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

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

Amount: €100

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 30 Jan 2022 | Resolved : 13 Feb 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Bulgaria is experiencing difficulties withdrawing his funds. Player’s complaint has been resolved successfully.

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2 years ago

Hi I have a problem not sending me the money I do not know where the problem is please help.

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2 years ago

Dear martin04,

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

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2 years ago
Translation

They sent me a message wanting to take a picture of my ATM card with which I made a deposit but it expired and now I have a new card from the same bank also want a picture of my ID card and proof of my address which I have already sent please tell me what to I do.

Automatic translation:
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2 years ago

Perfect. Thank you very much, martin04, for the update. How many days ago have you provided all the documents?

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2 years ago

Dear martin04

Please confirm the money was received on 01.02.2022


Thank you in advance!


Kind regards

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2 years ago
Translation

Yes, I received them, thank you, but I have another question why the money earned with bonus points cannot be withdrawn and equated to the bonus points.

Automatic translation:
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2 years ago

Dear martin04


Loyalty points are not real money, that is a reward for your activity at VulkanVegas.

You may change loyalty points into real money, afterwards withdraw or continue playing.

To know more about Loyalty Program, please visit https://vulkanvegas.com/en/loyalty-program


Kind regards

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2 years ago

Thank you very much, both sides, for your cooperation.


Do I understand correctly, martin04, that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

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2 years ago

Since the winnings have been successfully received and the player doesn't have any other issues, we will now close the complaint as ‘resolved’ in our system.

Thank you very much, martin04, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru

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