The player from Brazil has requested a withdrawal five days prior to submitting this complaint. Simply, winnings haven’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
I made a withdrawal of 280.00 brl, on 12/06/2022
I was given a deadline to receive it until 12/08/2022
but I didn't receive
I contact them via chat but they never solve my problem
Dear Lucasleis,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
If the withdrawal period is 14 days, why do you inform the 3-day period?
Hello all,
According to our records, the transaction f79374a9-788f-42d2-877a-a42f122e1685 was successfully finished on 06.12.2022 17:52:20 (UTC).
Dear Lucasleis
Have you received the money?
Kind regards
I didn't get the money
my PIX registered for withdrawal was
l9**5561@gmail.com
c6bank
such as the bank details sent were from this account
Which bank did you make the payment to?
Hello,
We'd like to confirm the following requisites were used for withdrawal:
l9**5561@gmail.com
"customerName": "Luca***********Leis", "bankAccount": "1422***9-3", "bankBranchCode": "0**1"
If the money did not reach your account, please contact our live support and report the issue.
Best regards
Thank you very much, Vulkan Vegas Casino team, for your assistance.
Dear Lucasleis,
Could you please advise if you contacted Customer Support as requested?