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

I have made several withdrawals and they do not pay it, what else do I have to do apart from the steps to follow? The truth is that I am already suspicious.

I would appreciate a prompt reply

Thanks

Dear Andromagy,

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

Where is the account verified?

You need to upload your personal documents inside your casino account. Thank you.

ok i will thank you very much

I uploaded the required information, I hope you pay me my winnings so I can continue playing in your casino, thank you very much

I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to receive your winnings. 

Please keep me informed about any further developments.

Thank you very much for your concern, your kindness is appreciated, I would like to know if you received the information you requested, I will be attentive.

Please check with Vulkan Vegas Casino Support if all the requested documents were received.

Your management is greatly appreciated.

Dear Andromagy

Please kindly make a withdrawal request.

Thank you in advance!

Best regards

Dear Andromagy,

Could you please advise how much was your initial balance and how much you have requested in withdrawals?

There I sent the photos of all the withdrawals, the last withdrawal I made was for $1,000,000 which does not appear in the system, the truth is that the system they have is very messy since when one makes a withdrawal it is not deducted from the balance, the last balance What I had was approximately 524,000 pesos and I went up with the winnings to more than 2 million, I continued playing and ended up at 1,524,000, and there I left it without continuing to play, which I check the next day and I appear with much less, I mean with 379,000 I thought they had discounted the pending withdrawals but not a single peso has arrived in my account, how unfortunate all this is really annoying I play in another online casino and in less than 48 hours I already have the deposit of my withdrawals in my account I know it's not your fault, what's more, I thank you very much for your attention, but this wears you down and demotivates me because I feel a little cheated in a certain way😔

Dear Andromagy

All of your requests have been approved by the Casino, since it's a bank transfer it may take up to 7 working days for the money to arrive onto your account.

Should you have any further questions - feel free to ask.

Kind regards

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

Daer Andromagy,

Please allow some time for all the withdrawals to hit your account and keep us informed. Looking forward to hearing from you.

Ok, how much longer should I wait?

Thank you

Dear Andromagy,

Your requests where declined by your bank.

Would you please try an alternative payout option that is available in the cashier?

Meanwhile, we've applied a gambling limit, just to make sure you will not lose any money.

Kind regards

What other means of payment I do not have another

Can they deposit to my husband's account?

Dear Andromagy,

Please check other available payment methods at the cashier section in your casino account to withdraw your winnings. I absolutely do not recommend submitting third-party payment methods for withdrawals (or deposits) as it is prohibited in the majority of gambling establishments.

Once again, please check alternative payment methods and let us know which one would be suitable for you. Looking forward to hearing from you.

Okay. I'll try thanks

I try to withdraw and it won't let me

Try again in my account bank ID status yesterday I had problems and today it is solved, please

Sorry, I don't understand. Is there any other payment method that would be suitable for you, please?

I don't have any other payment method, only my state bank account, what other solution can you give me?

I'm still waiting for an answer please

More over they are removing money from my balance without playing

please a quick solution

Dear Andromagy,

Would you please try an alternative payout option that is available in the cashier? Please check the cashier section and let me know which payment method would be acceptable for you. Thank you in advance for your cooperation.

Thank you very much, Andromagy, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 Andromagy,

I wiil be looking after your case from this moment onwards. I have reviewed the thread so far, and I want to ask you a couple of questions to make sure that I understand correctly.

Firstly, could you please clarify the current balance in your casino account? Were the amounts from the previously failed withdrawals returned to the balance?

Also, could you please explain why the other payment methods were not suitable? Was there any error message?

In the meantime, I will attempt to make contact with the casino again to obtain more information.

Thank you very much Adam, I feel very happy because finally someone will take care of my case

I lost track of my real balance, I only know that it is a lot of money and it does not appear in my balance account, I have many rejected withdrawals, they do not tell me the reason, in my account I should have at least a balance of $2,000,000, SINCE ALL WITHDRAWALS HAVE BEEN REJECTED, I WILL SEND YOU A SNAPSHOT OF MY HISTORY.

MY BANK ACCOUNT IS A RUT ACCOUNT, WHICH IS A VISA DEBIT CARD NOT A CREDIT CARD,

I GREATLY APPRECIATE YOUR HELP

Hello Andromagy,

Please feel free to send any further screenshots to my email adam.m@casino.guru.

Kind regards,

Adam

I WOULD LIKE TO KNOW WHAT IS THE REASON FOR THE REJECTION, THEY DO NOT INFORM ME ANYTHING, THANK YOU, I HOPE YOUR VALUABLE HELP

Dear Andromagy,

Sorry for inconveniences.

May I wonder if you'd turned to live support to find out the reason of the failed transactions?

Thank you in advance!

Kind regards

Where does that appear?

I found it, thanks

Do not forget my case please, I sent you the screenshots by this means and also to your email.

Thanks

I have already sent the requested information to your email.

Hello Andromagy,

Have you contacted the casino live support as mentioned by the casino?

