Vulkan Vegas Casino - 選手の退会が遅れました。

Hi, I sent some documents at vulkan Vegas casino and made a withdrawal request on the 24th, and it still hasn't hit the account, and my verification is still under review. Can you help me please?

Olá, eu enviei alguns documentos no cassino vulkan Vegas e fiz uma solicitação de saque dia 24, e ainda não caiu na conta, e minha verificação ainda está em revisão. Pode me ajudar por favor?

Dear netweb080,

Thank you very much for submitting your complaint. I’m 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.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

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 then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear netweb080

We are kindly asking you to complete the KYC procedure.

Please double-check your e-mail, the instructions have been sent.

Kind regards

Thank you, Vulkan Vegas Casino team, for the clarification.

Dear netweb080,

Please complete the KYC account verification and kindly, keep me updated about any further developments.

Good morning, I completed KYC on the account yesterday, but I'm still not verified. What can I be doing?

Bom dia, eu completei ontem o KYC na conta, mas ainda não estou verificado. O que eu posso estar fazendo?

All KYC documents are approved. But I'm not verified yet.

Todos os documentos KYC estão aprovados. Mas ainda não estou verificado

Dear Vulkan Vegas Casino team,

Is there anything else needed from the player, please?

I'm verified, now I'm waiting for the withdrawal to land in my account!

Estou verificado, agora estou com esperando o saque cair na minha conta!

Hello,

According to our records, all the withdrawal requests via PIX were successfully withdrawn.

The remaining 100 brl via bank transfer will take up to 7 bank days.

Kind regards

Perfect news. Thank you very much, Vulkan Vegas Casino team, for the update.

Dear netweb080,

Could you please confirm as soon as you receive all your winnings? Looking forward to hearing from you.

Dear netweb080,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.