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Good afternoon I have tried to withdraw my earnings more than two weeks ago, I performed KYC verification, and I have tried to withdraw in various ways in cards, by skrill but nothing has been possible, it says that it rejected it to be validated but when I enter to look why it was nothing is downloaded

Buenas tardes he tratado de retirar hace más de dos semanas mis ganancias, realicé verificación KYC, y he tratado de retirar de varias formas en tarjetas, por skrill pero nada ha sido posible dice que lo rechazó que se valide pero cuando ingreso a mirar porque fue no se descarga nada

Dear Tani,

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 received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past?

Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

If I have already done everything, it tells me that I have not sent the photo of the back of the card but I already sent it and they accepted it but they do not respond to emails. I made the first request on August 15, it still had not verified after verifying, I applied again and every time I request Some withdrawal at 2 hours they reject it, an email arrives that has a link to see why it was and it does not open, it does not download in any way.

Promotional offer do not use it and they give a few days and they take it away now I have is what I played with what I recharged

Si ya realice todo me dice que no he enviado la foto del respaldo de la tarjeta peroya lo envié y lo aceptaron pero no responden correos la primera solicitud la realice el 15 de agosto todavía no había verficado luego de verficar volví a solicitar y cada que solicito algun retiro a las 2 horas lo rechazan llega un correo que tiene un link para mirar porque motivo fue y no abre,no descarga de ninguna forma.

Oferta promocional no la utilice y dan unos días y la quitan ahora tengo es lo que jugué con lo que yo recargué

Thank you very much, Tani, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Tani,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Tani

Please kindly make a withdrawal request

Kind regards

Dear Tani

Can you please confirm the winnings have been received?

Kind regards

Dear Tani,

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

The player can reopen this complaint anytime.