Please let us know how they respond.

Dear Andromagy

We were unable to find any e-mails from you.

I've requested our support to contact you instead.

We are kindly requesting for your cooperation

Best regards

Hello good day, I sent the screenshots to this email that appears here I sent it again with a copy for myself and it arrived perfectly,

Dear Andromagy

Please understand, Adam is not working for VulkanVegas.

But in order to resolve your questions, we are kindly asking you to contact VulkanVegas support via live chat or e-mail (support@vulkanvegas.com)

Thank you in advance!

Best regards

If Adam doesn't work for vulkan then because he asks me to send screenshots to his email, I don't like this anymore, now I have to write to another email, until when will they give me a solution, ???????

Dear Andromagy

Please contact live support of VulkanVegas to get further assistance.

Thank you!

Kind regards

Dear Andromagy,

Please allow me to try and clear up any confusion.

You have registered at Vulkan Vegas Casino and requested a withdrawal. For a yet to be determined reason that withdrawal has failed.

You have registered a complaint with us, Casino Guru, which is a separate, independent service that aims to mediate issues between the player and the casino and help both parties reach a solution. I work for Casino Guru, not for the casino.

I have asked you to send me screenshots so that I can understand the problem and have all details possible to enable me to investigate the situation.

I have then contacted the casino, and they have asked that you email them directly so that they can try to find a resolution to the issue.

I recommend you to email the casino directly at support@vulkanvegas.com as they have requested so they can help you solve the problem.

Please also keep us updated on how the casino responds

I hope that I have explained that sufficiently to you, but please do not hesitate to let me know if you have any further questions.

Kind regards,

Adam

Thank you for your answer, I wrote to the support email and I still don't have an answer, I appreciate your help, I will keep you informed, thank you very much

Dear all,

I have to admit, this is absolutely one of the toughest cases we had, since the player is not following Casino's instructions.

• We sent the player all the clarifications regarding the failed transactions:

Summary: the transactions get denied by player's bank. Player should use alternative withdrawal methods (specified in the e-mail above)

• The player never e-mailed us, instead left an offline message:

Dear Andromagy,

Please try to withdraw with the alternative withdrawal methods that are listed in the cashier.

Thank you!

Good afternoon, if I send messages offline it is because they have requested it, I will try to do what they tell me

Thanks

I don't know what else to do, I can't find any withdrawal 😢 help please 😔

Dear Andromagy,

Please kindly speak to live support

Thank you!

Good morning, live support is the same as live chat?

Hello, Andromagy

Yes, it's the same.

Kind regards

Hello, thanks for answering, I have done it many times, many many times, but I do not get a solution

solution to my complaint please

Hello all,

I apologize for my delay in responding.

Dear Andromagy,

The support has recommended you try to make a withdrawal using an electronic wallet such as Neteller or EcoPayz. Are you able to find these options under withdrawal in your account?

Dear Andromagy,

Please provide us with an update on your situation. Have you now successfully requested a withdrawal? Please be aware that if we do not hear from you within the set timeframe this complaint will be rejected.

I don't have any of those 2 accounts that he mentions in the message, I only have my Chilean state bank account but they always reject my withdrawals, I call the bank and they tell me that I shouldn't have any problems for you to make the deposits, but they are always rejected, regardless of the amount of the withdrawal, I don't know what else to do

Dear Andromagy,

For you to be able to make a withdrawal, the casino has stated that you need to use a different method as for some reason there is an issue with the bank transfer. It may be that you need to set up an account with an electronic wallet, such as Neteller, so that you can then use that as a withdrawal method.

I will do my best to help you and guide you through this process step by step. Would this be acceptable to you?

Can it be to someone else's account?

Hello Andromagy,

Do you mean can you withdraw to another person's account?

You can only make a withdrawal using payment methods in your name and to your own account.

Okay. I will try to do my best to create an account, thank you very much

Hello Andromagy,

Please do let me know if I can help you. Which payment method account are you going to set up?

Kind regards,

Adam

I have a savings account in my bank, there I made a withdrawal to test, with the little house mr. Bet I had no problem, they deposited my withdrawals there because it gives the bank option, now I am waiting if your casino deposits me in that account

Hello Andromagy,

Has there been any progress with your withdrawal?

Kind regards,

Adam

Hello, I want to make my next withdrawal on the first day of April, since there I will have space in my account so that they can deposit me and not have a problem, I will tell you once I make my withdrawal and see the result of this

Thank you very much,

Hello Andromagy,

Thank you for the update, we will await further information from you.

