Vulkan Vegas Casino - Player's withdrawal is being blocked repeatedly.

Despite having a verified account, the casino has blocked my ability to make withdrawals. I have had an account with the casino for a while and have never previously encountered any problems with withdrawals. However, I am now unable to access my funds and no one can explain why. I have been asked to verify my account again and, of course, I sent all the necessary documents. Despite this, I was asked to verify the same card three times, which I had previously verified. After verification, I still could not initiate a withdrawal and no one from the support team was able to provide an answer. I even went as far as writing to the casino department that handles these matters. They responded by stating that my account was verified and I could normally initiate a withdrawal. However, I couldn't proceed due to the continued withdrawal blockage. After contacting support again, I was notified that my case had been transferred to the appropriate department. Unfortunately, the issue ended there. Every time I inquire about any updates, I'm met with the same response that my case has not yet been reviewed and I should wait. This kind of treatment from the casino towards its customers is unacceptable. I can't do anything on my own and I'm constantly being brushed aside. Perhaps you can help me resolve this issue.

Dear martyna2004,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

In there. I have had an account since July 1, 2022, I played slot machines for real money.

Dear martyna2004

Please kindly make a withdrawal request, casino cannot make one for you.

Kind regards

Of course, I would place a payment order if I could, unfortunately I can't do it because my payments are still blocked

Dear Vulkan Vegas Casino Team,

Is there anything else needed from the player to proceed with the withdrawal? Thank you.

Dear martyna2004

Please, kindly try now.

Kind regards

I managed to request a withdrawal

Hello,

The withdrawal was approved.

Kind regards

I have already received my payment. Thank you for your help 😉

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, martyna2004, 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