Vulkan Vegas Casino - プレイヤーの撤退が遅れています。

Dear hottemanne,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

Which payment method to withdraw your winnings have you opted for? Was it the same payment method as previously?

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

many thanks for the answer. The waiting time of at least 14 days does not really open up to me when the casino publishes the following:

"According to rules 8.13. For players who have successfully completed the verification process, a withdrawal amount up to EUR 500 (or its currency equivalent) will be paid to the customer's account within 2 working days from the date of the request, except to Weekends and Holidays. "

The first 9 deposits were made via Giropay and bank transfer. The first two payouts came via bank transfer.

I then made the last 3 deposits via MiFinity, which should also be used for the payout that is at stake here.

After 12 deposits, I expect from a casino with this terrific rating on your part that I will at least get an answer to my email and that I am not treated like a complete idiot in the chat.

Many greetings

Hottemanne

Hallo Kristina,

vielen Dank für die Antwort. Die Wartezeit von mindestens 14 Tagen erschließt sich mir nicht wirklich, wenn das Casino folgendes publiziert:

"Laut der Regeln 8.13. Für die Spieler, die den Verifizierungsvorgang erfolgreich abgeschlossen haben, wird ein Auszahlungsbetrag bis zu 500 EUR (oder eine Entsprechung in Ihrer Währung) innerhalb von 2 Werkstagen ab dem Datum der Anfrage auf das Konto des Kunden gezahlt, außer an Wochenenden und Feiertagen."

Die ersten 9 Einzahlungen liefen über Giropay und Banktransfer. Die ersten beiden Auszahlungen kamen per Banktransfer.

Die letzten 3 Einzahlungen habe ich dann über MiFinity getätigt, worüber auch die Auszahlung, um die es hier geht, laufen soll.

Nach 12 Einzahlungen erwarte ich von einem Casino mit dieser grandiosen Bewertung eurerseits, dass ich zumindest eine Antwort auf meine Email bekommen und auch dass ich im Chat nicht wie ein Vollidiot behandelt werde.

Viele Grüße

Hottemanne

Dear all,

I'd like to explain the situation.

On 02.01.2022 04:18:15 (UTC) the withdrawal request via Mifinity Wallet was created.

On 02.01.2022 04:21:27 (UTC) the withdrawal request was approved by the Casino, which is super fast.

As per the moment being, the transaction is being processed by the Mifinity Wallet, and unfortunately we cannot influence them.

Dear hottemanne,

I may recommend you contacting support and requesting to cancel the withdrawal via Mifinity and use bank transfer instead. Or just wait for the final status of the transaction.

Hope this explains

Best regards

Dear representatives,

If it is so that the withdrawal request was approved within 3 minutes and MiFinity is now responsible for the problem, ask me why this not unimportant information was not communicated to me in the chat and also not on my request via email and the approval for me too is not visible in my account. Apart from that, there have never been any delays in the 50 or so payout transactions at MiFinity. Which doesn't rule out the fact that it just happened now.

Can the chat employee cancel my payment or do I have to do this via email and then request the same via bank transfer?

regards

Hottemanne

Liebe Vertreter,

wenn dem so ist, dass der Auszahlungsantrag binnen 3 Minuten genehmigt wurde und nun MiFinity für das Problem verantwortlich ist, frage mich, warum mir diese nicht unwichtige Information nicht im Chat und auch nicht auf meine Nachfrage via Email mitgeteilt wurde und die Genehmigung für mich auch nicht in meinem Account ersichtlich ist. Davon abgesehen gab es in den bisherigen um die 50 Auszahlungstransaktion bei MiFinity nie irgendwelche Verzögerungen. Was nicht ausschließt, dass es jetzt halt passiert ist.

Kann der Chat-Mitarbeiter meine Auszahlung stornieren oder muss ich das via Email machen um anschließend selbige per Banktransfer anzufordern?

Freundliche Grüße

Hottemanne

Dear hottemanne

I can you've contacted support.

Indeed, we are to wait for the final status of the transaction, there is no way to cancel it at the moment.

We do apologize on behalf of Mifinity for the delay, I've credited your account with 15 euro bonus, hope it soothes the waiting time.

Thank you for cooperation

Best regards,

Alexander

Dear Alexander,

thanks for the bonus, that's very kind. What exactly does it mean to wait for the status of the transaction?

There must be a solution to this problem sooner or later.

Many greetings

Hottemanne

Lieber Alexander,

vielen Dank für den Bonus, das ist sehr freundlich. Was genau bedeutet, den Status der Transaktion abwarten?

Es muss über lang oder kurz ja eine Lösung für dieses Problem geben.

Viele Grüße

Hottemanne

Hey, hottemanne

Yes, we've been told that the transaction is being processed by Mifinity, and we need to wait for the final status of the transaction (success or fail). Sure hope it will get resolved very soon on the payment provider's side.

Best regards

Hello everyone,

Thank you both for your cooperation on this case. Let's wait and see whether the transaction will be processed. Hopefully, we will find out the result soon, so we can proceed with this complaint accordingly.

Dear Vulkan Vegas Casino team, please, keep us updated and let us know when there is anything new regarding the status of the transaction. Thank you very much in advance.

Hello together,

that having the bonus as compensation was a nice gesture, but doesn't solve the problem. How long do we wait to see whether the transaction is processed, 3 days, 3 weeks, 3 months?

With 11 days "we" are already ...

Regards

Servus zusammen,

dass mit dem Bonus als Entschädigung war eine schöne Geste, löst das Problem aber nicht. Wie lange warten wir denn, ob die Transaktion verarbeitet wird, 3 Tage, 3 Wochen, 3 Monate?

Bei 11 Tagen sind "wir" ja nun schon...

Grüße

Dear hottemanne

Can you please confirm the money was received?

Thank you in advance!

Regards

Dear representative,

As I have just seen, the money has actually and happily arrived this morning.

Finally, I would be interested in the future as to what / who caused the delay.

Regards

Lieber Vertreter,

wie ich gerade sehen konnte, ist das Geld tatsächlich und erfreulicher Weise heute früh eingegangen.

Für die Zukunft würde mich abschließend noch interessieren, was/wer die Verzögerung verursacht hat.

Grüße

Dear hottemanne

As far as we were told, there was a technical issue with Mifinity Wallet. No extra info was provided, unfortunately.

Kind regards

Dear representative,

Thank you for the info.

Regards

Lieber Vertreter,

vielen Dank für die Info.

Grüße

I am happy to hear that the withdrawal was processed and received. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.