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

I won 4000 euros and have been trying to withdraw since then. Payout is rejected. I did not receive an answer after an email request. The countless support inquiries were answered with excuses. Account is fully verified. From the side of my bank everything is fine. I can't really go into the chat either, since this function has only allowed one question since my profit. The support staff put me off with incredible excuses. I have been playing at this casino for a long time. Just never had a profit. I don't know why they don't pay off. Maybe you can help me. I am very frustrated.

Ich habe 4000 euro gewonnen und versuche seitdem eine Auszahlung zu tätigen. Auszahlung wird abgelehnt. Nach emailanfrage habe ich keine Antwort erhalten. Die unzähligen Supportanfragen wurden mit Ausreden beantwortet. Konto ist vollständig verifizert. Von seiten meiner Bank ist alles in Ordnung.Ich kann auch nicht wirklich in den Chat gehen,da diese Funktion seit, meinem Gewinn lediglich, eine Frage zulässt.Die Supportmitarbeiter vertrösten mich mit unglaublichen Ausreden . Ich spiele schon längere Zeit in diesem Casino. Hatte nur noch nie einen Gewinn. Ich weiss nicht warum sie nicht auszahlen. Vielleicht können Sie mir helfen. Bin schon sehr frustriert.

Dear sunshine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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 it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have already ordered a payout several times. It was rejected every time. i will try again

Ich habe schon mehrere male eine Auszahlung geordert. Sie wurde jedesmal rejected,sprich abgelehnt. ich werde es erneut versuchen.

I try to make a withdrawal every day. It is rejected every time. Account is fully verified and I haven't used a bonus. It shows me "in progress" and after a short time the payout is rejected.

Ich versuche täglich eine Auszahlung zu tätigen. Sie wird jedesmal abgelehnt. Konto ist vollständig verifiziert und ich habe keinen Bonus verwendet. Es zeigt mir ,,in Bearbeitung``´an und nach kurzer Zeit wird die Auszahlung abgelehnt.

Thank you very much, sunshine, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.

Thank you Petronela

Vielen Dank Petronela

Hello, sunshine

The withdrawals were declined due to technical error. Unfortunately, no extra info was given by the payment provider.

We kindly ask you to make another request (-s).

Thank you for understanding.

Best regards

Hi

I tried to pay out with Bank Transfer. I entered the complete IBAN number of my bank account and also the BIC of the responsible bank. So everything is complete. You should fix the error, because none of my part is available. Any withdrawal attempt made so far will be rejected.

MG

Hallo

ich habe die Auszahlungsversuche mit Bank Transfer getätigt.Vollständige IBAN Nummer meines Bankkontos angegeben und auch den BIC der zuständigen Bank. Somit alles vollständig. Den Fehler sollten Sie beheben,da von meiner Seite keiner vorliegt.Jeder bisher getätigte Auszahlungsversuch wird abgelehnt.

MG

Hello all,

I apologize for the late reply. Thanks to Vulkan Vegas for assisting in this case. Sunshine, from your description of events, my opinion is that there might be issue in the setting of the withdrawal request. Is there anyone in Vulkan Vegas Casino who can assist you to ensure the technical issue is resolved?

Also, you could try not using the BIC in the withdrawal request. I encountered multiple cases where this causes issues for some reason. Please let us know how it goes.

Hello Thomas

if I do not provide the BIC, the payout button cannot be activated. Chat function with the casino does not work either. Can only write once, wait for the response from the casino. A new answer on my part does not work.

Hallo Thomas

wenn ich den BIC nicht angebe ist der Auszahlungsbutton nicht aktivierbar. Chatfunktion mit dem Casino funktioniert auch nicht. Kann nur einmal schreiben,die Antwort vom Casino abwarten. Eine erneute Antwort meinerseits geht nicht.

Dear sunshine,

Would you kindly try to make a withdrawal request but using the English language selected on your device (not DE), without any hyphens, dots and spaces in the end.

Thank you in advance!

Kind regards

Dear sunshine

Please kindly confirm the money was received.

Thank you in advance!

Best regards

Hi

The payment has arrived. Thank you. I had 1000 euros paid out first. An additional 200 euros have been debited from my player account. Question: are these transfer fees? I would find that very high.

4000euro-1000euro equals 3000euro. I now only have 2800 euros on my player account.

Hallo

Die Auszahlung ist angekommen.Danke.Habe erstmal 1000euro ausbezahlen lassen. Meinem Spielerkonto sind zusätzlich 200euro abgebucht worden. Frage: sind das Überweisungsgebühren? Die fände ich sehr hoch.

4000euro-1000euro ergibt 3000euro. Ich habe auf meinem Spielerkonto nun nur noch 2800euro.

Dear sunshine

I can see several more transactions have been completed.

Regarding your question on commission, according to T&Cs:

"8.11.6. if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

When you were making a withdrawal request you were notified about the fact, that you have not wagered your deposits twice, also the message contained information on how much turnover is required to avoid commission. You clicked "Proceed", meaning that you agreed to this commission.

FYI the commission was applied to your first withdrawal request, afterwards all the withdrawal are and will be commission-free.

Best regards

Hello all,

thanks for your replies. Sunshine, have your issues been resolved to your satisfaction? Can we consider the case closed?

Hello Thomas

I thank you very much first. I think I'm getting along well now, so we can consider the case resolved.

THANK YOU AGAIN

Hallo Thomas

ich bedanke mich erstmal ganz arg. Ich denke,dass ich jetzt gut klar komme.Wir können den Fall somit als gelst betrachten.

VIELEN DANK NOCHMALS

I am glad to hear that, Sunshine! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.