Vulkan Vegas Casino - El retiro del jugador se ha retrasado.

Good night, I have been trying to raise money for two weeks, I have my data validated on the website but they still reject me withdrawals and even online support can't help me? I have already emailed the complaint and they do not give me a direct answer. It is becoming a little frustrating.

Boa noite, há duas semanas que tento levantar dinheiro, tenho no site os meus dados validados mas continuam a rejeitar me os levantamentos e nem o suporte online consegue ajudar-me? Já enviei por email a reclamação e não me dão nenhuma resposta directa. Esta a tornar se um pouco frustrante.

Dear Filipa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed account verification successfully in the past? Have you received any funds previously or this were your first withdrawal request?

Do I understand it correctly that the payment is still pending inside your account without being processed?

Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Filipa,

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.

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

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"Good evening,

I hereby expose the following situation: I made a deposit of € 10 at Vukan Vegas. I proceeded to the verification that I was asked for, I sent all the documents that asked me to validate the account and I was never able to withdraw the money I earned for what, I consider this to be a fraud. As I submitted a complaint to you previously (on 10/26), vulkan vegas blocked my access to the site which in itself shows its doubtful character and the way it proceeds is not the most correct. I need you to help me resolve this situation.

Regards,

Filipa F***"

Thank you very much, Filipa, for getting back to us. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Filipa,

I’m sorry to hear about your negative experience with Vulkan Vegas Casino. I will try my best to resolve your case as soon as possible.

I would like to ask Vulkan Vegas Casino to comment on Filipa’s complaint. 

Thank you, Vulkan Vegas Casino, for your response.

Dear Filipa,

I would like to kindly ask you to comment on the casino’s reply.

Dear Filipa,

We are extending the timer by 7 days. Please note that in case you fail to reply in the given time frame, we will have to reject your complaint.

Thank you, Filipa, for clarifying.

I’d like to kindly ask Vulkan Vegas Casino to respond to Filipa’s reply. 

Dear Filipa,

I believe we've clarified the reason your account got temporary blocked (2+ accounts at VulkanVegas)

On the other hand we see that it wasn't done intentionally, thus you may now access your account and continue playing/withdraw your winnings.

Kind regards

Thank you, Vulkan Vegas Casino, for your reply and for your understanding.

Dear Filipa,

Could you please confirm that you have full access to your gaming account and to your winnings?

Good Morning,

I inform you that I can now access the vulkan vegas website. However, I ask that you do not close the complaint yet, despite having all my documents validated at the kyc verification of the vulkan vegas website, I made two withdrawal requests that are pending. Bearing in mind that, previously I had all the documents validated and even so I was unable to withdraw the money I had spent and invested on this site. I hope you wait so that I can check if I really have the situation resolved as I will not continue to deposit money on this site to play until I verify that the site is trustworthy and that they let me make withdrawals without any embarrassment.

Bom dia,

Informo que já consigo aceder ao site vulkan vegas. Porém peço que ainda não fechem a reclamação pois apesar de, ter todos os meus documentos validados no kyc verification do site do vulkan vegas realizei dois pedidos de saque que se encontram pendentes. Tendo em conta que, anteriormente tinha todos os documentos validados e mesmo assim não conseguia fazer os saques do dinheiro que tinha gasto e investido neste site. Espero que aguardem para que eu possa verificar se realmente tenha a situação resolvida pois não irei continuar a depositar dinheiro neste site para jogar enquanto não verificar que o site é fidedigno e que me deixam fazer os saques sem qualquer constrangimento.

Dear Filipa,

Can't really understand your frustration. But anyhow, I hereby confirm there is no issue with KYC,it's all complete.

I would recommend using BankTransfer for withdrawal though.

Kind regards

Dear Filipa,

Thank you for confirming. Of course, we’ll gladly assist you until you consider this issue resolved. Please let us know once there’s any progress regarding your case.

Thank you, Vulkan Vegas Casino, for your cooperation.

Good Morning,

I tried to withdraw by Bank transfer and two more methods and I still cannot withdraw. It is rejected. It is normal that you are still frustrated with your services. If I have KYC Verification with everything complete, please explain to me why you continue to reject withdrawals? Thanks

Bom dia,

Tentei fazer o saque por Bank transfer e por mais dois métodos e continuo sem conseguir fazer o saque. Dá como rejeitado. É normal que ainda continue frustrada com os vossos serviços. Se tenho KYC Verification com tudo completo expliquem-me qual é o motivo para continuarem a rejeitarem os saques? Obrigada

Please speak to support re the rejections.

Kind regards

Good Morning,

I'm sorry I didn't understand the answer. Where do I have to talk to? To solve this problem. Thanks

Bom dia,

Peço desculpa não entendi a resposta. Tenho que falar para onde? Para resolver este problema. Obrigada

Please speak to our live support on the site

Kind regards

Evening,

Please kindly make a withdrawal request via Bank Transfer once again. Should be fine now.

