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

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

Amount: $390

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 23 Aug 2021 | Case closed : 09 Sep 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Colombia is experiencing difficulties withdrawing her winnings. She stopped responding.

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3 years ago
Translation

Good afternoon I have tried to withdraw my earnings more than two weeks ago, I performed KYC verification, and I have tried to withdraw in various ways in cards, by skrill but nothing has been possible, it says that it rejected it to be validated but when I enter to look why it was nothing is downloaded

Automatic translation:
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3 years ago

Dear Tani,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past?

Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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3 years ago
Translation

If I have already done everything, it tells me that I have not sent the photo of the back of the card but I already sent it and they accepted it but they do not respond to emails. I made the first request on August 15, it still had not verified after verifying, I applied again and every time I request Some withdrawal at 2 hours they reject it, an email arrives that has a link to see why it was and it does not open, it does not download in any way.


Promotional offer do not use it and they give a few days and they take it away now I have is what I played with what I recharged

Automatic translation:
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3 years ago

Thank you very much, Tani, for providing all the necessary information. 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.

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3 years ago

Hello Tani,

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 what is the problem with the player’s withdrawal?

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3 years ago

Dear Tani


Please kindly make a withdrawal request


Kind regards

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3 years ago

Dear Tani


Can you please confirm the winnings have been received?


Kind regards

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3 years ago

Dear Tani,

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.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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