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

The casino is not processing my withdrawals which were requested on July 29.

My account is verified and I did not use any bonuses.

In their terms and conditions, it states that withdrawals are processed within 96 hours. It has now been 156 hours.

Customer support via email is not responding to my inquiries about the withdrawal payments.

Il casinò non sta pagando i miei prelievi che sono stati inseriti il 29 luglio.

Account verificato e nessun utilizzo di bonus.

Nei loro termini e condizioni è scritto che il pagamento dei prelievi avviene entro 96 ore. Sono passate 156 ore.

Il supporto via mail non risponde alle mie domande riguardo al pagamento dei prelievi.

Hello carsix79,

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

Could you please advise since when is your account fully verified? Is this your first ever withdrawal request from the casino? 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 withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

The account has been verified for more than a week. I only received a payment of €450 nine days ago.

The casino does not respond to emails.

L'account è verificato da più di una settimana. Ho ricevuto soltanto un pagamento di €450 nove giorni fa.

Il casinò non risponde alle mail.

Dear carsix79

The response via e-mail was provided at 2024-08-06 14:22:21

Kind regards

I will wait for the fourteenth day which will be within this week. Once all withdrawals have been paid, the gaming account is considered closed.

You could have paid other withdrawals that I have on hand but you saw fit to make me wait more than 10 days without processing any of them.

I may reconsider my decision if you pay some of them today.

You know Nick here I requested a 14 day suspension so as not to lose the winnings obtained and it was applied as per the rules. Not like on the Smokace casino where I await the reopening of the complaint.

Aspetterò il quattordicesimo giorno che sarà entro questa settimana. Una volta pagati tutti i prelievi considerate il conto gioco chiuso.

Avreste potuto pagare altri prelievi che ho in carico ma avete pensato bene di farmi attendere più di 10 giorni senza elaborarne alcuno.

Potrei rivedere la mia decisione se entro oggi ne pagherete qualcuno.

Lo sai Nick qui ho richiesto una sospensione di 14 giorni per non perdere le vincite ottenute ed è stata applicata come da regolamento. Non come sul casinò Smokace di cui attendo la riapertura del reclamo.

Hello carsix79,

Glad to hear that the casino has processed the payment. Please let us know once it arrives.

As per the other complaint - please do as it was advised to you and contact the licensing authorities.

Also, it wouldn't be further discussed here as it is not related to Vulkan Vegas Casino.

You know very well that Antillephone does not help players!

You trashed a legitimate complaint of mine for some obsessions of yours that I found no basis for anywhere.

Your colleagues on the forum also agree with me, as is logical.

Smokace does not accept account suspension or self-exclusion with an active balance even if you write it to them as you say. I had already asked in chat too.

They just wanted to wait for me to lose the money! And in their terms and conditions to ask for a break it is not necessary to mention gambling addiction. So I followed the instructions in the contract perfectly.

I asked for the complaint to be reopened.

Regarding this complaint I don't know who told you I received the money.

I only received €1800.

There are still almost €7000 to go!! And we are 12 days away from the request.

Sai benissimo che Antillephone non aiuta i giocatori!

Mi hai cestinato un reclamo legittimo per delle tue fissazioni che non trovavo fondamento da nessuna parte.

Anche i tuoi colleghi del forum sono d'accordo con me come è logico.

Smokace non accetta la sospensione del conto o autoesclusione con un saldo attivo nemmeno se glielo scrivi come dici te. Avevo già chiesto anche in chat.

Volevano solo aspettare che perdessi i soldi! E comunque nei loro termini e condizioni per chiedere un periodo di pausa non è necessario citare la dipendenza dal gioco. Quindi ho seguito perfettamente le indicazioni da contratto.

Ho chiesto la riapertura del reclamo.

Per quanto riguarda questo reclamo non so chi ti abbia detto che ho ricevuto i soldi.

Ho ricevuto soltanto 1800€.

Mancano ancora quasi 7000€!! E siamo a 12 giorni dalla richiesta.

Greetings,

The amount in full was paid out to the player.

The account will now be permanently blocked due to gambling addiction.

Dear carsix79,

Should you require any support on your disease, please feel free to speak to our support.

Wishing you a rapid recovery!

Kind regards

Hello carsix79,

You was asked to let us know once it arrives, we did not claim that you have received it.

Please inform us once you receive it.

Read the last two screenshots

Casino Guru supports and stands with casinos that do not apply self-exclusion with an active balance even if you declare to have gambling problems (see my Smokace complaint).

Leggere gli ultimi due screenshot

Casinò guru sostiene e sta dalla parte dei casinò che non applicano l'autoesclusione con un saldo attivo anche se dichiari di avere problematiche di gioco (vedere mio reclamo Smokace).

Dear carsix79

Sorry for disturbing you, a couple of questions if we may:

1) Have you received your winnings in full amount from VulkanVegas casino

2) What do the screenshots above have to do with VulkanVegas?

Warm regards

I asked the bank for the statement of the card on which you paid the withdrawals since the history stops at August 9th due to the large number of transactions.

It would have been easier if instead of fragmenting the withdrawals 450€ at a time you paid with higher amounts and in less time.

It looks like they've all been paid but I can confirm that by tomorrow.

The screenshots do not concern your casino which is impeccable and acts correctly on responsible gaming but a complaint which I ask to be reopened. I wrote in fact that it concerned the Smokace casino. I apologize for intruding this issue here but I wanted it to be brought to Nick's attention.

Ho chiesto alla banca l'estratto conto della carta su cui avete pagato i prelievi dato che la cronologia si ferma al 9 agosto per il gran numero di movimentazioni.

Sarebbe stato più semplice se invece di frammentare i prelievi 450€ alla volta pagavate con importi più alti e in minor tempo.

A occhio sembrerebbe che siano stati pagati tutti ma posso darvi conferma entro domani.

Gli screenshot non riguardano il vostro casinò che sul gioco responsabile è ineccepibile e agisce correttamente ma un reclamo di cui chiedo la riapertura. Ho scritto infatti che riguardava il casinò Smokace. Mi scuso per aver intromesso questa questione qui ma volevo fosse posta all'attenzione di Nick.

Hello carsix79,

Please let us know once it arrives.

All payments are processed successfully.

The complaint may be closed.

Thank you.

Tutti i pagamenti risultano correttamente elaborati.

Il reclamo può essere chiuso.

Grazie.

Dear carsix79, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges 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 for you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Casino.Guru