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VulkanVegas Casino - Delayed Withdrawal over a week now

RESOLVED

Complaint Info

Disputed casino

VulkanVegas Casino

Amount

$ 800

Posted on June 14, 2024

Transaction ID - f66d59­5a-­4c6­a-4­611­-84­68-­113­9a3­9e64da
User ID - 57256058

I put in a request to withdraw $800NZD on the 06/06/2024, I am still waiting for this money to be processed. I have contacted the support multiple times and never get any positive result. It should not take this long for a payment to be processed.

The delays on withdrawal processing is well documented on AskGamblers with a plethora of previous complaints. This is the biggest worse thing about Vulkan Vegas.

Posted on June 14, 2024

Dear BRODES123
Thank you for your complaint.
The transaction was approved by the casino in a timely manner. The money was deducted from the account balance and "left" the casino. It is now being processed by the external PSP. Unfortunately, we cannot influence the speed of money clearance.

Your patience is appreciated.

Regards

Posted on June 14, 2024

Hi Vulkan Vegas,

That's not really good enough, you could reach out to the external PSP to see what the delay is and advise of an actual timeframe. I still have not received anything.

Your support stated that the external PSP can take up to 5 days, it has been longer then this now so there is clearly an issue that we need to resolve.

Posted on June 14, 2024

Dear BRODES123
We are already contacting their support as we speak here.
Will do our very best to speed up the process.

Kind regards

Posted on June 14, 2024

Thank you kindly, that's all I have asked for with your support team before having to raise this complaint. I understand delays happen, I just want to know the issue and an expected timeframe instead of getting generic responses. As I'm sure you can understand, having a withdrawal being so slow is not a very good experience.

Posted on June 17, 2024

Hi Team,

Is there any update for this? I will note it's been 3 further days, still no payment received and no clarification on expected time frame of the delay.

Regards

Posted on June 17, 2024

Dear BRODES123
We are also waiting for their investigation and response.
As soon as we get an answer - we will notify you.

Regards

Posted on June 17, 2024

OK thank you

Posted on June 17, 2024

I just checked my VulkanVegas account and the funds have been placed back into it. Can you please advise why this has happened? If I put in another withdrawal request am I going to all these issues again?

Posted on June 17, 2024

I have put in a request again for $800NZD, I would appreciate if this withdrawal can be processed with no issues.

Thank you kindly

Posted on June 17, 2024

This can now be closed. The second withdrawal was done within 30 minutes, I would love it if this could be the standard processing as it is a much better experience then what I have just gone through.

Thank you