Vulkan.bet Casino - Player’s withdrawal has been unduly delayed.

I made a withdrawal of 100,000 clp on April 5th, and on the 8th they cancelled it asking me for more verification documents (my account was already verified). They even absurdly asked me for a selfie with my email and the date written on a piece of paper, I sent all the documents and requested a withdrawal of 80,000 clp on April 8th, until now they haven't paid me, they don't withdraw my money from the balance and we are outside the 5 working days term that they give as maximum, and customer service after several hours trying to contact them tells me to send the documents that I already sent and they continue processing so as not to pay.

The documents sent on April 8th already appear as verified and accepted.

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Hello wmaisterow,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan.bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? 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?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello Mella

My account was verified from last year, I had requested a withdrawal and I also had to file a complaint through you because on that occasion they also processed the payment for a long time and you requested it. Since the casino responded, unfortunately I trusted again and continued playing there but I never had any winnings again until now. In short, it is my second withdrawal and I find myself with the problem again.

Previously the excuse was problems with the bank so they asked me to withdraw using another means of payment, from there I started using my other account to charge the casino and the excuse now is that I must verify that account, I sent them a screenshot and the bank's card, but since it is a digital wallet, the data they want does not appear, apparently since I received an email now asking for a photo of the physical card (which I do not have obviously) and a document showing the IBAN, which is also not known. get on this virtual card.

The profits were earned with my real money.

Yesterday I spoke to customer service and they asked me for the same documents that had already been sent and after telling them several times to check that they had already been sent, they sent me that email today asking for more documents.

It seems like a never-ending story and it definitely seems like a scam, it is not possible that I have been playing with them for a year and they make so much trouble to be able to pay since I have only requested withdrawal 2 times and amounts not so high that they clearly do not exceed the deposits that I I have made them. It's a huge frustration.

I spoke to customer service again today.

I requested the withdrawal to the account of the state bank of Chile which they rejected and then I requested the withdrawal again through Astropay, they began to ask me for documents from my MACH account which was the one I used to charge the balance to the casino and from ASTROPAY which was where I requested the withdrawal, but now they are asking me for more documents again. One of them is the credit card which was already verified in November of last year and they ask me for a document from the bank of the state of Chile showing my information and the IBAN number, I called the bank and they told me that said document does not exist. which they don't give me. I explained this to the casino executive and also asked why they asked me for that document since the Iban code is for them to transfer the money to me and in this case the withdrawal was requested from Astropay and not from the state bank and the answer is because I made the "attempt" to withdraw to that account and until I send it they will not make the payment

In other words, they are demanding a document that does not exist containing the transfer code that they will not use because they must do it to the astropay account just to avoid making the payment and with the absurdity of the request for a document that does not exist.

I don't know what to do anymore, I was online for at least 3 hours with the casino chat executive while I was talking on the phone with the bank and they don't see reason, they just don't want to pay.

I'm too stressed and I don't know what else to do, there is no casino solution, only absurdities

Today they responded to an email indicating that they had made a mistake and the document they needed was the bank letter which I had already sent in November of last year and I had sent it again when they requested new verification and I sent it again today. They finally paid me

Thanks casino guru, close the complaint.

Obviously now I will start requesting that they close my account because they are not serious and unreliable.

Dear wmaisterow,

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,

Casino.Guru