FS Casino - A retirada do jogador está sendo adiada.

The casino isn't paying out the winnings. I made a withdrawal on November 1st, and when I didn't receive the payment, I contacted the chat. They gave me a timeframe of 2 business days. After this period passed, I reached out to the chat again, and they advised it would take 5 business days. Once this period passed, I once again contacted the chat, and they asked me to be patient, stating that my payment would arrive soon. They no longer provided me with a timeframe, instead explaining that it's now in the hands of an external provider. They added that it no longer depends on them and that I should simply wait until the provider decides to pay me, as it's out of their hands now.

Casino no paga las ganancias, hice un retiro el dia 01 de noviembre, al ver que no recibia el pago hablé al chat, me dieron plazo de 2 dias habiles, pasando el plazo me comunico al chat y me dicen que son 5 dias habiles, pasó el plazo y me vuelvo a comunicar con el chat y me dicen que tenga paciencia que pronto llegará mi pago, no me dan mas plazos e indican que ahora depende de un proveedor externo, que no depende de ellos y que solo debo esperar hasta que al proveedor se le ocurra pagarme, que ya no depende de ellos

Hello wmaisterow,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello, I uploaded my documents for verification on October 22, although they have never informed me that it is already verified, nor have they informed me otherwise. I have previously made withdrawals without problem.

The profit is real money.

Yesterday I complained to customer service again about my withdrawal and the answer remains the same, that it depends on the external provider and that I just have to wait and be patient

Hola, subi mis documentos para verificacion el dia 22 de octubre, aun que nunca me han informado que ya se encuentra verificada, tampoco me han informado lo contrario. He realizado anteriormente retiros sin problema.

La ganancia es de dinero real.

Ayer volví a reclamar a servicio al cliente por mi retiro y la respuesta sigue siendo la misma, que depende del proveedor externo y que solo debo esperar y ser paciente

Hello wmaisterow thank you for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick 🥰

Gracias Nick 🥰

Hello wmaisterow,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vulkan.bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Vulkan.bet Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Good afternoon Casino Guru team and wmaisterow

This withdrawal was confirmed by our team on the 1st of November, but unfortunately, it got stuck on the payment provider's side. Recently, this payment was canceled, and the money was sent back to your profile. We deeply apologize for this inconvenience. 

Please make a withdrawal request once again. It will be confirmed as soon as possible, and we hope that there will be no technical issues with payment providers.

Best regards,

Vulkan.bet Casino team

Indeed, I just checked my casino account and I had the balance, I requested the withdrawal through Astropay.

Please do not close the complaint until payment notice is given 🙏

Efectivamente acabo de revisar mi cueta de casino y tenia el saldo, solicité el retiro por Astropay.

Favor no cerrar la queja hasta que de aviso de pago 🙏

UPDATE

I requested the withdrawal from astopay and it was almost immediate, I already have my payment, thanks Casino Guru 🥰

ACTUALIZACION

Solicité el retiro a astopay y fue casi inmediato, ya tengo mi pago, gracias casino Guru 🥰

Dear wmaisterow,

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,

Tomas