Vulkan Vegas Casino - El jugador afirma que el pago se ha retrasado.

I'm trying to withdraw 2402.00 it's been two weeks I've validated the KYC and they always give the answer to wait and they never resolve and then they reject the withdrawal now I tried again and I've been waiting since 08/26 for a withdrawal of 402.00 since the 27/ 08 two withdrawals of 1000

Estou tentando sacar 2402,00 já fazem duas semanas já validei a KYC e sempre dão a resposta para aguardar e nunca resolvem e depois rejeitam a retirada agora tentei novamente e estou aguardando desde 26/08 uma retirada de 402,00 desde do dia 27/08 dois saques de 1000

Dear RCMartins,

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

In your regulation 8.13 it is written that the Withdrawal takes place between 5 minutes and 12 hours, not exceeding 2 working days and not 14 days

No regulamento 8.13 de vocês está escrito que o Saque ocorre entre 5 minutos a 12 horas não superior a 2 dias úteis e não 14 dias

Dear RCMartins

Please kindly refer to the T&Cs of the casino:

"8.13. For the players who successfully completed KYC check, a withdrawal amount of up to 500 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays."

As per our records, all the winnings have been paid out.

Kind regards

Dear RCMartins,

Have you received your withdrawal from the casino yet?

Dear RCMartins,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.