The player's withdrawal is delayed for almost a month. We attempted to contact the casino but received no response so the complaint is closed as "unresolved".
Vulcan Vegas Casino - The player's withdrawal is delayed.
Black points: 59
Amount: 940 R$
Vulcan Vegas Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
0.4
Vulcan Vegas Casino has a Safety Index of 0.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I would like to make a complaint, since the 16/06th I've been trying to receive my game prize, and nothing, they always tell me I have to wait 5 business days, pass this time and they tell me to wait longer, to be patient, and now I'm gone informed that my ransom was rejected. I requested the rescue again, and they told me to wait another 5 working days.
Automatic translation:
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2 years ago
Hello neivaamaro35,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulcan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi Nick, yes my account was verified on the 26/06. My winnings were real money, I made a deposit per pix and then started playing. On 07/03 I sent an email to support@vulkanvegas.com, where I was instructed to wait for 5 days.... On 07/06 I sent a complaint to @complais and soon after my redemption request was rejected ... I requested it again, now it appears as incomplete..I need to know how I should proceed to redeem my prize and because it's taking a long time, and when we make the deposit, the pix drops right away and it takes all this time to request the prize redemption ??
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2 years ago
Translation
And not to mention the several times I contacted the casino via chat, and always the same answer that it is necessary to wait 5 banking days, and in this waiting period, almost a month has passed..
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2 years ago
Thank you neivaamaro35 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi neivaamaro35,
I've just reviewed your case and fully understand your frustrations regarding the delay. I will try to help you by contacting the casino.
Dear Vulcan Vegas Casino, could you please join this conversation and participate in the resolution of the complaint? Could you provide any specific reason for why the player has been experiencing problems with the withdrawal at you casino?
Regards,
Natalia
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2 years ago
Translation
Hello, good morning.. I checked my account last night, the Casino made one after 840 reais in my account, but the redemption value was 940. I don't understand why there was this discount of 100 reais? Could you check for me please?
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2 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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2 years ago
Hi neivaamaro35,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
Regards,
Natalia
