Vulkan Vegas Casino - Spelaren kämpar för att dra tillbaka sina vinster.

Dear Rafael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the KYC account verification successfully in the past? Please understand, without verifying your account, you won’t be entitled for any withdrawals. Which payment method you have opted for and did you try to communicate this issue with the casino? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon. I put the photos you asked for in KYC but I still don't know if they have already been accepted, I don't know.

I already tried 2 ways to make the withdrawal, one by Skrill, and another by associating the ATM card. And I'm still waiting

Boa tarde. Eu meti as fotos que pediram no KYC mas ainda não sei se já foram aceites, não consigo saber.

Eu já tentei de 2maneiras fazer o levantamento, uma por Skrill, e outra associando o cartão de multibanco. E continuo à espera

I would like you to give me some information soon, as I cannot understand the delay ... I do not know if it is any technical problem on your part, or on my part. But without answers I cannot know. Please confirm that the KYC is valid. And briefly the problem of raising

Gostaria que me dessem alguma informação brevemente, pois não consigo entender a demora... não sei se é algum problema técnico vosso, ou da minha parte. Mas sem respostas não consigo saber. Por favor confirmem se o KYC está válido. E brevemente o problema do levantamento

Dear Rafael,

Thank you very much for your quick reply. I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem. Could you please advise how many days ago you have started the verification process and requested your withdrawal? Thank you in advance for your reply.

I made the withdrawal request to 1day

Fiz o pedido de levantamento à 1dia

Excuse me, 1 day ago, meaning 20th of May?

Yes. I made the withdrawal request yesterday. But I would like to know how long it normally takes through withdrawal to the card. If you could tell me I would like to thank you so I would be more rested

Sim. Fiz o pedido de levantamento ontem. Mas gostava de saber quanto tempo é que normalmente demoram através de levantamento para o cartão. Se me pudesse dizer agradecia, assim já ficava mais descansado

Dear Rafael,

Please understand that completing KYC account verification might take few working days. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by the end of next week, please, let us know and we will try to help you. I will set the timer for 7 days and wait for your update patiently. Thank you for your understanding.

Thank you. I will wait until next week

Obrigado. Eu esperarei até à próxima semana

Thank you for your patience.

When the survey status shows "incomplete" does it mean that it is in the right process?

Quando no status de levantamento aparece "incompleto" significa que está em processo certo?

Dear Rafael,

"Incomplete" means that you haven’t finished your account verification. As I mentioned earlier, without verifying your account, you won’t be entitled for any withdrawals. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Thank you.

how can i contact the casino? Since I don't have the contact or email.

como é que eu posso entrar em contacto com o cassino? Visto que não tenho o contacto ou o email.

We are a family owned and operated business. If you create another account with my data, there will be a problem? Since I joined now through Facebook

Se criar outra conta com os meus dados, haverá algum problema? Visto que eu entrei agora através do Facebook

We can help you to contact the casino, but, before we do so, could you please advise how is your last reply related to the problem? 

Good Morning. Today I entered the casino website and the status is already "success" and the balance was no longer there. It means that I will already receive the withdrawal money in my account

Bom dia. Hoje entrei no site do casino e no status já se encontra "sucess" e o saldo já não tinha la o levantamento. Significa que já vou receber o dinheiro do levantamento na minha conta

But it takes 2 days to be available in my account right?

Mas demora 2dias para estar disponível na minha conta certo?

Dear Rafael,

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. However, I will be waiting for your update patiently. I truly believe it’s only a matter of time before you’ll receive your withdrawal. 

Good afternoon. Situation resolved. Thanks. It was just a matter of time

Boa tarde. Situação resolvida. Obrigada. Foi só uma questão de tenpo

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Rafael for your cooperation and 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.