The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Opened
Current status
Waiting for player to reply
5d 23h 34m 21s
Case summary
yesterday
Public
Visitor
Public
3 weeks ago
Translation
I made a withdrawal on June 9th and received confirmation that it had been paid out via email three days later. It hasn't arrived yet. They sent a message to my bank, called them, and nothing was wrong with the casino. Now they say I have to wait five days for an email, and so far, nothing.
I beg you to help me
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear nacnoizekiller,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Visitor
Public
3 weeks ago
Translation
So my account has been verified for a long time and payment should be via email, I attached it to the attachment
Be paid off
Are now almost 14 days over
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear nacnoizekiller,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Visitor
Public
2 weeks ago
Translation
According to them, I still have to wait for the bank statement via email. They keep putting me off, waiting for new results, blablabla.
Automatic translation:
Public
Casino representative
Public
1 week ago
Greetings,
The transaction was declined, and the money was returned onto player's balance.
Kind regards
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Vulkan Vegas Casino, thank you for the update and clarification.
Dear nacnoizekiller, as the casino has informed us that the transaction was declined and the funds were returned to your player balance, could you please confirm whether you have already requested a new withdrawal? If so, have you received the payment?
Public
Casino Analyst & Complaint Specialist
Public
yesterday
Dear nacnoizekiller,
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.
nacnoizekiller has 5d 23h 34m 21s to reply