Kind regards,

Adam

TIRED, BORED, DISAPPOINTED, I DON'T KNOW WHAT ELSE TO SAY, I DID ONCE AGAIN WITHDRAWAL AND THEY ALL LEAVE REJECTED, THE PROBLEM WITH MY BANK IS NOT BECAUSE I ALREADY TALKED TO THEM, I DON'T KNOW WHAT ELSE TO DO, REALLY THIS IS OVER ME, I NEED A SOLUTION , BUT AN EFFECTIVE AND FAST SOLUTION, IT TAKES A LONG TIME TRYING TO MAKE WITHDRAWALS AND EVERYONE, EVERYONE, EVERYONE IS REJECTED, THERE IS NOT A SINGLE PAID WITHDRAWAL, NONE, SOLUTION PLEASE, SOLUTION

Hello Andromagy,

I am sorry to hear you are still having problems. I really think that your only option is to use a payment method such as Neteller, rather than trying another bank transfer. For more information about Neteller and how it works, this is their website: https://www.neteller.com/ . You need to create a free account with them, then you can use this account to make your withdrawal from the casino.

As mentioned previously, I can help you with this if you need me to.

I don't know how to make the account that they ask me to, I gave an account which has no problems because I already talked to my bank, I want them to deposit my money there, the problem is not with my bank, but with you, I would appreciate a quick solution please , if not tell me where else I can make the claim so that this is taken really seriously

Hello Andromagy,

I have asked the casino to reiterate the situation with the bank transfer.

I appreciate that you may not know how to set up an account with an e-wallet such as Neteller, which is why I have offered to help you do so. It is very quick and all that is required is to fill out a very short registration form.

The casino has stated that the withdrawals by bank transfer are being rejected by your bank, therefore it has been suggested that you use an alternative method of withdrawal.

We do take your situation seriously but I am afraid if the bank transfer is not functioning correctly there may be no other solution to this issue.

I really appreciate your help, and if you can guide me to register in Neteller

Hello Andromagy,

I have sent you an email regarding this, please let me know if you have received it.

Hello Andromagy,

I have sent this to the alternate email address now.

Kind regards,

Adam

Dear Adam,

We may hardly believe it, but it looks like the player has received 1,235,000 CLP already via Neteller.

We are kindly asking Andromagy to confirm the money is on Neteller's account.

Thank you in advance!

Kind regards

That's how it is, the money has been received, the problem now is that it can only be transferred from netller to bitcoin or ethernet, and not to my bank account, a disaster, all this I don't give anymore, exhausted and on top of that they charge me a very high commission

Hello Andromagy,

Does Neteller give any reason for not being able to withdraw to a bank account? Please visit this page when signed in to your Neteller account and send me a screenshot of it:

https://member.neteller.com/wallet/ng/withdraw

Could I also ask if you have been asked to verify your Neteller account?

Hello Andromagy,

I am sorry you are still facing issues. Have you tried to contact Neteller about this? I would suggest asking them about withdrawal methods available to you.

I do not know what else to do,

Hello Andromagy,

Have you been in touch with Neteller regarding which withdrawal methods should be available to you? I have not been able to find out anything that suggests a bank transfer would not be available to you.

Please send me a screenshot of what you can see after you login to your Neteller account and all of the available options there.

Hello Andromagy,

Please provide us with an update regarding your situation and the information requested previously. Please be aware that if we do not hear from you within the set timeframe, unfortunately, the complaint will be closed.

Kind regards,

Adam

Good evening, I'm still waiting for a response from the previous message I sent.

Dear Andromagy

Can the Casino help you in any way?

Thank you in advance!

Kind regards

Hello Andromagy,

Thank you for the screenshots you have provided. You should be able to see your withdrawal options by pressing "Retirar" at the bottom right of the screen. Can you see any options when pressing this?

I do it from the cell phone and that option that you mention does not appear

Hello Andromagy,

What happens when you press 'withdraw' at the bottom right, exactly? Can I also ask if you have access to a computer, it may be easier than trying to do this on your cell phone?

At this point, as you have withdrawn your money from the casino and the complaint against them has been resolved, can I ask if you would object to this complaint being closed? I will of course endeavor to help you with your Neteller account, but via email.

Kind regards,

Adam

Hello Andromagy,

Please respond to my last post and provide news of any progress.

Please be aware that if we do not hear from you within the set timeframe, unfortunately, the complaint will be closed.

I don't know what to do anymore, this has become a big problem for me because they don't pay me to my account but if they receive my deposits from the same account I feel angry

Hello Andromagy,

I appreciate your frustration, but as the bank transfer was not working, another payment method had to be used. Please provide me with the information I have previously requested so that I can try to help you withdraw your money from your Neteller account to your bank.

In this screenshot you have previously provided:

What happens when you press 'withdraw' ('retirar') at the bottom right, exactly?

Can I also ask if you have access to a computer, it may be easier than trying to do this on your cell phone?

Hello Andromagy,

You have successfully withdrawn your payment from the casino, so the dispute with them is now resolved. As I have not received any further response from you, I am going to close this complaint and mark it as 'resolved' in our system.

I appreciate that you are still experiencing issues with your e-wallet, and as mentioned will continue to try and help in any way I can via e-mail, should this be required (adam.m@casino.guru).

Kind regards,

Adam