The player from Peru had been unable to withdraw her winnings due to issues with account verification. She had reported that her attempts at verifying her account were being rejected by the casino. After communicating with the Complaints Team, she had been able to resolve the issue and successfully withdrew her money. Consequently, the complaint had been marked as 'resolved' by the team.
Vulkan Vegas Casino - Player's withdrawal is not being processed.
Amount: 1,526 S/.
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
It's not allowing me to withdraw my money, please help me. I urgently need that money
Automatic translation:
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5 months ago
Dear nataliesd27,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Have you accumulated your winnings with or without an active bonus?
- Was your account, including the payment method, successfully verified?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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5 months ago
Dear nataliesd27,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
I have been trying to verify my account for over a week now and the casino rejects the documents I upload. Please help me get my account verified. I need to withdraw my money urgently
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5 months ago
Have you accumulated your winnings with or without an active bonus? Thank you.
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5 months ago
Translation
I was now able to withdraw my money. Thank you 😊
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nataliesd27, 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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