Vulkan Vegas Casino - Player claims that payment has been delayed.

Hello, I won some free spins I did the rollover and then I asked for the withdrawal, but I found out that I would have to make a deposit in order to withdraw, I made the deposit with the wagering requirement but then I needed to send my documents for KYC verification 'all approved' even approved and when I get in touch via live chat, they still tell me that it needs to go through another check by the administration and that there is no deadline for this to happen, they even told me to create patience to wait.

Dear Amalia,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The problem is not even the payment, but the KYC verification that all the documents have been approved, but even so the account is not verified, I contact them in the live chat and they tell me that I have already sent everything you need now, just wait, but there is no deadline to complete this verification...

Hello Amalia

The KYC verification is not yet completed.

Please kindly provide teh following information:

1) When was your account registered?

2) What was the device you used at registration and gameplay?

3) How many accounts were registered via your device at Vulkanvegas?

4) How many no-deposit bonuses were activated?

5) Please, kindly provide the information on the games you played.

Thank you in advance!

1- I'm not sure but I think on 12/27/2022

2- My cell phone LG K10

3- Only my account

4- As far as I know a bonus and then I deposited another 20BRL

5- I played several games, Sweet Bonanza, Sugar Rush, Bass Bonanza, Sweet Bonanza Xmas, etc...

Dear Amalia

Would you mind going through the video verification?

Also, who is the owner of the phone Samsung Galaxy S8 ?

Thank you in advance!

Kind regards

Hello, I only have an lg k10 I don't recognize this Galaxy S8, referring to the video how do you record a video, it's still not confirmed that it's me? And say what in the video?

Dear Amalia,

Have you received your withdrawal from the casino yet?

I didn't receive it, and they still closed my account

Dear Amalia

We can clearly see the access of your account via Samsung device. Can you kindly try and remember whose device that was?

Thank you!

Kind regards

I don't know, nobody had access to my casino account besides me, how can you have this samsung device if I only have my LG k10. I didn't get into any other device and there's no way anyone could have.

Thank you very much, Amalia, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Amalia,

I have reviewed your case and will do my best to assist you in resolving this issue.

Dear Vulkan Vegas Casino,

Can you please provide any relevant information regarding the player's account and how it has been accessed to my e-mail (adam.m@casino.guru)?

Kind regards,

Adam

Hello,

For the sake of saving time and money, it's been decided to reset the password of the player, unlock the account and allow withdrawing. Afterwards the account will be blocked permanently.

@Amalia please use a "reset password" form.

Kind regards

I still couldn't, I reset the password I was able to access the account but when I click on the 'Withdrawal' option in my account the following message appears 'Your ability to create transactions is blocked. Contact Support. ' I already got in touch but without success the attendant could not solve it and closed the chat. SEE PICTURE OF THE ERROR BELOW.

Please try now

I managed to ask for the withdrawal, I'm waiting to drop.

Thank you for the update, Vulkan Vegas Casino.

Dear Amalia,

Please do let us know when the payment has been received and we will then mark this complaint as 'resolved'.

Kind regards,

Adam

Good morning.

The R$211.00 that I had been waiting for so long fell into my account, thank you very much even if it weren't for you from casino guru I would not have received it, thank you very much.

And thank you very much Adam.

Everything's solved!

Dear Amalia,

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.

Thank you also for your assistance, Vulkan Vegas Casino.

Best regards,

Adam