Vulkan Vegas Casino - El jugador está experimentando un retraso en el retiro.

Hello,

i am writing this complaint as i am not used to such long waiting amounts of time for withdrawals on an online casino.. and i have played on a pretty great deal of sites.

I am a new user on this Vulkan Vegas site, as i only registered 5 days ago (6th of November).

I have made a total of 39.000 RON (~8.000 euros) of deposits on this site and managed to win 90.000. It is a pretty big amount of money, but not a huge multiplier.

KYC check was pretty fast and it was completed on the same day so props to that.

The problem is that i tried withdrawing this amount via the debit card i used for depositing and after 2 business days of waiting for the financial teams approval i have waited another 3 for the payment processor to finish, only to find out today, an hour earlier from this post time, that the withdrawals failed due to an unexpected error on the processor side.

This all act seems a little sketchy to me, moreover the fact that i had to log in and check the withdrawals statuses myself to see that they failed as they did not notify me via anything..

Now i had to submit new withdrawals and the whole process has to start from 0. Payment team can take up to 14 business days to aprove and then whoever knows what the payment processor does this time and the withdrawals fail again. I really think this should be prioritised and sped up as the withdrawals were already approved beofre but failed on their side..This time i tried ethereum withdrawals as i know from other sites that are more faster and reliable.

The purpose of this complaint is so that you can please help me with this matter as i am scared that the casino might try to stall or try not to pay. This worry is also aggravated by the fact that there are a great number of complaints on this site..

I really hope this has a happy ending as the support team from Vulkan Vegas was friendly with me and tried to help.

Eagerly waiting for your relpy and thank you in advance!

Dear mitucristianl,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?

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

Best regards,

Petronela

Dear Petronela,

Thank you for your fast reply.

Regarding your question: i was informed by customer support that i should try a different withdrawal method from their options and that i did. I have submited yesterday a new request using Ethereum.

The total withdrawal amount is 90.250 RON, split into 5 different payments. I don’t know why they split the total amount, i guess thats how their payments processor works.. anyways I will also leave the transaction ids here:

16e1bccd-be08-4c31-87a9-10f71015286e -> 24.500 RON;

f1e82941-8838-47bd-9c5d-170db32c0410 -> 24.500 RON

2b268f73-2d5f-4ab3-889b-316c31fdd3e2 -> 24.500 RON

fbe425df-d1dc-4b1f-a39d-02894053f498 -> 16.700 RON

6626a85f-0f37-45dc-8353-95a899fba45d ->

50 RON

I don’t understand why they can not speed up this process as the withdrawals have already been approved once but they failed on their side.

All the best,

Cristian

Thank you, mitucristianl, for the update. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if your new withdrawal requests via Ethereum were approved and processed already?

Dear mitucristianl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.