FS Casino - Pelaaja ei voi vetäytyä.

I was able to receive €44 when playing at the casino and I made all the requirements for withdrawal, the minimum is €35 and it says that it is not possible to withdraw due to an error..

Consegui receber 44€ ao jogar no cassino e fiz todos os requisitos para levantamento, o mínimo é 35€ e diz que não dá para levantar devido a um erro..

Hello kudaplay33,

Thank you very much for contacting us and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? What payment method are you trying to use for your withdrawal?

Please note that based on your provided screenshots, you have bonus balance on your account. Could you please advise if you have finished the wagering requirements of it as it might be the issue with your withdrawal.

Looking forward to your answer.

Regards,

Nick

I finished everything, now I have 50€ and tryed to withdraw with an bank transfer. And declined for 3 times

yes its my first time trying to withdraw.

I made allwagering requests too

Dear kudaplay33,

The next step would be your account verification. Could you please advise if you already began the process and sent them all the verification documents? If not, please verify your account directly in the account or if it's not possible there, you need to send it to casino mail directly.

Yes I did the verification but there is one document that I cannot figure out what it is...

If you want the print of the document is this one... I dont know what document they are asking for, they send me an email, saying what I have to send, but I didnt understand what document is...

Dear kudaplay33,

Which document do you struggle with? Based on the screenshots you need to send them both sides of ID, a bank statement of your deposit into the casino and your bank statement overall where the IBAN from which you deposited is visible.

Which documents did you already send? Could you forward the ones which were rejected to nikolas.b@@casino.guru?

Regards,

Nick

Those are the documents that They accepted! But the one that saiys "other documents" I cannot understand wich one is

Did you get any response?

Obteram alguma resposta?

Dear kudaplay33,

The other documents are only needed in case the casino request it - it can be other ID document like driver's license or passport, phone bill etc. It seems from the screenshots you provided that you have verified a document in each cathegory. Did you get in touch with them or tried to withdraw now?

The order is still on hold...

O pedido continua em espera...

I did it again, but it stills the same. Pending,

Dear kudaplay33,

After you request a withdrawal, please do not cancel it and wait at least a week for it to be processed.

but for the withdrawal, documents must be accepted in the "other documents" area, as none of those who had spoken

mas para o saque é necessário serem aceites documentos na área "outros documentos" pois nenhum foi aceite, daqueles que havia falado

Thank kudaplay33 for all the information. I will now forward your complaint to my colleage Adam who will be assisting you from now on.

Let's hope the casino will respond to us and let you know what documents are still missing.

Regards,

Nick

Hello kudaplay33,

I have reviewed your case and will contact the casino to see if we can determine how to solve this for you.

We would like to invite Vulkan.bet Casino to join the conversation and to aid in the resolution of this complaint.

Dear Vulkan.bet, can you please advise as to what may be required for the player to be able to complete their withdrawal?

We would like to ask Vulkan.bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

I need an answer

Preciso de uma resposta

Dear kudaplay33,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if you need help filling out the form and how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards

Adam

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Vulkan.bet Casino,

Can you please provide an update regarding this complaint?

Kind regards,

Adam

Hello kudaplay33, Adam

We have checked the account. The player currently has zero on the account balance.

If the issue still persists, we are kindly asking to provide the disputed transaction ID.

We will be happy to assist.

Kind regards

Dear Vulkan.bet Casino,

Thank you for the update on the situation.

Dear kudaplay33,

Could you please respond and clarify if the issue has since been resolved?

Kind regards,

Adam

Dear kudaplay33,

We are extending the timer by 7 days. Please be aware that if you fail to reply and provide the required information in the given time frame, this complaint will be rejected.

Kind regards,

Adam

Dear kudaplay33,

It seems that this issue may have been resolved, but without confirmation from you the complaint will now be rejected as previously stated.

It can be reopened at any time.

Kind regards,

Adam