Vulkan Vegas Casino - KYCが完了したにもかかわらず、プレイヤーの退会が遅れた。

The KYC verification has been completed and passed 3 times. For every request since 03.10.23, I have been informed that it will unfortunately still take some time and the casino has no control over how long it will take.

KYC Überprüfung ist 3 mal durch und bestanden. Bei jeder Anfrage Set dem 03.10.23 wird mir mitgeteilt dass es leider noch dauern wird und Casino hat kein Einfluss wie lange.

Dear gregorbisku,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have been waiting for a withdrawal for a month now? Have you made any successful withdrawals before?

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

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

Best regards,

Kristina

Hello,

To the question --- Have you ever made successful withdrawals?

Yes, there were several but not that high, most around 1000 euros

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

These winnings were without a bonus...

The winnings were taken directly from my player account and now it only shows up twice in the payment history

"Payout in progress"

1000 Euro. and

5000 Euro

With every request there is an apology for the delay and a promise that the money will be paid out...but no one knows when.

greeting

Hallo,

Auf die Frage --- Haben Sie schon einmal erfolgreiche Abhebungen durchgeführt?

Ja , es waren mehrere aber nicht so hoch die meisten ca. 1000 Euro

---- Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

Diese Gewinne waren ohne Bonus....

Die Gewinne wurden direkt von meinem Spieler Konto rausgenommen und jetzt steht es nur in der Zahlungshistorie 2 mal als

" Auszahlung in Bearbeitung"

1000 Euro. und

5000 Euro

Bei jeder Anfrage kommt Entschuldigung für die Verspätung und Zusage dass das Geld ausgezahlt wird....aber keiner weißt wann.

Gruß

Thank you very much for your reply, gregorbisku. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello the payouts time between 3 and 6 days. Communication between the casino and me was only in online chat

This is from today

Thanks and regards

Hallo die Auszahlungen Zeit zwischen 3 und 6 Tagen. Kommunikation zwischen Casino und mir war nur im online Chat

Das ist von Heute

Danke und Gruß

Thank you very much, gregorbisku, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi gregorbisku,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Vulkan Vegas Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason the player hasn't received the money yet though 2 withdrawal requests were submitted more than a month ago? What are the reasons the requests haven't been processed yet?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Dear gregorbisku

Please kindly let us know if the issue is resolved. Otherwise - please specify the disputed transaction IDs.

Kind regards

Hello, at first I gave up hope of getting the money.

But now I know who to contact if a problem like this arises.

Thank you so much for the help!!! The money has just been deposited into my account!!!

Full amount!!!

I greet the whole team and thank you all again...

Hallo, zu erst habe ich die Hoffnung aufgegeben das Geld zu bekommen.

Jetzt aber weiss ich an wen ich mich wenden muss, wenn so ein Problem geben wird.

Vielen, vielen Dank für die Hilfe !!! Das Geld ist gerade auf mein Konto eingezahlt worden !!!

Volle Summe !!!

Ich grüße das ganze Team und danke euch allen noch ein mal...

Thank you for the reply, Vulkan Vegas Casino.

Dear gregorbisku, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Natalia

Casino.Guru