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I've been trying to make a withdrawal for days now and there's always an obstacle. I've been playing on the platform for a long time and this is the first time I've attempted to cash out. I've met all the requirements but nothing seems to get resolved.

Já faz dias que estou tentando saque e sempre tem um impedimento, jogo na plataforma a muito tempo e essa é a primeira vez que tento sacar, já cumpriu todos os requisitos e nada de resolver.

Dear wavgenczak,

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. Could you please clarify what type of obstacles you have been experiencing? Have you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

It doesn't make sense what you're saying, the CPF is the same, you guys who are defrauding the winnings, all my data is the same and I always bet clean and now on the first withdrawal you don't pay.

Não tem sentido o que estão dizendo, o CPF e o mesmo, vcs que estão fraudando os ganhos, todos os dados meus são os mesmos e sempre apostei limpo e agora no primeiro saque vcs não pagam.

I checked my data and found that the casino was aware of the duplicated account and only the email is different because it logs automatically through google and even so it allowed making deposits without contesting anything, and only in the withdrawal request even after confirming all data was denied and blocked, it would be the fairest minimum to pay the premium, seeing that I have already placed several bets over the months and was never questioned about anything regarding the account, all other clauses and terms harm the consumer, and it was negligence of the casino in not verifying the account and warning the gambler to cancel one of the quotas, but instead he accepted leaving the accounts open deliberately allowed and I did not win the prize with any bonus. I want you to activate my account and make my withdrawal available.

Verifiquei os meus dados e constatei que o cassino estava ciente da conta duplicada sendo que o apenas o e-mail é diferente pois faz log automatico pelo google e mesmo assim permitiu fazer depósitos sem constestar nada, e somente no pedido de saque mesmo apos ter confirmado todos os dados foi negado e bloqueado, seria o minimo justo pagar o premio, vendo que ja fiz varias apostas ao longo dos meses e nunca foi questionada de nada ref a conta, todas as outras clausulas e termos prejudicam o consumidor, sendo que foi negligencia do cassino em não verificar a conta e advertir o apostador para que anulasse umas das cotas, mas ao inves disso ficou aceitando deixando as contas abertas deliberadamente permitidas e não ganhei o premio com bônus nenhum. quero que ative minha conta e disponibilize meu saque.

Hello everyone,

Thank you both for your replies.

wavgenczak, do I understand correctly that you indeed created and actively used more than one account?

Two accounts were not created, the casino has the login available on account of google without confirming any data and for this reason several players have this problem, it happens that I did the login and it did not ask for anything to confirm I thought it was blocked from the same account because I I only have one CPF and not two.

Não foi criada duas contas, o cassino tem disponivel o loguim por conta do google sem confirmar dados nenhum e por esse motivo varios apostadores tem esse problema, acontece que fiz o loguim e não solicitou nada de confirmação achei que se travava da mesma conta pois eu so tenho um CPF e não dois.

So you did use two different accounts by logging in with two email addresses. Is that correct?

Logged in with different google accounts yes, because the ease that vulkan vegas allows to do this with the accounts is incredible, the account created for me and when you put all your data inside the platform and create an access password, and because now the platform offers me to unlock the account but for that I have to give up my earnings? You can close the complaint because I don't want anything from this bookmaker, I'm not going to give them more money and then be made a clown.

Logado com conta do google diferentes sim, porque a facilidade que a vulkan vegas permite de fazer isso com as conta e incrível, conta criada pra mim e quando vc coloca todos seus dados dentro da plataforma e cria uma senha de acesso, e porque agora a plataforma me oferece o desbloqueio da conta mas pra isso tenho que abrir mão dos meus ganhos? Pode encerrar a reclamação porque não quero nada dessa casa de aposta, não vou dar mais dinheiro pra eles e depois ser feita de palhaça.

I apologize, but if you created and played with two different accounts, there is nothing we can do even if it was by accident. You were well aware of this fact for sure, as I am certain that both accounts must have had different balances.

Since you also expressed you are no longer interested in proceeding with this complaint, I will now close it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.