Vulkan Vegas Casino - プレイヤーの引き出しが遅れています。

Hello, on 29th August, I was quite lucky and was able to make several withdrawals (6 in total, to be exact).

The first two were processed, and it says they were successful, but they never arrived in my account.

Transaction IDs: 2ee8342d-0741-4658-bdbc-764e782a89ad

c37a3aab-9865-4bfa-931f-16b38948af6f

The withdrawals made after that were visible in my account on the same day.

In chat, I am always told it is being checked and to wait.

Three days ago, I thought I should try again and give them another chance. I made a small withdrawal, but it has not arrived yet, even though it was transferred two days ago.

Hallo, am 29.8. hatte ich ziemlich viel Glück und konnte mehrere Auszahlungen machen. (6stück um genau zu sein)

die ersten zwei, wurden zwar bearbeitet und es steht auch erfolgt da, aber es kam nie bei mir an

2ee8342d-0741-4658-bdbc-764e782a89ad

c37a3aab-9865-4bfa-931f-16b38948af6f

die Auszahlungen danach, waren noch am selben Tag auf meinem Konto zu sehen.

im Chat wird mir immer nur gesagt das es geprüft wird und ich abwarten soll.

vor drei Tagen hab ich mir gedacht jetzt probierst es nochmal und gibst ihnen noch eine Chance, eine kleine Auszahlung getätigt und bisher ist es noch nicht da, obwohl es vor zwei Tagen überwiesen wurde.

Dear sitzmoo,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you received any winnings from Vulkan Vegas Casino before or after the issue with these two withdrawals appeared? Were your subsequent withdrawal requests processed and paid out?

Could you please specify what payment method you chose for the two withdrawal requests in question?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino about the status of these payments?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

the previous payouts went without problems, then came the two situations, the 4 payouts on the same day also arrived on the same day.

I played again a few days ago and this payout is also stuck somewhere. But maybe it will come.

I played without a bonus

Payment was made via bank transfer

I didn't change banks or anything. Everything stayed the same

Greetings Sascha

Hallo,

die vorherigen Auszahlungen gingen ohne Probleme, dann kamen die zwei Situationen, die 4 Auszahlungen am selben Tag, kamen auch am selben Tag an.

hab dann erst wieder vor ein paar Tagen gespielt und diese Auszahlung hängt auch irgendwo fest. Aber vielleicht kommt die ja noch.

gespielt habe ich ohne einen Bonus

Auszahlung lief über banktransfer

hab auch kein Wechsel der Bank oder so gehabt. Alles ist beim alten geblieben

Gruß Sascha

Quick update, the 100 from Wednesday didn't come. So we are at 500€ spread over 3 payouts

ps I am male (above is the female form)

Kurzes Update, die 100 vom Mittwoch sind nicht mehr gekommen. Wir sind also bei 500€ verteilt auf 3 Auszahlungen

p.s. Ich bin männlich (oben steht bei euch die weibliche Form)

Please send me the bank statement starting from 29 August until today at veronika.l@casino.guru. Also, kindly send me all the communication between you and the casino regarding the payments you have not yet received. Thank you for your cooperation.

Good morning, I have sent the email. Unfortunately, the communication before September 6th has already been overwritten and is no longer visible in the chat history

Best regards

sascha

Guten Morgen, ich habe die Mail geschickt. Die Kommunikation vorm 6.9. wurde leider schon überschrieben und ist nicht mehr im Chat Verlauf zu sehen

Mit freundlichen Grüßen

sascha

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

Thank you

vielen dank

Hi sitzmoo,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Vulkan Vegas Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Also, could you please specify the status of the withdrawal requests? What causes the delay?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

Thank you very much 👍🏻

Vielen Dank 👍🏻

Dear sitzmoo

Sorry to hear about your issue.

Can you please let us know if the issue was yet resolved.

If not, please kindly specify the disputed IDs of the transactions, hence the previously specified ones to not sum up in 500 EUR.

Regards

26ee9d22-0bcd-4e08-b56d-84626c265ecf

c37a3aab-9865-4bfa-931f-16b38948af6f

2ee8342d-0741-4658-bdbc-764e782a89ad

26ee9d22-0bcd-4e08-b56d-84626c265ecf

c37a3aab-9865-4bfa-931f-16b38948af6f

2ee8342d-0741-4658-bdbc-764e782a89ad

Let us know when you have any updates about the provided transactions, Vulkan Vegas Casino.

Greetings, Natalia

We are pushing the external PSP for investigation, since all of these transactions are marked as successful within the casino back-office.

Regards

Thank you, Vulkan Vegas Casino. Please, keep us updated about the investigation.

Hello all

We've been able to identify the issue with 2 out 3 transactions.

The money was credited onto player's account (400 eur).

Player may withdraw/use the money.

The remaining 100 eur is still under investigation.

Sorry for the inconvenience caused.

Regards

Thank you for the updates, Vulkan Vegas Casino.

Dear sitzmoo, can you please confirm if 400 EUR was returned to your balance? Can you submit a new withdrawal request?

I can confirm the 400, I've already paid out and it's already been processed. Now it just needs to arrive in my account. I'll report back 👍🏻

die 400 kann ich bestätigen, hab ich auch schon auszahlen lassen und es wurde auch schon bearbeitet. Müsste jetzt nur noch an meinem Konto ankommen. Ich werde berichten 👍🏻

The 400 have just arrived in the account

Die 400 sind soeben am Konto angekommen

Thank you, sitzmoo, I'm happy to hear about it.

Dear Vulkan Vegas Casino, please, let us know when you have checked what happened to the remaining 100€.

Dear Natalia

We are pushing the PSP to speed up the investigation.

Sorry for the long wait.

Regards

Dear Vulkan Vegas Casino, do you have any updates from the payment service provider?

Hello sitzmoo, Natalia

We are still waiting for the PSP re the remaining 100 eur.

We will update this week for sure.

Thank you for your patience.

Regards

Dear Vulkan Vegas, It's been a few weeks in total. I hope you have identified the problem with the last transaction. Please let us know.

Hello Natalia

We are happy to inform, that the transaction was identified. The player should expect the return of 100EUR onto their balance within 48 hours.

Kind regards

Thank you for the update, Vulkan Vegas Casino.

Dear sitzmoo, we hope that the funds will be returned to your casino balance very soon. Please let us know as soon as you submit a new withdrawal request and keep us updated on any further developments.

Hello

There's nothing there yet. I'm still thinking about whether I should cash it out or play. 🙈

hallo

bisher ist noch nichts da. Ich bin noch am überlegen ob ich es auszahlen lasse oder ob ich dann spiele. 🙈

Hello Natalia, hello Vulkan Vegas

the last 100€ have just been credited again.

Thank you

Hallo Natalia, hallo Vulkan vegas

die letzten 100€ wurden soeben wieder gutgeschrieben.

vielen Dank

Dear sitzmoo,

I'm glad to hear that your issue has finally been resolved. Whether you decide to continue playing or withdraw your money, I truly hope everything goes smoothly this time. We’ll go ahead and mark your complaint as 'resolved' in our system, and we appreciate your cooperation. If you ever run into any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to help you!

As you know, we do not charge for our services or accept 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/casino.guru). 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, 

Natalia 

Casino.Guru