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Good morning, after the documents were all verified I tried to withdraw the money twice and it is always rejected. Customer support says they are checking but nothing is resolved and I want my money. I made the deposit by mb Way. A virtual card associated with my physical card and I sent the proof to them, for the withdrawal I used my IBAN and it is always rejected

Bom dia, depois dos documentos estarem todos verifcados tentei por duas vezes levantar o dinheiro e é sempre rejeitado. O apoio ao cliente diz que estão a verifcar mas nao me resolvem nada e quero o meu dinheiro. Eu fiz o depósito por mb Way. Um cartao virtual associado ao meu cartao físico e mandei a prova para eles,para o levantamento usei o meu IBAN e é sempre rejeitado

Dear Carmen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any confirmation about successful account verification?

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, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Carmen,

We've checked your account. You have zero (0) on your balance, you've never deposited/played at VulkanVegas.

Dear Carmen, are you sure you're experiencing issues at VulkanVegas?

Thank you in advance!

Kind regards

Thank you very much, Vulkan Vegas Casino team, for checking.

Dear Carmen,

Could you please elaborate?

Dear Carmen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.