casino,
could you please provide us with the screenshots of the withdrawal requests and could you please close the account of Damaca?
Dear Damaca,
please allow some time in processing your withdrawal, up to 14 days and we would suggest exercising the patience.
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4 months ago
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My money has been paid out and I want to deactivate the account
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Casino Analyst & Complaint Specialist
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4 months ago
Dear Damaca,
thank you for your response.
Dear Vinyl Casino,
could you please close the account for Damaca?
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Casino Analyst & Complaint Specialist
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
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Hello, currently my account at vinyl casino is under review and I can't access it, that's okay, thank you for your help
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Casino Analyst & Complaint Specialist
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3 months ago
Dear Damaca,
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/www.kpvfaw.com, 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,
Jana
www.kpvfaw.com
