Payment not being made

Hi there.

I hope you are well.

Vulkan Bet has been withholding a withdrawal since the 1st of October. The total amount is €1250.

My account is fully verified and I have had multiple withdrawals from them previously.

I have followed this up with them multiple times by email and live chat, only to be told things such as (I only ever receive responses through live chat):

"Thanks for waiting. I am sorry for any inconvenience. Our team is working on this and you are kindly requested to wait. Your understanding and patience are greatly appreciated.."

&

"To my regret, I am not able to clarify the time. It will be solved as soon as possible. I kindly ask you to wait."

I made a formal complaint yesterday by both live chat and email, but I have not yet had a response from email and I was asked to wait once again by live chat.

I have some attached screenshots of my attempts at correspondence with Vulkan.

Any help you could give would be much appreciated and please don't hesitate to ask if you need anything more from me.

Thank you.

According to Vulkan.bet terms and conditions withdrawals of up to 300 USD get processed in 1 day and up to 1500 USD get processed in up to 5 days.

On Sunday 5 days ago I submitted a withdrawal request for 3000 PLN (about 750 USD). After about 24 hours I got an email from them that for technical reasons they can only process withdrawals of up to 1000 PLN at the moment and I should instead submit multiple withdrawal requests of 1000 PLN and they would be expedited. I did just as they said and submitted 3 withdrawals for 1000 PLN each. After about another 24 hours one of the 3 new request showed up as processing while the 2 others still showed up as new. Next day that one got processed and I got a transfer in EURO that my bank credited as about 960 PLN.

Later that day one of the 2 remaining transactions still showed up as new however one of them has been cancelled by the casino. I didn't get any e-mail from them with any explanation as to why has my withdrawal got rejected. I only found out it has been after I logged into my account and clicked on payment history.

I contacted chat support to ask about why my withdrawal got rejected and was initially told that they submitted a request for clarification to financial department and I should contact them again in about an hour. That's what I did and was told that they haven't heard anything yet and should contact them again in 2-3 hours. That wend on for almost 2 days at which point they still didn't provide me with any more information and another one of my withdrawal requests that was supposed to be proceeded in 1 day as it was below 300 USD was still showing up as new after almost a week. At that point I was fed up with just being told to contact them again later and I stayed on chat with support agent for almost an hour trying to find out anything about either one of the transactions.

I didn't get much but one of the thing I was told regarding the withdrawal for 1000 PLN that was still showing up as new after almost a week was that they are counting 5 day from the time I had to resubmit it. So they cancelled my withdrawal twice, once citing technical difficulties on their side and once not providing any explanation at all and it looks like they can just keep doing that indefinitely. Something that also seems very sketchy is that customer support agents are very reluctant to send me any information through an email, always telling me to come back to chat support and ask again no matter how many times I ask for answers to be provided to me in an email.

Vulkan.bet also has a support email address but contacting them there results in no answer at all.

Dear Vulkan Bet team,

I hope this letter finds you well. I am writing to express my dissatisfaction and concern regarding the prolonged delay in the withdrawal process associated with my account. I value the services provided by uoi and have been a loyal customer. However, my recent experience has left me frustrated and disappointed.

I initiated a withdrawal request on 01.16.24 for the amount of 1500 INR and 6980 INR on 01.26.2024 and 1500 INR on 01.27.24, from my account. According to the standard procedures and expectations, I anticipated that the funds would be available within a reasonable time frame, typically within 3- 5 business days. However, as of today's date, 02.04.24, the withdrawal has not been processed, and the funds have not been credited to my designated account.