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

Good afternoon,

Player ID 27582523

I am requesting a withdrawal (withdrawal) in the amount of €400.00 since the beginning of April.

They do not deign to respond to emails I send to support@vulkanvegas.com.

I need this money to help with medical treatment that I am sadly in need of…

How easy the deposits were, now the withdrawal is that I can't..., I've already attached all the documents requested in the KYC verification and nothing!

However, the amount in the balance no longer appears.., they put everything at €0.00

Can anyone help me or is this casino fraudulent?

Help me please.

Compliments

Maria F***** C***

Dear Maria,

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. Have you completed KYC verification successfully in the past? Was it your first withdrawal request in this casino or you’ve received payments before? Isn't it possible that your active balance disappeared because the withdrawal got processed already? Which payment method you have opted for to receive your winnings, please?

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

Good Morning,

In response to the first question, all submitted KYC documents have been successfully verified.

It was the first time I asked for a withdrawal at this casino.

My balance is zero.

Initially by Bank Transfer, then by Skrill, the latter is "in progress" ….but they never pay again!

Help me please.

Compliments

Maria F***** C***

Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Maria,

I will assist you with the complaint from now on. I would like to ask the representatives of Vulkan Vegas Casino to the discussion in order to help us resolve the withdrawal issue.

Vulkan Vegas, could you comment and provide an explanation regarding Maria's withdrawal status?

Hello,

According to our records, the transaction is finished at 17.05.2022 06:55:42 (UTC)

The money should be cleared to player's bank account within some 1-3 hours.

Kind regards

Thanks for the update.

Maria,

Was your withdrawal successful? Is your issue resolved? Please let us know. Much appreciated!

Hi,

Thank you very much, situation fixed.

It was credited to the account today.

Thank you very much.

Compliments

Maria F***** C****

Awesome news, Maria! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.