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

My first withdrawal of EUR 520.1 from Vulkan Vegas Casino was reportedly approved and sent to my bank account. This selection is also marked as "success" in the payment history. However, it has been 2 and a half weeks and the payment still has not arrived in my bank account (for comparison, withdrawals from another casino in the same form (payment to a bank account) usually take 2-3 working days). I sent an email to the casino a week ago to make sure the payment was sent. However, I still did not receive an answer. I also tried Live Chat on the casino website, but if I click on this option, the chat will not start.

Můj první výběr ve výši 520.1 EUR z casina Vulkan Vegas byl údajně schválen a odeslán na můj bankovní účet. Tento výběr je označen jako "success" i v historii plateb. Je tomu však již 2 a půl týdne a platba stále nedorazila na můj bankovní účet (pro srovnání, výběry z jiného kasina stejnou formou (platbou na bankovní účet) obvykle trvají 2-3 pracovní dny). Před týdnem jsem do kasina poslal email, abych se ujistil, že platba byla odeslána. Odpověď jsem však stále nedostal. Zkoušel jsem i Live Chat na stránkách kasina, ale když na tuto volbu kliknu, tak se chat nespustí.

Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino?

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, Miroslav, for your reply. Could you please advise if your bank has tried to locate the payment using the tracking transaction number? Would you be willing to provide a bank statement to prove that the payment hasn't been received? My email address is petronela.k@casino.guru. Looking forward to hearing from you.

Good day,

thank you for answer. I sent you a bank statement and a screenshot of the last payments that are not on the statement to the given email. The statement shows that the payment from Vulkan Vegas was not accepted. I also received a response from the bank regarding the search for payment:

"We do not record any incoming payment to your account in the amount of EUR 520.1. The UETR tracking number you provided us is untraceable to us, which means that the payment did not reach us and stopped somewhere along the way. By default, it is responsible for correct delivery. The payer's bank. I recommend that you contact the payer's bank with a request for credit for that payment. "

Thank you and kind regards,

Miroslav

Dobrý den,

děkuji za odpověď. Bankovní výpis a screenshot posledních plateb, které nejsou na výpise, jsem Vám poslal na uvedený email. Na výpise je vidět, že platba od Vulkan Vegas nebyla přijata. Obdržel jsem i odpověď od banky ohledně vyhledání platby:

"Na Váš účet neevidujeme žádnou příchozí platbu v uvedené částce 520,1 EUR. Sledovací číslo UETR, které jste nám poskytnul je pro nás nedohledatelné, to znamená, že platba k nám nedorazila a zastavila se někde po cestě. Standartně je zodpovědná za správné doručení banka plátce. Doporučuji obrátit se na banku plátce se žádostí o kreditaci uvedené platby."

Děkuji a s pozdravem,

Miroslav

Thank you very much, Miroslav, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Miroslav,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Miroslav,

let me know when you'll receive your winnings, please.

Good day,

I have not received the win yet. I'll wait a few more days. However, if the prize does not arrive, the casino may provide a tracking number according to which the bank would trace the transaction, or to trace a transaction and find out its status at a casino bank?

Thank you,

Miroslav P *****

Dobrý den,

výhru jsem zatím neobdržel. Budu ještě několik dní čekat. Pokud ale výhra nedorazí, může casino poskytnout nějaké trackovací číslo, podle kterého by banka transakci dohledala, popř. dohledat transakci a zjistit její stav u banky casina?

Děkuji,

Miroslav P*****

Dear mprovod

I see the transaction was rejected. The reason for the reject - 'Declined by the customer's bank".

By some reason your bank did not accept the transaction.

I would suggest trying once again, and in case it fails - let's use alternative withdrawal methods.

Thanks for cooperation.

Kind regards

Dear Vegas Volcano,

Thanks for the quick reply and finding out the reason why the win didn't come to my account.

Okay, please try to win again. As soon as the win comes, I will confirm it here. If the win does not come within a few days, I will write and try other options.

Thank you and kind regards,

Miroslav P *****

Vážené Vulkan Vegas,

děkuji za rychlou odpověď a dohledání příčiny, proč výhra nedošla na můj účet.

Dobře, zkuste prosím poslat výhru ještě jednou. Jakmile výhra příjde, tak to zde potvrdím. Pokud výhra do několika dní nepříjde, tak napíši a zkusíme jiné možnosti výběru.

Děkuji a s pozdravem,

Miroslav P*****

Additional complaints from the player:

"Dear Vulkan Vegas casino team,

I still haven't received the withdrawal after the second attempt to send it. Would it be possible to check if my bank refused it again? If yes, what are the other options to make a withdrawal?

Thank you and best regards,

Miroslav"

Hello,

Unfortunately same very reason.

Would you try the alternative methods (Skrill/Neteller) ?

Thank you!

Hello,

Unfortunately, I don't have a Neteller or Skrill, but I have a Mifnitiy account, which I also found among the options to choose from. So I applied for a withdrawal to my MiFinity account. I will confirm when the payment arrives.

Thank you and kind regards,

Miroslav P *****

Ahoj,

Neteller ani Skrill bohužel nemám, ale mám Mifnitiy účet, který jsem také našel mezi možnostmi pro výběr. Zažádal jsem tedy o výběr na můj účet MiFinity. Až platba dorazí, tak potvrdím.

Děkuji a s pozdravem,

Miroslav P*****

Good day,

I would like to confirm that I have just received a payment of EUR 520.1 to my MiFinity account. Thank you for your help and help. This case can therefore be closed as a positive solution.

Thank you and kind regards,

Miroslav P *****

Dobrý den,

chtěl bych potvrdit, že jsem práve platbu ve výší 520.1 EUR obdržel na můj účet MiFinity. Děkuji za vyřízení a za pomoc. Tento případ tedy může být uzavřen jako pozitivně vyřešen.

Děkuji a s pozdravem,

Miroslav P*****

Dear mprovod,

Thank you for confirmation! Wishing you a great day!

Kind regards,

Alexander

Have a nice day and thank you for quickly sending the prize to the MiFinity account.

Regards,

Miroslav

Také přeji hezký den a děkuji za rychlé poslání výhry na účet MiFinity.

S pozdravem,

Miroslav

Dear Miroslav,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru