Vulkan.bet Casino - 選手の退会が遅れました。

Good day,

I haven't received any payouts from the casino for 3 weeks. It is now around €8,270:

• €1,700 "pending"
• €6,570 "in progress"

My account is fully verified and I have had successful withdrawals in the past.

When you ask support, you get the information that the payout period depends on the payment system for payments that are "in progress". Now, 21 days have passed since a specific payment was made.

I ask for support.

Guten Tag,

seit 3 Wochen erhalte ich vom Casino keine Auszahlungen mehr. Mittlerweile handelt es sich um 8.270€:

• 1.700€ "ausstehend"
• 6.570€ "in Bearbeitung"

Mein Konto ist vollständig verifiziert und in der Vergangenheit konnte ich erfolgreich Auszahlungen tätigen.

Auf Nachfrage beim Support erhalte bei Auszahlungen, welche "in Bearbeitung" sind die Information, dass die Auszahlungsdauer vom Zahlungssystem abhängt. Nun sind es bei einer konkreten Auszahlung bereits 21 Tage vergangen.

Ich bitte um Unterstützung.

Dear ShakhtarD,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. 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

In the meantime I've gambled away everything that isn't already "in progress".

However, there is still €6,970 "in progress", some of the withdrawals for over three weeks.

There seems to be a problem with the payment provider but the casino doesn't care.

Answer from yesterday:

Dear Players,

We provide service in English at the moment. Sorry for the inconvenience.

Yes, we see that the funds have not yet been received from the intermediary to your account. You need to wait for the transactions to be finalized, or we can cancel withdrawal requests and create new ones for another alternative payment method. We cannot speed up this process, the money from the casino has already gone to the intermediary.

Best regards

Monica

VulkanBet Quality Control Department

In case of any additional questions, you can always send us email or contact us via online chat

Mittlerweile habe ich alles verspielt, was nicht bereits "in Bearbeitung" ist.

Es befinden sich jedoch immer noch 6.970€ "in Bearbeitung", einige der Auszahlungen seit über drei Wochen.

Es scheint ein Problem mit dem Zahlungsanbieter zu geben aber das Casino kümmert sich nicht darum.

Antwort von gestern:

Dear Player,

We provide service in English at the moment. Sorry for the inconvenience.

Yes, we see that the funds have not yet been received from the intermediary to your account. You need to wait for the transactions to be finalized, or we can cancel withdrawal requests and create new ones for another alternative payment method. We cannot speed up this process, the money from the casino has already gone to the intermediary.

Best Regards

Monika

VulkanBet Quality Control Department

In case of any additional questions, you can always send us email or contact us via online chat

Thank you very much, ShakhtarD, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I adjusted the disputed amount from €8,270 to €6,970.

Hello, ShakhtarD!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello dear ShakhtarD and CasinoGuru team!

Thanks for waiting

Unfortunately withdrawal requests that are disputed in this case still were not processed by the intermediary due to issues on it's side. We do apologize for such an inconvenience. We are doing everything possible from our side to push the process and kindly ask you to wait for transactions to be credited to your account. Recently we've got an info from intermediary that they are close to completing the issue resolution process. So we hope it will be finished soon. You can also ask to cancel these requests to create new ones to another payment methods, but right now we recommend you to wait a little bit.

Thank you!

ShakhtarD, please, let us know as soon as you will receive your funds!

Dear ShakhtarD,

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.

A large part of the outstanding payments (€2,800) have now been finally processed and the money has reached me.

Because of this, I assume that the rest will also reach me in the near future.

I consider the complaint as resolved for the time being.

Ein großer Teil der ausstehenden Auszahlungen (2.800€) wurde nun final bearbeitet und das Geld ist bei mir angekommen.

Aufgrund dessen gehe ich davon aus, dass der Rest in naher Zukunft ebenso bei mir ankommt.

Ich betrachte die Beschwerde hiermit vorerst als gelöst.

Dear ShakhtarD,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team