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On 06/12, I made a withdrawal request, and the money was taken from my gaming account the next day. However, as of today (14/12), the money has not yet been deposited into my bank account! Note: all my documents have been approved by the Casino. When I contacted customer support, I was told that the money would be deposited within 5 business days. Those business days have now passed, and I'm still waiting....!

Dia 06/12 fiz um pedido de saque, no dia seguinte o dinheiro saiu da conta de jogue, mas até hoje (14/12 ), o dinheiro não caiu na minha conta bancária! Obs: tenho meus documentos todos aprovados no Casino, e ao entrar em contato com o suporte, a pessoa que me atendeu afirmou que o dinheiro cairia em 5 dias úteis, e esses dias úteis já se passaram, continuo no aguardo....!

Dear rosanacastro83,

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

Thank you in advance for your patience and understanding.

Best regards,

Tomas

So, due to the deadline mentioned above, I must wait another 5 days for them to deposit, I will be waiting for those days!

Então pelo prazo citado aí acima, devo aguardar mais 5 dias para depositarem, estarei no aguardo por esses dias!

Any news? The 14-day period has passed and no deposits have been made!

Alguma novidade? O prazo de 14 dias se passaram e nada de depositarem!

Thank you very much, rosanacastro83, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rosanacastro83,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vulkan Vegas Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I would like to inform you that after all these days waiting for the money to arrive in my bank account, it just returned to my gaming account, disappointed, now I will request the withdrawal again and have faith that they will deposit it as soon as possible!

Gostaria de informar que depois de todos esses dias esperando o dinheiro cair na minha conta bancária, o mesmos acabou de voltar para minha conta de jogo, decepcionada, agora vou pedir o saque novamente e ter fé que depositem o mais breve possível!

Dear rosanacastro83

Sorry for your troubles.

The transaction got declined with the "Reason: General error". Unfortunately, no extra info was provided by the PSP.

Would you please make another request?

Thank you, and apologies, once again.

Best regards

Dear rosanacastro83,

Please, proceed as the casino has instructed, making another payment request. If you have already done so, please let us know when you will receive your payment here in the thread. We will be waiting to hear from you.

Hello

We'd like to confirm, the player received the winnings at 25.12.2023 11:56:19 (UTC)

Kind regards

Dear rosanacastro83,

Can you confirm that you have received your payment so we can close this complaint in our system as resolved? We will be waiting for your confirmation.

Good morning! I actually had my winnings deposited into my bank account, thanks to Casino guru for intermediary and also to vulkan Vegas for honoring the commitments! I declare myself satisfied!

Bom dia! Realmente tive meu ganho depositado em minha conta bancária, obrigado ao Casino guru por intermediar e também a vulkan Vegas por honrar os compromissos! Me declaro satisfeita!

Dear rosanacastro83,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V from Casino.Guru