Vulkan Vegas Casino - プレイヤーが賞金を受け取れずにいます。

I am requesting to withdraw the money I have won since 28 July 2022 and it has always been rejected.

I sent an email to [email protected] and they asked me for documents that they already had in their possession as it is not the first withdrawal I have requested. But even so I sent new documents and they do not make the respective resolution, they keep in "incomplete" state.

I can access my account, I see the status of the transaction but the problem is not resolved.

I was asking if you could help me to resolve this situation.

Gratitude

Fatima C***

Estou a solicitar o saque do dinheiro que ganhei desde 28 Julho 2022 e foi sempre rejeitado.

Mandei um email para o [email protected] e eles pediram-me documentos que já tinham em posse deles pois não é o primeiro saque que solicito. Mas mesmo assim enviei novos documentos e eles não fazem a respetiva resolução , mantêm em estado " incompleto".

Eu consigo aceder à minha conta, vejo o estado da transação mas não me resolvem o problema.

Pedia por favor se me ajudassem a conseguir a resolver esta situação.

Gratidão

Fatima C***

Dear TUCHA1973,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello TUCHA1973

According to our records the winning amounting 1000 EUR was received by you at 06.08.2022 15:01:41 (UTC)

The second (remaining) request was approved by the casino today.

Kind regards

Hello,

According to our records, the player has already received all the winnings.

Dear TUCHA1973,

Can you please confirm?

Kind regards

Good afternoon,

Thanks to you, I have already received the two amounts claimed... gratitude.

Now I have a small amount to receive (€250) but it is very recent.

Compliments

Maria Fatima C***

Boa tarde,

Graças a vocês já recebi os dois montantes reclamados.. gratidão.

Agora tenho um valor pequeno para receber ( 250€) mas é muito recente.

Cumprimentos

Maria Fátima C***

Hello everyone,

Thank you both very much for your cooperation.

TUCHA1973, I am happy to hear that you have already received your previous winnings. Hopefully, your new withdrawal will be processed very soon. Please let me know as soon as you receive the last payment. Thank you in advance.

You are the best !

I've already received all pending withdrawals, if you didn't exist I don't know what it would be like...

I sincerely thank you for all your efforts.

Thank you so much 🙏

Vocês são os melhores !

Já recebi todos os saques pendentes, se vocês não existissem não sei como seria…

Agradeço de coração todo o vosso empenho.

Muito obrigada 🙏

Awesome news, TUCHA1973. 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.