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

Since 09/28/24, the status of my €300 withdrawal has been pending.

The chat with Albert from the Vulkan Vegas team did not lead to any result, and my email has not yet been answered.

Until now, I have always been very satisfied, and the withdrawals were always processed very quickly.

Seit dem 28.09.24 ist der Status meiner Auszahlung 300,-€ in Bearbeitung.

Der Chat mit Albert vom Vulkan Vegas Team führte zu keinem Ergebnis und meine Email wurde noch nicht beantwortet.

Bislang war ich immer sehr zufrieden und die Auszahlungen fanden immer sehr schnell statt.

Dear Charly22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hello Dominika,

I have just sent you an email with the requested information.

Hallo Dominika,

soeben habe ich eine Mail an Sie mit den geforderten Informationen geschickt.

Good morning,

I just see that my withdrawal was rejected and credited back to my player account.

Guten Morgen,

gerade sehe ich, dass meine Auszahlung abgelehnt wurde und meinem Spielerkonto wieder gutgeschrieben wurde.

I can't withdraw it again because I have to pay 59,-€ first because of the commission...

Erneut auszahlen lassen kann ich es nicht, da ich wegen anfallender Provision erst 59,-€ einzahlen muss…

Hello Charly22

According to our records, you have already received the withdrawal.

Kind regards

Dear Charly22, could you confirm receipt of the funds?

Hello Dominika,

The payment was paid out, but the commission of €57.69 was withheld - which I don't think is fair. My deposits were higher.

Hallo Dominika,

die Zahlung ist ausgezahlt, jedoch wurde die Provision von 57,69€ einbehalten- was ich nicht fair finde. Meine Einzahlungen waren höher.

Dear Charly22, I have checked the general terms and conditions, and this is what I found (https://vulkanvegas.com/en/terms-and-conditions):

"8.11. When making a cash-out request, certain points need to be considered:

...

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.

8.12. We reserve the right to charge a fee amounting to our own costs for the withdrawal of funds that have not been put into play."

The casino's message indicates that there were remaining wagering requirements. If you had met the rollover conditions, you could have withdrawn the full amount.

Okay, thanks for the help

Okay, vielen Dank für die Hilfe

Dear Charly22,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru