Vulkan Vegas Casino - O pagamento do jogador foi atrasado.

Dear Casino Guru Team,

I am writing to you with the following complaint:

On June 9, 2025, I made a total of three withdrawals via bank transfer to Vulkan Vegas:

400 € (Transaction ID: 1b938626-3b3b-4b96-81a5-fbe6f2*****)

€500 (Transaction ID: 494a8c57-0867-4cdb-a362-1fb114*****)

500 € (Transaction ID: d7e933d1-d092-4660-bf73-ede301*****)

According to the casino, these were successfully paid out on June 9, 2025, at 11:11 a.m. Normally, the amounts are in my account within 1–2 business days at the latest. But today, June 17, 2025, not a single cent has arrived.

I've contacted support several times. Each time, I receive vague answers and are simply asked to be patient. Even my request for proof of payment or a reference number for my bank hasn't received a concrete response.

I also contacted my bank – there is no incoming or blocked transfer, neither in my name nor in the casino's name.

I'm a long-time, verified Vulkan Vegas customer and have never had any issues with withdrawals. This behavior is new to me and very disappointing.

I therefore ask for your support to finally achieve a transparent clarification.

Best regards

Denise

Sehr geehrtes Casino-Guru-Team,

ich wende mich mit folgender Beschwerde an Sie:

Ich habe am 09.06.2025 insgesamt drei Auszahlungen per Banküberweisung bei Vulkan Vegas veranlasst:

400 € (Transaktions-ID: 1b938626-3b3b-4b96-81a5-fbe6f2******)

500 € (Transaktions-ID: 494a8c57-0867-4cdb-a362-1fb114******)

500 € (Transaktions-ID: d7e933d1-d092-4660-bf73-ede301******)

Diese wurden laut Casino am 09.06.2025 um 11:11 Uhr erfolgreich ausgezahlt. Normalerweise sind die Beträge spätestens 1–2 Werktage später auf meinem Konto. Doch heute, am 17.062025, ist noch kein Cent angekommen.

Ich habe mich mehrmals an den Support gewandt. Jedes Mal erhalte ich vage Antworten und werde lediglich um Geduld gebeten. Auch auf meine Bitte, mir einen Zahlungsnachweis oder eine Referenznummer für meine Bank zukommen zu lassen, wurde bislang nicht konkret reagiert.

Ich habe auch meine Hausbank kontaktiert – dort liegt keine eingehende oder blockierte Überweisung vor, weder unter meinem Namen noch unter dem Namen des Casinos.

Ich bin langjährige, verifizierte Kundin bei Vulkan Vegas und hatte bisher nie Probleme mit Auszahlungen. Dieses Verhalten ist für mich neu und sehr enttäuschend.

Ich bitte Sie daher um Unterstützung, um endlich eine transparente Klärung zu erreichen.

Mit freundlichen Grüßen

Denise

Dear Denise85,

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.

Dear Denise85

The transactions got rejected and all the money was retuned onto your account.

Feel free to make a new withdrawal request.

Sorry for the inconveniences caused.

Kind regards

Dear Vulkan Vegas Casino, thank you for the information provided.

Dear Denise85, we would appreciate it if you could confirm once the funds have been received.

Hello. The money has been credited to my player account. I've requested another withdrawal. I hope it works now. What I couldn't understand is that I had to wager another €10 of my money to withdraw it. If it doesn't work again and I have to wager €10 again to withdraw the money, that would be a complete rip-off.

Hallo. Das Geld ist auf meinem Spielerkonto eingegangen. Ich habe es erneut auszahlen lassen. Ich hoffe das es jetzt klappt. Was ich nicht nachvollziehen konnte, dass ich erst von meinem Geld nochmal 10 Euro versetzen musste um es auszahlen zu lassen. Wenn es jetzt wieder nicht klappt und ich wieder erst 10 Euro umsetzen muss um das Geld auszahlen zu können, wäre das eine reine Abzocke.

Dear Denise85, kindly update us once you have received the money.

Money has just been credited to my account.

Thanks

Geld ist gerade meinem Konto gutgeschrieben worden.

Danke

Dear Denise85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika