Vulkan Vegas Casino - A retirada do jogador foi adiada.

Good afternoon.

I come to file my complaint, since December 15th I asked for the redemption of my prizes and until today, money doesn't even see it, I've talked to people on the program's chat countless times and the excuses are always the same. processed I have to wait. It's a shame not to comply with the legal payment terms that would be a maximum of 5 working days and with that it already takes 7 days.

My kyc validation process is done and valid and it's a shame they don't return the money to people, I know of other friends who are waiting, it's been 10 days and nothing

Boa tarde.

Venho apresentar a minha reclamação, desde o dia 15 de Dezembro que pedi o resgate dos meus prémios e até ao dia de hoje dinheiro nem vê-lo, já falei inúmeras vezes com as pessoas no chat do programa e as desculpas são sempre as mesmas está processado que tenho que aguardar. É uma vergonha não cumprirem os termos legais de pagamentos que seria no máximo 5 dias úteis e com isto já vai em 7 dias.

O meu processo de validação kyc está feito e válido e uma vergonha não devolverem o dinheiro as pessoas, sei de outros amigos que estão a espera já fez 10 dias e nada

Dear Paulo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Paulo,

The withdrawal request was approved by the Casino on Dec 15.

Since it's a bank transfer it may take up to 10 workings days, and considering the Holiday season...

Pardon for the delay, hope your request will be processed very soon by the bank.

Kind regards

Good afternoon, thank you for the answers, I will be waiting then for 10 working days as you say, since I'm already waiting for 8 days.

I don't understand if it can take up to 10 days because this is not explained and said, because what is mentioned on your page is from 12 hours to 5 days.

Hence my dissatisfaction with using other platforms and at the end of 72 hours I already have the money in my bank.

And it's normal to think that something isn't right when you go past the stipulated payment deadline.

Greetings Paulo Espinheira

Boa tarde obrigada pelas respostas irei ficar a aguardar então pelos 10 dias úteis como diz, visto que estou a aguardar já a 8 dias.

Não entendo se pode demorar até 10 dias porque isso não é explicado e dito, porque o que está mencionado na vossa página é de 12 horas a 5 dias.

Daí o meu descontentamento visto usar outras plataformas e ao final de 72 horas já tenho o dinheiro no meu banco.

E é normal achar que alguma coisa não está bem quando passa do prazo estipulado de pagamento.

Cumprimentos Paulo Espinheira

Good Morning.

It's been 10 days and so far zero money in my account.

The only thing I got was an email saying the transfer was successful but I haven't received any money so far.

Bom dia.

Passaram 10 dias e até agora zero de dinheiro na minha conta.

A única coisa que recebi foi um email a dizer que a transferência tinha sido bem sucedida mas não recebi qualquer valor até agora

Good afternoon.

My thanks for your help in trying to solve my problem.

At this point I already had the confirmation of the money in my account, unfortunately I never expected it to take so long.

Situation resolved

Boas tardes.

Desde já o meu agradecimento pela vossa ajuda, na tentativa de resolução do meu problema.

Neste momento já tive a confirmação do dinheiro na minha conta, infelizmente nunca esperei que tivesse tanta demora.

Situação resolvida

Awesome news, Paulo. 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.