The player from Greece has experienced significant delays with withdrawals, despite having successfully made requests. The casino cancels the requests repeatedly, and currently, there are two pending requests for 400 and 250 Euros. The issue has been resolved successfully.
Vulkan Vegas Casino - Delays in player's withdrawals.
Amount: €650
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Significant delay in withdrawals. I have requested withdrawals on 14/09/23 for 400 Euros and on 15/09/23 for 200 Euros, as well as a third withdrawal for 50 Euros. Despite continually reaching out to them and despite their reassurance that they will look into the delay, they still cancelled my requests the very same day. My requests have been cancelled more than four times and I keep resubmitting them. At this moment, sixteen days later, there are two requests pending for 400 and 250 Euros. I am feeling utterly frustrated and angry over this mockery.
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Head of Complaint Resolution Center
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1 year ago
Dear alex19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please advise if the were your first withdrawals in this casino?
- Have you accumulated your winnings with or without an active bonus?
- Was your account (including the payment method) successfully verified?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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
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1 year ago
Translation
Good Evening!
These are not my first withdrawals. Initially I had no problem and my withdrawals completed very quickly.
I didn't use any bonus. I made a deposit on both requests and the second withdrawal request was after exchanging points for money. Besides, if you use a bonus, you can't withdraw if you don't bet the amount the required times.
And yes my account is successfully verified
Thanks in advance
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1 year ago
Translation
I should also add that it is not a matter of patience as well as the time required to complete a withdrawal. The casino, while accepting my withdrawal requests, canceled them after a few days without any information. I've been playing at this casino for a few months and I know the times it took to complete a withdrawal.
Thank you for your time
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Head of Complaint Resolution Center
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1 year ago
Thank you very much, alex19, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([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.
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Complaint Specialist
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1 year ago
Hello there,
Thank you alex19 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Vulkan Vegas Casino for their help in resolving this complaint. We would like to know why are these withdrawals being canceled and what can we do to help the player withdraw their winnings.
Thank you!
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Casino representative
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1 year ago
Dear alex19
Sorry you've faced issues.
Looks like it's impossible to withdraw to the card specified.
The money was returned to your account balance.
Please kindly use a different card or an alternative payout method.
Kind regards
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1 year ago
Translation
Until now the card had no problem and suddenly it does. Ok so I will give another card and hope the withdrawals will be made. Thanks casino guru
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Complaint Specialist
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1 year ago
Dear alex19, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 year ago
Translation
My withdrawal is complete. Many thanks to casino guru and vulkan casino for the response
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Complaint Specialist
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1 year ago
Dear alex19,
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,
Peter
