Vulkan.bet Casino - Spilleren har problemer med at hæve sine gevinster.

Grettings Casino guru,

I have a lot of experiences when it comes to online casinos but this is the very first time that i am dealing with this.

I deposited some money on Vulkan.bet, and made profit. I was really happy with it and wanted to cashout immediately. I was told by the customer support that in order to cashout, i might have to pass the verification process first. Took me nearly a week to pass the verification process due to the additional documents that they asked. Once i got verified, i submitted 2 withdrawal request and got approved within 24 hours. Then i contacted customer support regarding on how long it takes for the money to roll in my bank. I was told it will take up to maximum 5 working days excluding weekend and public holiday. My request got approved on 6th February and today is 23rd February and yet i still haven't received my payout. I tried contacting the customer support but they keep telling me "I have to wait", "Be patient" etc etc. I feel like i got completely scammed by this casino. They advertise on being a fast and smooth casino but when you win something big it gets all problematic.

Dear Danieltai,

Thank you for submitting your complaint. I’m sorry to hear about your problem. It may take some time before your money appears in your account, especially if it’s the first withdrawal or the player is withdrawing a bigger amount of money. Which withdrawal method did you use, please?

Would you be so kind and forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

Hello @Kristina,

Thank you for getting back to me. Yes it's my first withdrawal and the withdrawal method that i used is "Asia Bank Transfer". I will send you screenshot of conversations that i had interact with the customer support via email.

Thank you very much Danieltai for your reply and email. I will now transfer your complaint to my colleague Andrej 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, may i get an update.

Dear Danieltai,

I’ll be taking care of your complaint from now on. I’ll try my best to resolve it as soon as possible.

I would like to invite Vulkan.bet Casino to this conversation.

Dear Vulkan.bet Casino,

Can you please indicate the current status of Danieltai’s withdrawal?

hello @vulkan.bet,

may i get an update from your side? it's been almost a month.

Hello @CasinoGuru,

Is there anything that you can help with? This casino doesn't want to pay my winnings. The site is being advertised everywhere especially in the CSGO scene.

Dear Danieltai,

We are still trying to get in contact with the casino representative, but unfortunately, we have not received any response so far. I’m afraid that without cooperation on the casino’s part, we might not be able to help.

Hi @CasinoGuru,

what happens if the casino don't reply? do you have any way of contacting them?

Dear Danieltai,

All our attempts to contact the casino have been unsuccessful. Unfortunately, in case there’s no response from the casino in the following 7 days, we will have to close your complaint as ‘unresolved’, which will have a negative effect on the casino’s rating.

We would like to ask Vulkan.bet 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’.

hello @CasinoGuru,

Today my withdrawal request got cancelled without a reason. I waited for a month and they cancelled my request without a reason.

Thank you, Danieltai, for the update. Have you tried contacting the casino’s customer support and asking for an explanation?

yes, their respond was because my money got stucked in the "processing" status for way too long so they cancelled it and ask me to request a new one again lol. this site looks so sketchy, clearly they didn’t want to pay me.

Dear Danieltai,

Were you informed why the casino wasn’t able to process your withdrawal request? In addition, have you discussed the possibility of using an alternative payment method to process your withdrawal?

Dear Danieltai,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello all,

Sorry for such a late reply.

We've checked the player's account, currently there is zero on the account balance, and obviously no active/pending withdrawal requests.

Dear Danieltai

Please let us know if the issue still persists.

Thank you in advance!

Best regards

Thank you, Vulkan.bet Casino team, for the update.

Dear Danieltai,

Could you please update the status of your complaint? Thank you in advance for your reply.

Dear all,

As we still haven't received a confirmation from the player, we would like to ask the casino team to provide the player’s transaction history and/or other information that would prove the issue has been, in fact, resolved.

We would like to ask Vulkan.bet 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 this complaint as ‘Unresolved’.

Hello Andrej

Since the withdrawal requests were unsuccessful and returned to the gaming account, the player made several sports bets with this money and lost.

Do let us know if you'd like to see the sportsbets history.

Thank you in advance!

Kind regards

Thank you, Vulkan.bet Casino team, for clarifying.

Please send the screenshots from the relevant logs to andrej.p@casino.guru (or feel free to post them here).

Thank you, Vulkan.bet Casino, for providing the relevant proofs.

Dear all,

Based on the information provided by the casino representative in this thread as well as in a private conversation it’s clear that the issue regarding Danieltai’s withdrawals getting rejected was not caused by an error on the casino’s end. Thus, unfortunately, since Danieltai has played his remaining balance down to zero, we’re closing this complaint as ‘Rejected’.

Danieltai, I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.