Vulkan Vegas Casino - Player believes that their withdrawal has been delayed.

I'm having a lot of trouble with ID verification. I sent them everything they requested, and they also asked for a WebPay voucher. The voucher was sent (I paid through OnePay) and it shows my debit card, the money sent, and it says WebPay. And they still reject it and won't give me my money. I've sent them everything, explaining that there was even a time change in Chile, and nothing.

Please I need help.

Dear matolorian,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear matolorian

Please kindly refer to the latest e-mail that was sent by the support.

Regards

The problem is not that, the problem is that I have uploaded the voucher for the transfer I made 5 times and they keep denying it, even though everything they asked for appears. They keep asking me for the Webpay receipt, even though I have told them on multiple occasions to pay through OnePay, which is the one that makes the WebPay connection and where the receipt clearly shows the transaction to WebPay, along with the time and my debit card associated with the account. I still have not started the withdrawal of funds because they keep asking me for something that I have already sent. If you stop to look at the voucher I sent them, the transfer they are asking for clearly appears. Clearly, they are obstacles from the casino in wanting to send the money. Please I need your help in this case, I need MY money urgently and from what I have read on this same page it is a recurring problem with this casino .... I attach again the voucher where the

Also, why don't they put up the same obstacles when transferring? Or do they tell you internally that you need a WebPay voucher, which is practically impossible... WebPay doesn't have customer service, and even though I've explained to them on numerous occasions that in Chile you can pay through OnePay, and that's the receipt they gave me where the WebPay symbol clearly appears, knowing that's the transfer that was sent to them. So is this a practice to not give you the money? Even though I was approved for everything they asked me for? How can I not think it's a scam and that you're giving it a 9.8 rating, when on this same page there are thousands of complaints and problems for this very reason? I won't give up until they give me my money, take it as a given. I find it an aberration that this casino has that rating.

transfer I made.

Dear matolorian,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear matolorian,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru