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In October, I had 2 winnings of €500 each.

After an endlessly long processing time, €1000 was returned to my player account. I immediately requested a withdrawal of this amount, and since November 4th, I have been waiting for the €1000. Meanwhile, I have won another €500, but nothing has been paid out, and every time I contact support, I get the same message about problems with the payment provider bank transfer, blah blah blah.

Ich hatte im Oktober 2 Gewinne mit 500€.

nach unendlich langer Bearbeitungszeit wurden mir 1000€ auf mein Spielerkonto zurückgezahlt. Ich habe diese dann direkt wieder zur Auszahlung gegeben, seit nun 4.11. warte ich auf die 1000€. Mittlerweile habe ich noch einmal 500€ gewonnen, bisher wurde nichts ausbezahlt und im Support bekommt man jedesmal das selbe zu lesen, Probleme mit dem auszahlungsanbieter Banktransfer blablabla.

Dear ChrisMei,

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 unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Today the amount of 1000€ was refunded to my player account, for the 2nd time within 4 weeks!!

I will probably have the €500 that is still being paid out back in my account soon!

Heute wurde mir der Betrag von 1000€ wieder auf mein Spielerkonto zurück erstattet, zum 2. Mal innerhalb von 4 Wochen!!

Die auch noch in der Auszahlung befindlichen 500€ werde ich Wahrscheinlich auch bald wieder auf meinem Account haben!

Dear ChrisMei,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, there is still no movement in the whole story. When I asked again in the VulkanVegas chat, I was put off again! I should wait, the money is out for payment, I have to be patient! But I have been patient for weeks! As I already wrote, I have been waiting for my money since the beginning of October!

Leider gibt es noch keine Bewegung in der ganzen Geschichte, auf meine erneute Anfrage im Chat von VulkanVegas wurde ich wieder vertröstet! Ich soll warten, das Geld sei zur Auszahlung raus, ich muss mich gedulden! Ich gedulde mich aber seit Wochen! Wie schon geschrieben warte ich seit Anfang Oktober auf mein Geld!

Dear ChrisMei

Please kindly confirm the winnings were received.

Kind regards

The amounts were declared as paid out, but there was no money in my bank account yet!

Die Beträge wurden als Ausbezahlt deklariert, aber auf meinem Bankkonto gab es noch keinen Eingang!

Dear ChrisMei

Can you please double-check your back account once again?

Kind regards

In fact, the money has now been transferred!

Thanks

Tatsächlich wurde das Geld mittlerweile überwiesen!

Danke

Dear ChrisMei, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru