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A week ago, I won €1000 on the Vulkanvegas website and requested a withdrawal. A week has passed since then, and I haven't received any payment. When I inquired, I was told the money had been automatically released and transferred to an external payment provider. When I asked about the withdrawal date, I was assured that the money had been released on their end. Where am I supposed to get my money? I've been waiting a week for the withdrawal; when will I finally receive it? There is no fixed withdrawal date.

Vor einer Woche habe ich 1000 Euro auf der Seite Vulkanvegas gewonnen und eine Auszahlung beantragt. Seitdem ist eine Woche vergangen, und ich habe noch keine Zahlung erhalten. Auf Nachfrage hieß es, das Geld sei automatisch freigegeben und an einen externen Zahlungsdienstleister überwiesen worden. Als ich nach dem Auszahlungstermin fragte, wurde mir versichert, dass das Geld von ihrer Seite freigegeben worden sei. Wo soll ich denn nun mein Geld bekommen? Ich warte nun schon eine Woche auf die Auszahlung; wann erhalte ich sie endlich? Es gibt kein festes Auszahlungsdatum.

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Hello,

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,

Attila

Dear Wolfieg10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru