Vulkan Vegas Casino - El retiro de 1.500 € del jugador se ha retrasado.

I have been waiting for a withdrawal of €1,500 since 06/14/2024, and it has been under review since that date. I didn't think much of it, assuming it might take a few days for the money to reach my account as it usually does (I've been a long-time player on this site and never had issues before). To my dismay, the money still hasn't reached my account and the status of the withdrawal hasn't changed. Every time I inquire with the Live Support Chat, I get the same responses: "Please wait," "The withdrawal has been processed on our end, it's now up to the payment provider," "We're sorry for the delay," etc. Today, I contacted the chat again and was once more told that the delay is due to the third-party provider and that Vulkan has no control over it. I'm not sure if I should believe this, but I now feel compelled to file a complaint here, even though I've been a loyal player and have never had any issues before.

Ich warte seit dem 14.06.2024 auf eine Auszahlung in höhe von 1.500€, diese ist seit diesem Datum auch in Bearbeitung. Hab mir nichts böses gedacht und dachte gut paar Tage warten und dann kommt das Geld auf mein Konto, wie sonst auch immer (bin Jahrelanger Spieler auf dieser Seite und hatte vorher nie Probleme). Zu meinem entsetzen, kam das Geld jedoch bis heute nicht auf mein Konto und an dem Status der Auszahlung hat sich auch nichts geändert. Auf Anfragen im Live Support Chat, bekomme ich immer nur die gleichen Antworten: "Bitte warten Sie noch", "Von unserer Seite aus wurde die Auszahlung bearbeitet, das liegt nun am Zahlungsanbieter", "Tut uns Leid für diese Verzögerung" etc. Auch heute habe ich nochmal den Chat kontaktiert und auch dieses mal hieß es wieder, das es am Drittanbieter liegt, das sich die Zahlung verzögert und die von Vulkan ja keinen Einfluss drauf hätten. Keine Ahnung ob man das so glauben kann, aber ich fühle mich nun gezwungen eine Beschwerde hier einzureichen, obwohl ich Stammspieler dort bin und sonst wie gesagt nie Probleme hatte.

Dear DerMeier231,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal.

To help us better understand and investigate your situation, could you please provide additional information on the following points:

• Have you received any confirmation emails or messages from the casino regarding your withdrawal request? If so, please forward those to us.
• Have you previously experienced delays with withdrawals, or is this the first time?
• Can you clarify if there have been any changes to your account information or payment methods since you made the withdrawal request?

Please send any relevant communication or documents 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

Yes, I received a payout confirmation email.

No, I have never had any problems with withdrawals before, so no delays either.

No, there have been no changes to my account information or payment methods since requesting a withdrawal.

(By the way, I'm a player, not a player ^^)

Ja eine Auszahlungsbestätigungs Email habe ich erhalten.

Nein, früher hatte ich nie Probleme mit Auszahlungen, also auch keine Verzögerungen.

Nein, seit der Auszahlungsanforderung gab es keine Änderungen meiner Kontoinformationen oder Zahlungsmethoden.

(Ich bin übrigens ein Spieler, keine Spielerin ^^)

Thank you very much, DerMeier231, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello DerMeier231,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vulkan Vegas Casino representative to join this conversation and participate in resolving this complaint.

Dear Vulkan Vegas Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear Stefan, Petronela

We'd like to confirm, there was indeed a delay on the payment provider's side. But by now - the withdrawal should have been successfully processed.

Kind regards

Yes, the payout finally arrived. Unfortunately, it took a really long time, which really disappointed me, as there has never been such a delay before and I am actually a regular player at Vulkan. Now I hope that this was a one-off problem and that I can play with you again without any worries. Thanks to the Casino Guru team for the support and thanks also to Vulkan Vegas that everything worked out after all.

Best regards 🙂

Jawohl, die Auszahlung kam nun endlich an. Leider hat es wirklich sehr lange gedauert, was mich echt enttäuscht hat, da es sonst nie zu solch einer Verzögerung kam und ich eigentlich ein Stammspieler bei Vulkan bin. Nun hoffe ich, das dies ein einmaliges Problem war und ich ohne Sorgen wieder bei euch spielen kann. Danke an das Casino Guru Team für den Support und danke auch an Vulkan Vegas, das alles doch noch geklappt hat.

Mit freundlichen Grüßen 🙂

Dear DerMeier231,

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,

Stefan, Casino.Guru