Vulkan Vegas Casino - El retiro del jugador no ha sido procesado.

Hello:

please i need help because i can't withdraw the money earned.

hola:

por favor necesito ayuda porque no puedo retirar el dinero ganado.

Dear Lourdes,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm you passed the KYC verification? Could you please clarify how much money you try to withdraw? You stated 0 PEN as the disputed amount.

Also, have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I already tried to perform the KYC verification but it does not allow me

ya intente realizar la verificacion de KYC pero no me permite

I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

kristina

1.- I have not made a withdrawal before

2.- enter the kyc verification and it does not allow me to enter what they request

3.- I try to withdraw 300 soles

4.- I have not contacted the casino yet.

kristina

1.- no he realizado retiro antes

2.- ingrese a la verificacion de kyc y no me permite ingresar lo que solicitan

3.- intento retirar 300 soles

4.- no me he puesto en contacto con el casino todavia.

Dear Lourdes

Sorry you've faced issues at Vulkanvegas.

In order to assist you, would you kindly provide the email address that you are registered with or a player ID?

I would also strongly suggest you contact live support of the casino.

Kind regards

Dear Lourdes

I am sorry, but can you specify at what casino do you play? Because such user is not found. Maybe you could share your player ID? (Navigate to profile-->personal details-->player ID).

Thank you in advance!

Kind regards

Dear Lourdes

In order to complete the withdrawal, we kindly ask you to provide documents to fulfill KYC requirements.

At least 3 e-mails have been sent with an appropriate request, and yet not a single document was provided. Are you having any troubles with providing the documents?

Also, it's prohibited to open more than one account, thus your second account is locked.

Thank you in advance for cooperation.

Best regards

Dear Lourdes,

Have you provided all the necessary documents? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Lourdes

You have not provided any documents, except for the ID card from the message above. Also you have 0 (zero) on your balance.

Kind regards

I really do not want any help anymore, it seems like a terrible scam because more is what they turn to the problem without solving it.

De verdad ya no deseo ninguna ayuda, me parece una terrible estafa por que más es lo que dan vueltas al problema sin solucionarlo.

Lourdes, the casino clearly tried to help you, and it is not its fault that you didn't provide all the necessary documents. Since your balance is zero and you don't want to proceed with this complaint, we decided to reject the case.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.