Sorry for inconveniences.

Kind regards

Good afternoon,

I made the withdrawal request again by Bank Transfer. Wait

Boa tarde,

Voltei a realizar o pedido de saque mais uma vez por Bank Transfer. A aguardar

Dear Filipa,

Thank you for the update. Please keep us posted.

Hello,

I clearly do not understand why the player does not make withdrawal requests...

Or makes ones and then - cancels them ((

Dear Filipa, can you please clarify ?

We are very looking forward to resolving this issue

Kind regards

Good Morning,

I did not cancel any withdrawals. I don't even know how to cancel withdrawal requests. On the contrary, I placed some orders that were canceled.

Bom dia,

Eu não fiz nenhum cancelamento de nenhum saque. Nem sei como se cancela os pedidos de saque. Pelo contrário, fiz alguns pedidos que foram cancelados.

Please kindly make a withdrawal request, so we can resolve your complaint ASAP.

Thanks

Good morning,

I've already made the withdrawal request. Can confirm? Thanks

Bom dia,

Já fiz o pedido de saque. Pode confirmar? Obrigada

Dear Player

Please kindly make the withdrawal request amounting 400 euros (the remaining amount) via bank transfer and do not cancel it.

Thank you!

Regards

Good morning, but how can I cancel an order if I don't know how to cancel it? Today I will try to make the withdrawal and I will inform you as soon as I do.

Bom dia, mas como posso cancelar um pedido se não sei como se cancela? Irei hoje tentar fazer o saque e informo-vos logo que faça.

Good afternoon,

On February 17, 2021 I made two withdrawals with a total value of € 400. They have already transferred 200 € but the other 200 € is missing and the payment history shows the status of the withdrawal status "in progress". Can you check this situation please?

Muito boa tarde,

No dia 17-02-2021 fiz dois saques no valor total de 400€. Já transferiram 200€ mas falta os outros 200€ e no histórico de pagamentos aparece a informação do estado do saque "in progress". Podem verificar esta situação por favor?

Dear Player,

The "normal" timeframe for bank-transfer to get delivered to the player's bank account is from 1 to 7 working days. It all depends on your bank.

Kind regards

Dear Filipa,

I’d like to kindly ask you to wait a few more days for the withdrawal request to be processed. I’m setting the timer for 7 days. Please let us know once you receive the payment, or if there are any new developments regarding your case.

I just found it strange because I made two withdrawal requests on the same day and one was immediately deposited in my account, the other is not yet. But I will be waiting. Thanks

Só achei estranho porque fiz dois pedidos de saque no mesmo dia e um foi logo depositado na minha conta, o outro é que ainda não. Mas irei ficar a aguardar. Obrigada

Dear Filipa,

Please kindly confirm all the winnings have been received, so that Casino Guru can close the complaint.

Thanks

Dear Filipa,

We are extending the timer by 7 days. Please kindly note that in case you do not confirm that you have received your winnings, we will have to reject your complaint.

Good afternoon,

Previous withdrawal requests have already received successfully. However, I have already made two more withdrawal requests, which are pending. I ask you to check that everything is fine. Thanks

Boa tarde,

Os pedidos anteriores de saques já recebi com sucesso. Porém já fiz mais dois pedidos de saque, os quais se encontram pendentes. Peço que verifiquem se está tudo bem. Obrigada

Dear Filipa,

Thank you for confirming.

Dear Vulkan Vegas Casino,

Could you please inform us of the status of Filipa’s new withdrawal requests?

Hi!

The requests were confirmed in 30 minutes after creating and are currently being processed on the bank's side.

No new withdrawal requests atm

Regards

Thank you, Vulkan Vegas Casino, for clarifying.

Dear Filipa,

I’m setting the timer for 7 days. Please let us know once you’ve received the payments.

Dear Filipa,

Could you please inform us whether you have received the payments? 

Good morning, I received almost all payments except one worth 55 €

Bom dia, recebi quase todos os pagamentos menos um no valor de 55€

Thank you, Filipa, for the update.

Have you tried contacting the casino’s customer support and asking for more details about the current status of the payment?

Hello,

The payment provider assures us, the money should be delivered to the player's bank account today-tomorrow.

Kind regards

Thank you, Vulkan Vegas Casino, for the clarification.

Dear Filipa,

I’d like to kindly ask you to allow a little more time for the payment to reach your bank account and let us know once it has been received.

Dear Filipa,

Please confirm the money has been received.

Regards

Dear Filipa,

Have you received the last payment? I’m extending the timer by 7 days.

Dear all,

Since Filipa’s original query was successfully resolved and since there is no reason to believe that her recent withdrawal request would have not been honored by the casino, we will now mark this complaint as ‘resolved’ in our system.

Dear Filipa,

Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru