Vulkan Vegas Casino - The player's withdrawal is delayed.

viaID- 9c9c5a2a-aff1-496f-aa14-790079f90020

I made the withdrawal request on 11/03/22 - on 11/07/22 the amount requested for withdrawal was withdrawn from the website account (vulkan vegas). from the date I placed the order until today there are 19 days.. and 15 days since the amount was removed from my account and ''success'' appeared in status

It was a bonus of 50 spins, I completed the rellover and continued playing, I lost a little of what I won and decided to withdraw what was left in the account and then I made a deposit of 35 reais to be able to withdraw.

that's my problem. I understand that a lot of people are asking for the withdrawal, but I would like to ask for your help to intervene and help me solve my problem, thank you in advance for the support of the site, I certainly felt calmer.

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today it is 19 days since I made the withdrawal request and 15 days since the amount was removed from my account and appeared ''success'' in status.

it was a bonus of 50 spins, I completed the rellover and continued playing lost some of what I won and decided to withdraw the remaining 180 so I made the deposit of 35 reais to be able to make the draw.

that's my problem. I understand that many people are asking for the loot , but I would ask for help from you to intervene and help me solve my problem, since I thank you for the support of the site I was sure I was more relaxed.

Hello fabio221963,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Which payment method did you use to withdraw your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello, has been verified

on 03/11/22 it was already checked which was the day I placed the order.

method (Pix)

It's been about 3 days since I got in touch, subject to see if they had a response

since I was asked to contact them two days before and asked

to wait and I didn't really have an answer

Hello all,

The transaction is marked as "finished" within our back office, starting from 07.11.2022 18:21:25 (UTC)

Dear Player, if you have not received the funds, please kindly turn to our live support, provide all the necessary data and they will forward this to the PSP for clarifications.

Kind regards

Hello fabio221963,

Did you forward the casino the requested information? Is there any update regarding the case?

I contacted support and the attendant said she would forward my case, but did not ask me for any data or documents. he just said he would pass it on to the due sector. and when I asked a few days later if there was already an answer, they told me to wait until I would receive an email. Saturday completes 1 month that I'm waiting for this survey, very complicated. I saw people with the same problem being solved in 14 to 15 days. help me

updating, they opened an exception and sent my case back to the due sector.

they asked me for a document with the official response from the bank in which they request proof of shipment

Today completes 1 month and I was asked to wait again for a response from the sector. I spent more than ten days without an answer and apparently there would be no answer if I didn't talk to the support again to find out what state my problem is. and then I was informed that my problem had not been passed to the psp sector.

The only email I received was after I filed a complaint. heartbreaking this situation support does not say what state my situation is in, answers are always generic, it even seems that I am talking to a robot

They ask me for proof, when they should be sending me proof. it would be correct for me to send proof if my deposit had not fallen, inversion of total values

nick ?

Hello fabio221963,

Did you provide all the requested information to the casino?

that was the only thing I was asked for and it wasn't information.

but then paulo told me that it would no longer be necessary that the attendant blair forwarded my order.

I'm waiting for an email with a reply

today I received a proof of payment that was made to my bank account in the market paid with debit (debt) and I may not be able to access the money because with debt I do not know if it is possible to handle the money sent to the account. i know i put my pix correct, but they say they sent the correct pix i put. I haven't used my CPF as a pix for years and the day I requested it I looked in my account for my pix key so I wouldn't make a mistake. sad . An alert for everyone to always take a print of conversations and data placed for withdrawal. because if you hear a problem, the responsibility will be yours. 1 month and 5 days of waiting and this is the resolution

the casino should send me the value for the pix key I requested. because I was in harm's way

I would never use that pix key to receive this survey, I was very careful that this would not happen. I'm at a loss and that's not right, on the day I took my cell phone and looked at my pix key so I wouldn't miss a single letter

they were too lazy to type fabiocostasantos1996@gmail.com and sent it to a pix key registered with my cpf. as much as I have a pix key registered with my cpf, it was not the one I entered at the time of the survey. This is absurd not only because I don't have access to the money, but because they don't follow the withdrawal descriptions.

Dear Vulkan Vegas,

Can you please clarify the situation regarding the player's payment?

Dear Nick,

Wish we could understand the player's issue(

Unfortunately, we are unable to identify the issue the player is complaining about. The payout transaction is successfully finished.

Dear Player, are you saying that you specified wrong requisites for withdrawal request?

Kind regards

So, are you saying that it was Casino's fault ? And we need to fix it somehow?

Thanks in advance!

Kind regards

Hello all,

having consulted with the CFO, payment provider, we'd like to confirm the following:

1) Player solely inputs the requisites for withdrawal. Casino does not do any changes/modifications and is not involved.

2) The following information was input by the player for the withdrawal:

Wallet: fabioco****antos1899@gmail.com

bankCode": "2\*0",

"customerName": "FABI\*\*\*\*\*\*\*\*\***_**NTOS",

"bankAccount": "7120**_1-2",

"bankBranchCode": "0**1",

Hope this clarifies.

Best regards

exactly I put it into this account and the amount was not deposited into this account, but into another account

Hello fabio221963,

In case the casino can't alter the details you entered, the payment must have been processed based on your request.

Basically the casino can prove that you have requested the withdrawal on the account you do not have access to at the moment.

Is there any way you can prove that you requested it to the other account which you have preferred?

Please understand that currently based on all the proof provided, we consider that the casino did everything correctly as they have paid out your withdrawal and without any actual evidence that it has been requested to the other account we hardly can do anything.

Hello fabio221963,

I'm really sorry but based on all the information received so far from you and the casino it is basically impossible to prove which withdrawal information did you enter. The casino said that they do not alter details entered by the player and as the receiving account is your own, the casino paid out the winnings to you. As long as there isn't a proof that would show that you have entered a different PIX key, there is nothing we could do and we will be forced to close the complaint.

I make it clear here that the amount was sent, but to an account that I don't have access to and that I didn't request even with my mistake of putting the wrong pix key, it doesn't justify them sending it to a third account that wasn't filled in at any time.

the proof is the script that was sent by the representative of the site and the proof of payment sent to my email by vulkan vegas support. they show that yes there was a mistake on my part in putting an incorrect pix key and it shows their error in sending an unsolicited pix key.

If it was just my mistake, the receipt should contain the pix key that I requested the survey, but it shows another key that was not filled in at any time.

I apologize again for the obvious error on my part when I say that the script proves that I entered the correct email, again I say my anxiety makes me make mistakes both here and at the time of the withdrawal request. sorry again

Hello again,

I've looked into how Pix key works. The casino posted the exact e-mail you entered for the transaction which is: fabioco****antos1899@gmail.com.

The following statement showing CPF number which was the money sent to .

After checking how pix works, you must note that the sender may enter any of the following information in order to send the money :.

As the casino confirmed that you have entered an e-mail address but the transaction proof showing a CPF number, it must mean that the e-mail address is connected to the CPF number. In that case, it would not matter which information is visible, it is still the same account.

Can you please try to contact the payment provider and ask them if the e-mail fabioco****antos1899@gmail.com = CPF 06865986520.

If it's the same it would basically explain everything and it would mean that the money was sent by the casino to the address you requested to.

Dear fabio221963,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.