The player from Germany had requested withdrawals of €900 on May 15 and 16, which were marked as successful, but the funds had not arrived in her account after a month. Despite having provided the requested bank statements and followed up multiple times, she continued to receive vague responses from the casino about her payout status. The issue was resolved when the casino credited her money back to her account, and she confirmed that some of the funds had already arrived in her bank account. The complaint was marked as resolved by the Complaints Team.
Vulkan Vegas Casino - Player's withdrawal has been delayed for over a month.
Amount: €1,800
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
yesterday
Public
Public
2 weeks ago
Translation
Hello,
I made withdrawals of €900 each on May 15 and 16. Within 24 hours, the casino overview showed the withdrawal as successful. I then waited a bit longer, but nothing arrived in my account.
I asked the casino. They were supposed to check with my bank using reference numbers and send me the answer. I did this on June 4th, but I was told it would be taken care of. Since nothing happened for a week, I asked again on June 10th. Now I'm supposed to send bank statements from May 10th to June 10th. I did that. Since then, they've just kept telling me to be patient, it's being processed. I'm hoping for help, or will I never get my money? Otherwise, I'd always get it within 4 hours to a maximum of 3 days.
Thank you
Automatic translation:
Public
Head of Complaint Resolution Center
Public
2 weeks ago
Dear monikana,
Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’re facing with your withdrawals.
To better understand and help you, could you please clarify a few points for us:
- Have you received any written confirmation from the casino stating that both withdrawals were fully processed and sent to your bank account?
- Did you check with your bank directly if there are any pending or incoming transactions matching these amounts?
- Which payment method did you use for these withdrawals (e.g., bank transfer, credit card, e-wallet)?
- Have you ever used this exact payment method with this casino before, and did you have any similar issues in the past?
- If possible, could you forward any relevant emails or screenshots of your conversations with the casino to [email protected]?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
2 weeks ago
Translation
Hello,
many thanks for the quick response.
I've already made several withdrawals via bank account. It's always been quick.
I sent you the chat history with the casino and the bank's response by email.
Best regards
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 week ago
Thank you very much, monikana, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear monikana,
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 Vulkan Vegas 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.
Public
Casino representative
Public
1 week ago
Dear monikana
Sorry you faced issues with the withdrawals.
Can you please provide the disputed transaction IDs?
Regards
Public
Public
1 week ago
Translation
Hello,
The following numbers were given to me by Vulkan Vegas.
15.5. GP 707203751082
16.5. GP 278903770525
As mentioned in the casino's payment history, it was recorded as a successful withdrawal but did not arrive in the account.
I sent all the documents. I received statements and a response from the bank. Since then, I've only been getting the response that it's being processed.
Many thanks and kind regards
Automatic translation:
Public
Casino representative
Public
1 week ago
Dear monikana
Can you please provide the IDs, simply copying them from the transaction history of your profile?
Thank you!
Regards
Public
Casino representative
Public
4 days ago
Dear monikana
Just a quick update - we are still expecting the feedback from the payment provider, hope to receive the info this week.
Regards
Public
Public
yesterday
Translation
Hello,
Yesterday, my money was credited back to my casino account. As usual, I had some of it paid out to my bank account. Some of it has even already arrived.
Thank you very much for the great help.
Best regards, Moni
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
yesterday
Dear monikana,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
www.kpvfaw.com
