Vulkan Vegas Casino - El reintegro del jugador se ha retrasado.

I'm going to make this as brief as possible. Keep in mind I have gambled online for over 20 years and I gambled high stakes and high limits. I have experience with countless casinos and I always try to research them prior. Anyhow, these guys are a gem and frankly I'm shocked at how they have such a high rating here. I made several deposits at this casino a few weeks ago(Approx) totalling $2,000CAD and I ended up winning a bit, high water mark was about $14.5k. I then proceeded to initiate some withdrawals and then the KYC nightmare began. Keep in mind I have done the KYC with at least 100 other casinos so I'm familiar with the process. I sent my documents then waited. They guys are slow as heck at approving, days upon days. Then they approve some and decline others so here we go again with more uploads and waiting days again. Finally once this process was completed and approved they had obviously "rejected" all of my withdrawals in the meantime so I had to keep reinitiating them. Finally felt like things were moving along as I was told 5 minutes to 96 hours to process withdrawals but also a disclaimer stating could take up to 14 business days??? Huh??? Anyhow, I patiently waited then guess what? More KYC documents requested as they wanted to see proof of source of funds! Are you kidding me?? For several deposits totalling only a few grand! Anyhow, here we were again and I sent them my NOA and recent business bank statement(Im a sole Prop). They were approved but took a while once again and my withdrawals once again cancelled.. I had to reinitiate the withdrawals once again early morning hours of September 10th. They tell me that the payments department works 24/7 yet they do not process withdrawals on weekends or holidays! Needless to say at this point I am beyond disgusted with this casino. Somebody like myself who has more experience that most gamblers can say that this casino should not be rated high at all. On top of all of this they are another grey area casino that keeps your balance playable while you have withdrawal requests pending. Anyhow, at this point I am done with these guys, I will not be playing any of my balance back with them and I am patiently awaiting my withdrawals. I do not trust these people, they keep claiming they are within their time limits for my withdrawals (4 of them - $2,995, $2,995, $2,995, $1,000 - TBP via INTERAC). Now my issue stems from the fact that it's convenient that they are able to constantly reject the withdrawal and keep asking for more documents and restart the clock continually. The is just poor business practice and anybody who has knowledge about how some of these offshore casinos operate know full well that the reason casinos do this is balance their books or stall in hopes that a player will play back their withdrawals. This won't happen with me this time and I just want my money paid to me now. I have waited for a long time and I feel very violated considering how they manipulate the system and claim they work within their own T&C. It's WRONG. I want my money and I want it now.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Well, I can respect what you’re saying but I always go back to the fact that my original withdrawal took place weeks ago now me and you both know how they’re manipulating the system and creating delays intentionally with the KYC process. I’ve never had to upload near the amount of documents that I’ve had to on this site And they take days to approve then they intentionally seem to not approve a document or two so you have to resubmit those and then wait days longer when I finally think everything is good and my withdrawals that have been constantly rejected and reinitiate then they threw another curveball at me With wanting to know source of wealth information based on several few hundred dollar deposits this is never happened to me with any of the hundred plus casinos I played that before this is all done to intentionally installer delay. I understand at this point it’s only about three or four days since the most recent Withdrawal requests but you have to look at the aforementioned information and when factoring that in it’s been weeks.

Dominika, Vulkan Vegas processed 1 of 4 withdrawals early this past Tuesday morning but no more to follow thus far. They had told me that they process withdrawals in order they are received which is a lie because all my 4 withdrawals were processed seconds apart. Anyhow, in their terms and conditions based on the total amount of my withdrawals they say they process them in 5 minutes to 96 hours and no longer than 14 business days. We are obviously far past the 96 hours and past 8 business days. My concern is after speaking to a VIP support agent because I really feel they are blatantly lying and not planning on paying so I asked directly to give me a firm answer that they would abide by their own terms and conditions and guarantee that they will pay me in full within the 14 business days which is FAR LONGER than any other casino. I contacted support today and they advised that they won't guarantee that they can pay within the 14 business days . Based on this information I would like you guys to open this dispute and get things rolling now since this is a major red flag. Please help! I just want MY MONEY.

This is in their Terms & Conditions.

8.15.

For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 29 999 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

As of writing this they have processed 3 of the 4 withdrawals but still waiting for the last one for $2,995.00CAD which was placed successfully 14 days ago(This was after NUMEROUS withdrawals whereas they cancelled because they kept asking for more and more documents and source of wealth). Now I am hoping I receive this last withdrawal soon I am still concerned. I have to point out that with my experience of playing over 100 different casinos stretching the past 20 plus years this casino is BY FAR the worst to deal with when it comes to withdrawals and the delays associated with. The support agents are not friendly at all nor warm and welcoming. I honestly have not seen that from any other casino I can remember. Most appreciate loyalty and realize customer retention is important for long term success. Anyhow, the other concern I have is that when I was finally able to make successful withdrawal requests I made them all within seconds of one another. The live chat agents advised on numerous occasions that there was no withdrawal limits on my account and that withdrawals are processed in the order they are received and in a "queue" system. Well, my first withdrawal was the first one processed for $2,995.00CAD but then many days later they processed the most recent one for $1,000.00CAD. I advised them of my concern and asked why that happened and why did they skip over the 2 in the middle for $2,995.00CAD/each and then they went back to the 14 business days they give themselves to process withdrawals so directly contradicting themselves. I also confronted them about why my withdrawals were not processed quickly to one another since I was told it was in the order received and in a queue system. They said that in the seconds between withdrawals that other players make many withdrawals so this somehow justifies the roughly 6 day wait between them....... Anyhow, I was not born yesterday and I understand full well that this casino is using stalling techniques to either balance their books or hope that players play back their balance and not proceed with their withdrawal especially seeing that they leave the withdrawal amount in your playable balance until its processed. Ultimately my entire experience with this casino has been very poor. I have no idea how they can maintain an high score on CasinoGuru based on my experience alone and I'm not the only one with similar issues.

Dear player, do I understand correctly that your verification process has now been fully completed, including all KYC and source of funds documentation? And at this point, you're simply waiting for the final withdrawal of $2,995 CAD to be processed?

If so, could you kindly confirm the exact date when you submitted this last withdrawal request, and let us know its current status — whether it's still pending, under review, or approved but not yet received?

Also, just to clarify — are you planning to request any additional withdrawals in the future, or is this your final one?

They did pay this final one yesterday after 15 days of waiting. So no need to continue this. I am however still very disappointed in the deceptiveness of this casino and the stalling tactics they use. Anyhow, thank you for your help.

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any 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,

Dominika

Casino.Guru