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Good day

I have tried to withdraw part of my balance, I have sent mail to support and requested support through the chat in relation to making the withdrawal by bank transfer since it is not specific to me what they mean by "Enter Document ID". Is it in relation to the bank, my official identification? If so, what information is precisely what I have to add.

Buen día

He tratado de realizar retiro de parte de mi saldo, he mandando correo a support y solicitado apoyo por medio del chat en relación para hacer el retiro mediante transferencia bancaria ya que no se me es específico a que se refieren con "Enter Document ID" ¿es en relación al banco, mi identificación oficial?, si es así que información precisamente es la que tengo que agregar.

Dear Jesús Roberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have uploaded the documents that the casino asks for, ID, bank card, as well as selfies with both, proof of address, and proof of transfer, all with a green check mark, it still says unsuccesful payments.

He subido los documentos que pide el casino, ID, tarjeta bancaria, así como selfies con ambas, comprobante de domicilio, y prueba de transferencia, todo con palomita verde, aún así dice unsuccesful payments.

Dear Jesús Roberto

Your account is fully verified, please kindly make a withdrawal request. If you are getting an error during the request, please provide me with the screenshot.

Thank you in advance!

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your asistance.

Dear Jesús Roberto,

Please request a withdrawal and keep us updated. Looking forward to hearing from you.

Thank you very much, Jesús Roberto, for your reply. As the problem remains I will now transfer your complaint to my colleague Tomas 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.

I was able to withdraw the balance in my favor, I did it by bank transfer Mexico, put in "enter document ID" the data referring to the previous part of my INE where it begins with "IDMEX" .... In case some other users in Mexico They come to have the doubt that is the answer, the same day of the request the transfer was made.

Ya pude retirar el saldo a mi favor, lo hice por transferencia bancaria México, coloque en "enter document ID" los datos referentes a la parte anterior de mi INE dónde empieza con "IDMEX".... Por si algunos otros usuarios de México llegan a tener la duda esa es la respuesta, el mismo día de la solicitud se realizó la transferencia.

Hello Jesús Roberto!

I will take care of your complaint from now on. Do I understand correctly that your withdrawal has been processed? Have you received your winnings? 

Hello everyone,

I've checked the account, the withdrawal request was successfully finished on 02.10.2021 20:19:36 (UTC) via bank transfer.

Dear Jesús Roberto, does the issue still persist?

Thank you in advance!

Best regards

The withdrawal has already been made between October 1 and 2, I have already received the profits, thank you very much.

It was through bank transfer.

Ya se hizo el retiro entre el 1ro y 2 de octubre, ya he recibido las ganancias, muchas gracias.

Fue a través de transferencia bancaria.

Awesome news, Jesús Roberto! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.