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Game the game is already a month old. And I came to try to withdraw my Balance this week .and I am not able to make the withdrawal. Incomplete status appears and then rejects. That's the 8 days I try. What can I do? It's been 2 days since I sent my documentation that on the casino's website I asked to stop checking the account but nothing else appears. I try to make the withdrawal and I can't get any. I also can't talk to the support about the number they give on the website I didn't see.

Jogo o jogo já tem um mês. E vim tentar sacar meu Saldo essa semana .e não estou conseguindo fazer a retirada. Aparece status incompleto e depois rejeita. Isso a 8 dias que tento. O que posso fazer? Tem 2 dias que eu mandei minha documentações que no site do casino pedi parar verificação da conta mas não aparece mais nada. Tento fazer o saque e não consigo de nenhum. Também não consigo falar com o suporte o número que eles dão lá no site não via.

Dear Andressa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC account verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days to complete this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Meanwhile, could you please advise how much is the disputed amount?

Looking forward to hearing from you.

Best regards,

Petronela

Dear Andressa,

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.

THEN UNTIL AGR CANNOT MAKE THE WITHDRAWAL OF MY MONEY, I AM IN THE WAIT OF THE 14 DAYS TO SEE.

I ALREADY SENT THE PHOTOS OF THE DOCUMENTS AND ATE AGR ND!

ENTAO ATE AGR NAO CONSEGUIR FAZER A RETIRADA DO MEU DINHEIO, ESTOU NO AGUARDO DOS 14 DIAS PRA VER.

JA ENVIEI AS FOTOS DOS DOCUMENTOS E ATE AGR ND !

Could you please advise how much is the disputed amount?

1,600 BRL, please?

That!!

Every day I try to make the withdrawal and na, they reject I need the money very urgently.

Isso!!

Todos os dias eu ando tentando fazer o saque e nd , eles rejeitam eu estou precisando do dinheiro com muita urgência.

Dear Andressa

Please check your e-mail, our support has sent the request once again re the missing documents.

Kind regards

Right!

I'll take a look!

Certo!

Vou dar uma olhada!

I had already sent the documents, but they are all in English. It is difficult, because I had to be translating.

Does the email you sent me follow the order for the game? Because it is easier to redo!

Eu já tinha Enviado os documentos, porém estão todos em Inglês Fica Difícil, pq tive q ficar traduzindo.

O e-mail q vc me mandou segue a ordem pelo jogo?? Pq assm fica mais fácil deu refazer!

I'm sorry, Andressa, but I'm afraid I didn't understand completely. Have you sent all the required personal documents to complete your account verification? Thank you in advance for your reply.

Yes, I sent it more than 15 days ago, but I will send it again, it may have been something I have been sending wrong!

Sim , há enviei tem mais de 15 dias já, mais irei enviar novamente , pode ter sido algo q eu tenho mandando errado!

I really need that money ..

To precisando muito desse dinheiro..

I already sent the photos of the documents ... I hope it works now.

Já enviei as fotos dos documentos... espero q agora der certo.

Thank you, Andressa.

Dear Vulkan Vegas Casino team,

Please let us know if any additional documents are needed. Thank you very much in advance for your assistance.

Dear Andressa

The KYC check is complete. Please kindly make a withdrawal request.

Kind regards

Great news 🙂 Thank you, Vulkan Vegas Casino team, for your confirmation.

Dear Andressa,

Please proceed with your withdrawal request and keep me informed.

Hi..

Ok going to do agr withdrawal.

And keep informed

Olá..

Ok indo Fazer agr a retirada.

E mantenho informado

Thank you very much...

Thank you to get it, I really needed this money .. Thanks msm for the support and attention!

Muitoo Obrigado...

Agr conseguir, tava precisando muito desse dinheiro.. Obrigado msm pelo suporte e atenção!

Hey,

According to our records you should have received the money. Would you please confirm?

Thanks in advance!

Yes, I already received

Sim, Já Recebi

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Andressa, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru