Vulkan Vegas Casino - La retirada del jugador se ha retrasado.

Hello I won 24000 euros but only got 2000 euros so far! 22000 are still available as real money credit. And the payout is always only 2000, 1000 euros as new!

Hallo habe 24000 Euro gewonnen aber nur 2000 euro bis jetzt bekommen! 22000 stehen noch als echtgeld Guthaben. Und in der Auszahlung stehen immer nur 2000, 1000 Euro als neue!

Dear Anja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify how many pending withdrawals you currently have? Do I understand correctly that you have received only one withdrawal so far?

Looking forward to hearing from you.

Best regards,

Kristina

Hello kristina, yes, of the 24,000 euros that I paid out at the same time, I only received 2,000 euros. Outstanding are now 22000 euros.

Hallo kristina, ja von den 24000 Euro die ich gleichzeitig zur Auszahlung gegeben habe , habe ich nur 2000 Euro bekommen. Ausstehend sind jetzt 22000 Euro.

What shoud that? The casino is not recommended

Was soll das? Das Casino ist nicht zu empfehlen

Thank you very much for your reply, Anja. Have you tried contacting the casino's support to find out what is going on? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Emails are not answered. I can't access the chat again.

Auf emails wird nicht geantwortet. Den Chat kann ich nicht wieder aufrufen.

Hello, I sent you the chat history by email. Kind regards, A. S***

Hallo ich habe ihnen den chatverlauf per Mail gesendet Mit freundlichen Grüßen A. S***

Thank you very much Anja for your reply and emails. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello Anja,

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?

Hello Anja, Viliam, Kristina

I frankly do not see any issue here.

All the withdrawals have been approved much faster than the terms specified on the site.

I can see 10 requests are being processed by the bank. May take some time, and judging the amounts - some may fail. So in that case, a player should make the request once again.

Is there anything else I can assist you with?

Best regards

Dear Anja,

let me know about your progress in receiving your winnings, please. If there will be some problem we'll investigate with the Casino.

hello yes i do that 20000 are now in 2000,1000 and 400 steps in progress. The only funny thing is that it has been like this for a long time and 2x 400 that I paid out yesterday were instructed yesterday. The from 4.2. but not? Bit weird.

Hallo ja das mache ich. 20000 stehen jetzt in 2000,1000 und 400 er schritten in Bearbeitung. Komisch ist nur das das schon lange so steht und 2x 400 die ich gestern in Auszahlung gesetzt habe wurden gestern angewiesen. Das vom 4.2. aber nicht? Bisschen komisch.

hello so far 1x 2000 and 6x 400 euros have been transferred. 9x 2000 have been in progress for a long time! It's very sluggish. Kind regards, Anja S********

hallo bis jetzt wurde 1x 2000 und 6x 400 Euro überwiesen. 9x 2000 stehen schon lange in Bearbeitung! Es ist sehr schleppend. Mit freundlichen Grüßen Anja S********

Dear Anja,

thanks for letting me know. I hope the rest is just matter of a time. Keep me updated, please.

Hello, Vulkanvegas wrote again, they write 14 days on the website, these are already 5 days over. It's really not nice if you have this in your terms and conditions and don't stick to it. This win was a blessing for me because I can finally buy a car with it. I'm sitting here freaking out as I need the car for my new job which starts March 1st!

Hallo, hatte nochmals Vulkanvegas geschrieben, die schreiben auf der Website 14 Tage, diese sind schon 5 Tage vorbei. Es ist wirklich nicht schön wenn man dies in seinen agb s stehen hat und sich daran nicht hält. Dieser Gewinn war ein Segen für mich, da ich dafür endlich ein Auto kaufen kann. Ich sitze hier und mache mich total verrückt da ich das Auto für meinen neuen Job benötige, der am 1. März beginnt!

Dear Casino,

please, give us some time schedule when you'll pay the player's winnings. It should be paid in some regular periodicity.

Dear Anja

We kindly ask you to understand, that within the T&Cs we do specify the withdrawal terms that will be approved by the Casino. Hope you realize we cannot influence the bank institutions or any other alternative payment solutions in terms of speed of processing etc.

Thank you for understanding.

Best regards

And that means? So on the Internet, the casino was rated with a fast payout. I cannot agree with this in any way.

Und das bedeutet? Also im Internet wurde das Casino bewertet mit schneller Auszahlung. Dies kann ich in keinster Weise zustimmen.

Dear Anja

We totally understand your frustration and do apologize.

We are contacting the payment provider re the issue, if there will be a way to cancel the requests and withdraw via bank transfer - this will guarantee a swift withdrawal.

Meanwhile, we are placing a gambling limit, just to make sure you do not lose the money won. This will definitely show that it's not casino's fault, etc.

Kind regards

hello, what's that supposed to mean? How should I act now? You're not serious now, are you? 19,000 euros have been credited back to the account and now everything starts from the beginning? What do I have to do now? Kind regards, Anja S********

Hallo was soll das jetzt? Wie soll ich mich jetzt verhalten? Das ist doch jetzt nicht der Ernst? Es wurden 19000 Euro wieder dem Konto gut geschrieben und jetzt fängt alles von vorne an? Was muss ich jetzt machen? Mit freundlichen Grüßen Anja S********

Dear Anja

Please kindly make a withdrawal request via bank transfer.

Your winnings are safe, since we've applied the gambling limit.

Thank you in advance!

Kind regards

I initiated the bank transfer. Just take a look. It's 19x 1000 euros

Ich habe den banktransfer veranlasst. Mal schauen. Es sind 19x 1000 Euro

Dear Casino,

is it possible to pay the player's winnings in one payment, please?

Dear all,

According to our records, the player has already received 19k of withdrawals.

The rest (3k) are on the way.

Dear Anja, will you confirm?

Kind regards

Dear Anja,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello, I have received the payments but I am now blocked despite a credit of 100 euros

Hallo habe die Zahlungen erhalten bin jetzt aber gesperrt trotz Guthaben von 100 Euro

Dear Anja,

We imposed the gamble limit in order to make sure you do not lose money and withdraw the entire sum of your winnings.

I hereby confirm the limit was removed.

Kind regards

OK thanks

Ok danke

Dear Anja,

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