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Dear JOELTORRES,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear JOELTORRES

According to our records, you have 3 successful withdrawal transactions:

two - via astropay;

one - via Skrill

There no active withdrawal requests at the moment.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear JOELTORRES,

Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear JOELTORRES,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.