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I made a withdrawal request of R$160.00 via pix on 12/1/22 at 6:58:22 pm and until today 12/8/22 at 7:58:00 am it has not landed in my bank account!

I also made a deposit of R$20.00 via pix on 12/5/22 and so far it hasn't landed on my game account either!

Fiz um pedido de saque de R$160,00 via pix dia 1/12/22 as 18:58:22 e até hoje 8/12/22 as 7:58:00 não caiu na minha conta bancária!

Também fiz um depósito de R$20,00 por via pix dia 5/12/22 e até agora também não caiu na minha conta de jogo!

Dear ivanildoabu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

As for your withdrawal request, could you explain if it was your first withdrawal request from the casino? Have you previously completed the account verification in the casino? Did you accumulate your winnings with a bonus or using real money? Did you contact casino support regarding these issues? How did they respond?

Best regards,

Tomas

It wasn't my first withdrawal, I've already withdrawn and deposited several times via pix and it was always fast, depositing for the game via pix for example, it goes into the game account at the same time, the withdrawal via pix will take a maximum of 5 hours,

I played with money and not bonuses, I did look for support, but they said they couldn't do anything that I have to wait and that there is no time forecast for this solution either!

Não foi meu primeiro saque, já saquei e depositei várias vezes via pix e sempre foi rápido, depósito para jogo via pix por exemplo, cai na conta do jogo no mesmo momento, já o saque via pix, levará no máximo umas 5 horas,

Joguei com dinheiro e não bônus, procurei o suporte sim, mas falaram que não podia fazer nada que eu tenho que aguardar e que também não tem previsão de tempo para está solução!

Thanks for your reply, ivanildoabu.

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

As for your withdrawal from the casino, I will set the timer for an additional 6 days to allow the casino two full weeks to process the payment, and if there’s no development by December 15th, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Unfortunately, I don't like having to wait days and days, I will not be playing at this casino until this situation is resolved, both for the deposit and the withdrawal, and at the moment I will not continue to recommend this casino to any friend, because now what is at stake is my credibility, because yours are shaken after all this situation! I'll be waiting!!!

Infelizmente ter que esperar dias e dias não me agrada, não estarei jogando neste cassino até resolver essa situação, tanto do depósito, quanto do saque, e no momento também não continuarei indicando a nenhum amigo esse cassino, pois agora o que está em jogo é a minha credibilidade, pq a de vcs estão abalada depois de toda essa situação! Ficarei no aguardo!!!

I'm looking forward to the resolution of this situation! Both withdrawal and deposit!

Estou no aguardo da resolução desta situação! Tanto do saque, quanto do depósito!

Hello, the 160.00 reais was deposited in my bank account, that part is resolved, but the 20.00 I made as a deposit for the game was not credited to my game account and there was no reversal to my bank account

Olá, foi depositado os 160,00 reais na minha conta bancária, essa parte está resolvida, porém os 20,00 que fiz de depósito para jogo não foi creditado na minha conta de jogo e nem teve o estorno para minha conta bancária

Dear ivanildoabu

Would you kindly specify your account ID, since we were unable to identify your gaming account via the e-mail provided.

Kind regards

Dear ivanildoabu

We've been able to find your account. You do have a lot of small transactions, would you please specify the disputed transactions?

Have you reported your issue to the support, have you provided all the requested information?

Kind regards

Dear ivanildoabu,

I am glad to hear your withdrawal has been processed. Please let us know if you were able to resolve the issue with the missing deposit with casino support or let us know if you need further assistance from us.

Support said they couldn't do anything, if you guys can't do anything imagine me, but the game deposit didn't fall and it didn't revert to my bank account!

O suporte disse que não poderia fazer nada, se vcs não pode fazer nada imagina eu, mas o depósito de jogo não caiu e nem estornou para a minha conta bancária!

Thank you very much, ivanildoabu, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 ivanildoabu,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Vulkan Vegas Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his deposit credited? 

Kind regards,

Tomas

Dear ivanildoabu

Would you please specify the disputed transaction ID?

Thank you in advance!

Best regards

Dear ivanildoabu,

Could you please confirm the above-mentioned transaction is the correct one?

Thank you.

Kind regards,

Tomas

Yes, the price is 20.00

Sim, o valor é de 20,00

Hello,

Your account has been credited with 20 BRL.

We do hope the issue is now resolved.

Kind regards

Thank you, Vulkan Vegas Casino, for your cooperation.

Dear ivanildoabu,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Hello good afternoon!

The amount of 20.00 was actually credited, I just checked it, thank you for resolving my situation, I thank Casino Guru and Vulkan Vegas for their dedication in resolving this situation!

Olá, boa tarde!

Realmente foi creditado o valor de 20,00, acabei de conferir, obrigado por resolver minha situação, agradeço ao casino Guru e a Vulkan Vegas pelo dedicação em resolver está situação!

Dear ivanildoabu,

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,

Tomas