Vulkan Vegas Casino - Player’s struggling to withdraw her winnings.

Olá, eu depositei 252 reais para jogar e agora a plataforma não permite eu fazer o saque, preciso de ajuda, como eu faço o saque para minha conta bancária?

Dear Pansani,

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? Have you accumulated your winnings with or without an active bonus?

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 Pansani

I don't see any attempts of the withdrawal request. Also, I don't see you contacted any of our support. I am suggesting you to speak to our 24/7 live support, I am sure they will lead you through.

Kind regards

Olá, tudo bem?

Entrei em contato por e-mail.

support@vulkanvegas.com e complains@vulkanvegas.com

Mas infelizmente ninguém me respondeu.

Na hora que vou sacar o dinheiro ele aparece a seguinte mensagem👇

"Observe que, como seu depósito não foi apostado, a comissão será aplicada de acordo com p.8.12.5."

I have checked the general terms and conditions, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

"if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money. Could you please advise if you have wagered your initial deposit at least 2 times? Thank you in advance for your reply.

Dear Pansani, Petronela

Yes, indeed there is such a rule "if the turnover amount is 2 (two) times less than the deposit, the Company reserves the right to withhold 20% of withdrawal in order to cover payment expenses."

This is done due to AML requirements.

The player deposited 230 BRL, the turnover is 271 BRL.

The system should allow proceeding with the withdrawal by clicking "Proceed" button, but the commission will be applied.

Hope this clarifies.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for the clarification.

Dear Pansani,

Please let me know how you'd like to proceed. Do you accept a commission being applied to your withdrawal of funds that have not been wagered fully, or you'll continue playing and complete the mandatory deposit wagering? Looking forward to hearing from you.

Olá! Não quero mais continuar jogando, quero resgatar meu dinheiro o quanto antes, por favor.

If you wish to withdraw your winnings without completing the mandatory deposit wagering, please follow the casino's instructions from the previous reply:

"The system should allow proceeding with the withdrawal by clicking "Proceed" button, but the commission will be applied."

Please keep me informed.

Dear Pansani,

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.

Boa tarde!

Ainda não consegui retirar os meus ganhos, quando eu vou retirar os meus ganhos ele dá rejeitado.

Atenciosamente,

Ester

Pode compartilhar imagens por aqui?

Quero lhe mostrar como é que fica quando eu faço às transferências, sempre dão rejeitadas.

Dear Player,

You have not provided any documents to complete the KYC check. Please kindly refer to the e-mail from our support. That is the reason your requests get declined.

Best regards,

Alexander

Boa tarde!

Entrei em contato por e-mail support@vulkanvegas.com

Estou no aguardo de uma resposta, pois eu não sei por onde eu tenho que fornecer documentos para completar a verificação KYC

Atenciosamente,

Ester.

Dear Vulkan Vegas Casino team, could you please advise where all the required documents need to be sent? Thank you very much in advance.

Hello all,

All the documents may be uploaded within the player's profile (KYC section), also all the instructions are in place.

I will also ask the support to send e-mail with all the explanations once again.

Dear player, to speed up the process you may freely contact the live support. They will give you all the necessary info 🙂

Good luck!

Kind regards

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

Dear Pansani,

Please follow the instructions and keep us updated.

Hello Pansani,

Have there been any developments since our last conversation?

Bom dia!

Estou esperando a Vulkan aprovar minha indentidade para eu conseguir fazer o saque, já coloquei meus documentos lá.

Atenciosamente,

Ester

Dear Pansani

You uploaded only 1 document. Please speak to online support, they will let you know what else is required.

Thanks in advance!

Kind regards

Once again Pansani,

Please follow the instructions and keep us updated.

Boa tarde equipe Vulkan.

Eu já coloquei minha foto e minha identidade, na parte que fala prova de endereço aqui no Brasil a única coisa que temos é comprovante de residência de água, luz, internet e etc.

Tirei uma foto do meu comprovante de residência de água que está no nome do meu esposo, todos os comprovantes de residência que tenho está no nome dele, a plataforma não quer aceitar o que devo fazer?

Na parte que fala Prova de pagamento, o que exatamente preciso mostrar?

Thank you very much, Pansani, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pansani,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Casino, can you please specify once again what is the problem with the player’s withdrawal?

Dear Villiam,

The player fails to provide all the necessary documents to complete KYC.

The only two pictures we have is an ID card and a screenshot from the phone of somebody calling.. That's it.

The player received multiple e-mails re the required documents as well as our live support is always available for any further clarifications.

We are looking forward to receiving all the docs and finally withdraw the winnings.

Kind regards

Dear Casino,

thank you for clarification, please, can you write here what else exactly is needed from the player?

Sure, no problem

For KYC completion we kindly ask to upload the following documents in your profile on 'KYC Verification' tab and contact us:

1) High-quality picture, on which you will be holding your passport (id-card) in the hands near your face;

2) Any document which would prove your residence (for example utility bill).

Kind regards

Dear Pansani,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Bom dia!

A Vulkan pediu para eu fazer uma captura de tela da minha conta na Ecopayz, acabei de fazer isso e estou esperando eles aprovar para eu conseguir fazer meu saque.

O KYC já está completo, acredito que agora não falta mais nada.

Hello,

The transaction was approved. Please let us know when you receive the winning

Kind regards

Dear Pansani,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Boa noite!

Pode encerrar a reclamação, pois já consegui tirar meu dinheiro da Vulkan Vegas.

Obrigada.

Dear Pansani,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru