FS Casino - El jugador aún no ha recibido las ganancias.

I am told the casino has no control over the withdrawal process. The terms and conditions say 2 working days until the money appears to me. The support answers me that the deadline would be 5 days.

https://vulkan.bet/de/terms-and-conditions

It would be nice if you could help me.

Greeting

TheCooN82

Mir wird erzählt das Casino hätte keinen Einfluß auf den Auszahlungsprozeß. In den AGBs steht 2 Werktage bis das Geld bei mir erscheint. Der Support antwortet mir das die Deadline 5 Tage wäre.

https://vulkan.bet/de/terms-and-conditions

Wäre nett wenn Sie mir zur Seite stehen könnten.

Gruss

TheCooN82

Dear TheCooN82,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear TheCooN82,

Have you received your withdrawal from the casino yet?

Good morning,

No, I haven't received anything yet and the status has been "being processed" since 04.04.23.

The CooN82

Guten Morgen,

nein ich habe noch nichts erhalten und der status steht seid 04.04.23 auf "wird bearbeitet".

The CooN82

Can you please support me?

Können Sie mich bitte unterstützen?

Dear Kristina, can and will they or not?

Werte Kristina, können und werden sie oder nicht?

Thank you for your reply, TheCooN82. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

Dear Kristina,

I'm glad they signed up. KYC is passed and have already paid out successfully several times. The support told me to wait and they had no influence. After 5 business days they would also become active. but that doesn't happen despite asking. If I remember correctly it was without a bonus

Greeting

TheCooN82

Dear Kristina,

freue mich das sie sich melden. KYC ist bestanden und habe auch schon mehrfach, erfolgreich ausgezahlt. Der Support sagte mir das ich warten soll und sie kein einfluss hätten. Nach 5 Werktagen würden sie auch aktiv werden. das passiert aber trotz bitten nicht. wenn ich mich recht entsinne war es ohne Bonus

Gruss

TheCooN82

It now takes 2 days after each sentence to get an answer. 🙁

Happy Sunday 🙏🏼

Dauert das jetzt nach jeden satz 2 tage um eine Antwort zu bekommen. 🙁

Schönen Sonntag 🙏🏼

Hello Kristina, is there so much to do at the moment?!

I would appreciate if you could contact the casino to find out where the problem is.

Greeting

TheCooN82

Hallo Kristina, ist soviel zutun derzeit?!

Ich würde mich freuen wenn sie kontakt zum Casino aufnehmen könnten damit erfahren wo das problem ist.

Gruss

TheCooN82

Before we contact the casino, could you 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.

The payout was canceled by the casino 10 minutes ago.

As mentioned above, the casino always meant the same thing. I should wait they have no influence.

I have just requested a new payment.

Die Auszahlung wurde vor 10min vom Casino abgebrochen.

Wie bereits oben erwähnt hat das casino immer das selbe gemeint. ich solle warten sie hätten keinen einfluss.

Eine neue Auszahlung habe ich soeben beantragt.

Thank you very much, TheCooN82, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, TheCooN82!

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 Pavel,

I am glad that you help me.

Greeting

TheCooN82

Hallo Pavel,

ich freue mich das sie mir helfen.

Gruss

TheCooN82

The €80 has just been paid out. After 23 days, the casino or its payment provider canceled the payment. New payment made yesterday. Money is there now.

I thank them for the support.

Best regards

TheCooN82

Die 80€ wurden soeben ausgezahlt. Nach 23 Tagen ist Auszahlung vom Casino bzw ihrem Zahlungsanbieter abgebrochen worden. Gestern neue Auszahlung gestellt. Geld ist so nun da.

Ich danke ihnen für die Unterstützung.

Beste Grüsse

TheCooN82

Dear TheCooN82,

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.

Best regards,

Pavel K

Casino Guru Team