Vulkka Casino - Las ganancias de los jugadores se retrasan.

The casino is not paying out. I have been waiting for my winnings of €950 for six days now.

The casino notified me six days ago that it would pay out my winnings within a maximum of five days. However, no money arrived and those five days have now passed.

The email support only replies with platitudes and is not helpful at all. Please help!

My profile with the provider is verified and this is the first withdrawal I have made in this casino. I played in accordance with the terms and conditions.

Das Casino zahlt nicht aus. Ich warte auf meinen Gewinn von 950€ nun schon sechs Tage.

Das Casino hat mich vor sechs Tagen darüber benachrichtigt, dass es meinen Gewinn nach maximal binnen fünf Tagen auszahlen will. Geld kam jedoch nicht und diese fünf Tage sind nun verstrichen.

Der E-Mail-Support antwortet nur mit Floskeln und ist überhaupt nicht hilfreich. Bitte um Unterstützung!

Mein Profil bei dem Anbieter ist verifiziert und es ist die erste Auszahlung, die ich in diesem Casino vornehme. Gespielt habe ich im Einklang mit den AGB.

Dear MaxbetHunter,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by a review of your gameplay, a high volume of withdrawal requests, or other external factors. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your game history has been successfully checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I am aware that CasinoGuru always waits 14 days after opening a complaint.

But the problem is this: The casino said that it would pay out the money within 5 days. But the casino did not pay out the money within 5 days. So it is not doing what it says.

So we can happily wait two weeks, but the status will still be the same: no payout from the casino.

So please leave the complaint open and let me know when you are ready to take action.

Dass CasinoGuru immer 14 Tage wartet nach Eröffnung einer Beschwerde, ist mir klar.

Es geht aber um folgendes: Das Casino sagte, dass es binnen 5 Tagen das Geld auszahlt. Das Casino hat aber das Geld binnen der 5 Tage nicht ausgezahlt. Es tut also nicht, was es sagt.

Wir können hier also gerne zwei Wochen abwarten, der Status wird dann aber immer noch derselbe sein: keine Auszahlung vom Casino.

Bitte die Beschwerde also geöffnet lassen und mir Bescheid geben, sobald Sie dazu bereit sind, etwas zu unternehmen.

The casino now obviously starts lying. They told me that they sent a part of the funds to me, which is not true. Proof comes from their own system - they actually canceled my withdrawal for no reason. I did not receive any money.

Now, when I try to chat with the support, they always kill the chat without talking to me. That shows how ignorant and unfriendly their customer service is. In fact, only scammers behave like that.

Thank you for keeping me updated.

Are you able to see the new withdrawal requests, which the casino allegedly divided into 3 parts, in your profile? Or has your withdrawal history not been updated accordingly?

Have you received any of the withdrawals yet?

Has the casino provided an explanation as to why your withdrawal request was canceled?

The casino simply cancelled the withdrawal without giving a reason and without notifying me. You can see the screenshot as proof in the history above.

In addition, the casino simply lied to me with the message about the alleged payment of a partial amount. You can also see a corresponding screenshot of this above in the history.

I haven't received any money yet. Email support no longer responds, and chat support ends every chat with me immediately after the chat has started.

Das Casino hat die Auzahlung einfach so storniert, ohne einen Grund dafür anzugeben und ohne mich zu benachrichtigen. Den Screenshot als Beweis können Sie oben im Verlauf sehen.

Zudem hat das Casino mich mit der Nachricht über die angebliche Auszahlung eines Teilbetrags schlicht angelogen. Auch dazu können Sie oben im Verlauf einen entsprechenden Screenshot sehen.

Ich habe bislang kein Geld erhalten. Der E-Mail Support antwortet nicht mehr, und der Chat Support beendet jedem Chat mit mir direkt nach Chatbeginn.

Thank you very much, MaxbetHunter, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Thank you very much for your help so far!

Vielen Dank auch für Ihre Hilfe bis hierhin!

Dear MaxbetHunter,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Vulkka Casino outside this complaint thread and let you know any new information once I receive it.

Thanks for the help!

Danke für die Hilfe!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Casinoguru is not the only one who has not received a response from Vulkka Casino. I have tried to contact Vulkka Casino many times in the meantime and chats with me are still terminated without any response. The casino has still not paid out the €950 winnings and the withdrawal is still listed as "Rejected" in my profile - for no reason and without notification.

We are happy to wait another 5 days without success until you close the complaint and HOPEFULLY clearly mark the casino as a scammer.

Because for me, the conclusion is now very clear: Vulkka Casino is clearly a fraud and I will not get my money - that much is clear to me.

Nicht nur Casinoguru erhält keine Antwort von Vulkka Casino. Ich habe in Zwischenzeit viele Male versucht, das Vulkka Casino zu kontaktieren und nach wie vor werden Chats mit mir ohne jegliche Antwort direkt abgebrochen. Das Casino hat auch immer noch den Gewinn von 950€ nicht ausbezahlt, und die Abhebung steht weiter als „Abgelehnt" in meinem Profil - grundlos und ohne Benachrichtung.

Gerne können wir noch weitere 5 Tage erfolglos warten, bis Sie die Beschwerde schließen und das Casino HOFFENTLICH eindeutig als Betrüger kennzeichnen.

Denn für mich gilt inzwischen das ganz klare Fazit: Bei dem Vulkka Casino handelt es sich eindeutig um Betrüger und ich werde mein Geld nicht bekommen - das ist mir jetzt schon klar.

Dear MaxbetHunter,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina