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I have been waiting for weeks for three payouts from 01.03. (€499), from 04.03. (€490), and from 06.03. (€300). I chat with an online operator almost daily, but not much help is forthcoming. Sometimes the casino say that they have carried out everything andjust need to wait for the provider's disbursement, which takes a maximum of 5 days. After said 5 days, I was told that there is a technical problem with the provider. However, they paid out a withdrawal request from 12.03. (€300) the very next day. It's now alleged that there are no reasons for this delay, and that nothing can be done against it. And I should just wait.

Ich warte seit Wochen auf drei Auszahlungen vom 01.03. (499€), vom 04.03. (490€) und vom 06.03. (300€). Ich chatte fast täglich mit einem online operator, aber viel Hilfe kommt nicht. Mal heißt es, das seitens des Casinos alles durchgeführt wurde und man müsse nur auf die Auszahlung des Providers warten, was max. 5 Tage dauert. Nach besagten 5 Tagen bekam ich die Antwort, dass es technische Probleme beim Provider gibt. Jedoch wurde mir eine Auszahlungsanfrage vom 12.03. (300€) am nächsten Tag ausgezahlt. Mittlerweile heißt es, dass es keine Gründe gibt, sondern nur eine Verspätung und man kann nichts dagegen tun. Und ich soll abwarten.

Dear Pingsta,

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?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello,

Unfortunately, I was never informed of an alternative to withdrawing my winnings. It either said "The winnings will be paid out in the near future." or "You can't do anything except wait for an indefinite period of time until your winnings are paid out."

These uncertain answers are of course not satisfactory.

Hallo,

Leider wurde ich nie über eine Alternative zur Auszahlung meiner Gewinne informiert. Es hieß entweder "Die Gewinne werden in naher Zukunft ausgezahlt." oder "Man kann nichts unternehmen, außer für eine unbestimmte Zeit abwarten bis de Gewinne ausgezahlt werden."

Diese ungewissen Antworten sind natürlich nicht zufriedenstellend.

Dear Pingsta

Sorry for your trouble.

Would you please specify the disputed transaction ID?

Thank you in advance!

Thank you very much, Vulkan Vegas Casino Team, for your assistance.

Dear Pingsta,

• Could you please provide the transaction IDs?

Thank you.

Dear Pingsta,

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.

I have now received the money. Thank you.

Das Geld habe ich mittlerweile erhalten. Vielen Dank.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pingsta, for your confirmation, and please don’t 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,

Petronela

Casino.Guru