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

I'm trying to withdraw my money and it only gets rejected, I've tried every possible way to withdraw and always rejects it.

Dear luansantos19,

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?

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

How do I check it fully? I sent the photo of my CNH and there it asks for 4 different documents, I have to send the 4 (Photo ID, Proof of Address, Proof of Payment and Other Document). I sent the photo id and another document (RG and CNH) but it's been awaiting approval for days, others were rejected but these are still awaiting approval.

I've already looked for the reason why it was rejected and I don't know, I've tried all possible ways to withdraw, credit card, debit card, astropay and nothing.

I need to withdraw my money urgently.

Thank you very much, luansantos19, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Dear luansantos19

In order to assist you, please kindly provide an e-mail address that you are registered with at VulkanVegas.

Thank you!

Kind regards

Hello luansantos19,

I'm Nick and I'll be assisting you from now on in your issue. I would like to ask you to answer on the casino's request and share your e-mail used in the casino.

Dear Vulkan Vegas,

As the player has already provided the e-mail address, we will be now waiting for you to provide us some additional information regarding the case.

Dear luansantos19

In order to complete the verification, please kindly provide a proof of residence and the selfie with ID. An appropriate request has been sent by the support.

Thank you for cooperation!

Kind regards

Dear luansantos19,

Please do as the casino advises in order to finish the verification process as fast as possible. Please let us know about your next steps and when you send all the requested documents.

Dear luansantos19

All good, you may make the withdrawal request.

Dear @Nick, may I kindly ask you to remove the pictures provided by the player above?

Thank you!

Kind regards

The amount that was in my account was 241.40 and a smaller amount was spent in my account, only 214.30. I'm waiting for the rest of my money.

Dear Vulkan Vegas,

The picture is visible only for the player, the casino and our team and it's not public. Also I would like to ask luansantos to let us know when the money arrives to your account. Looking forward to your answer.

Dear luansantos19

The amount that was deducted from your account balance is exactly 241.40 BRL.

The reason you received 214.30 brl is most likely due to the commission applied by your bank, that cannot be covered by the Casino. Thank you for understanding!

Dear Nick, thank you for confirmation the pictures above.

Have a nice day!

Kind regards

Does the bank charge you almost 30 reis just to make a withdrawal?

Dear luansantos19

The bank charges you, not us (operator).

VulkanVegas has never applied any commission to your withdrawal.

Kind regards

And what is the average percentage that the bank charges per withdrawal?

Dear luansantos19,

Pardon, but this information is not available to us. It sure depends upon the individual bank.

Thank you.

Kind regards

Dear lusantos,

Could you please confirm whether the money arrived to your account or not?

I confirm that it has arrived!

Dear lusantos,

Thank you very much for letting us know that the money has arrived, we gladly hear that. Please do not hesitate to contact us if you will come across any other trouble in the future, we will do our best. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru