Vulkan Vegas Casino - A retirada do jogador foi rejeitada.

Good afternoon . I come to ask for help as it is my first time playing online.

happens that on 5/2 I made a deposit of €50 and I got a bonus, I managed to win €600.

completes the procedures for KYC verification and has been well verified.

the casino split my withdrawals into two parts. One for €150 and one for €450. The chosen method of payment was by bank card. The order was incomplete and quickly moved to "in progress" "in progress". From the 5th to today 9/2 I always questioned in the chat the payment delay, which they always replied that everything was processed well it was just a matter of time for the money to come in.

to my amazement that I went to the payment history, and it appears that the payment of €150 was rejected. I already questioned the casino and they say it was technical problems!

I tried the withdrawal again but this time by bank transfer , and it appears that it is incomplete .

I am very upset, because I had actually read feedback that the site was a fraud and apparently I was also deceived.

Any suggestions you can give me??

Thanks

Boa tarde . Venho pedir ajuda , pois é a minha primeira vez a jogar on-line.

acontece que no dia 5/2 fiz um depósito de 50€ é ganhei um bónus, consegui ganhar 600€.

conclui os procedimentos para a verificação de KYC e foi bem verificado.

o casino dividiu o meu levantamentos em duas partes . Uma de 150€ E outra de 450€. O método escolhido de pagamento foi por cartão bancário . O pedido ficou em incompleto e rapidamente passou para " in progress" " em andamento" . Desde dia 5 até ao dia de hoje 9/2 questionei sempre no chat a demora do pagamento , a qual responderam sempre que foi tudo bem processado era só questão de tempo para o dinheiro entrar.

meu espanto que fui ao histórico de pagamentos, e aparece que o pagamento de 150€ foi rejeitado . Já questionei o casino e dizem que foi problemas técnicos!

tentei o saque outra vez mas agora por transferência bancária , e aparece que está incompleto .

Estou muito chateada , porque realmente tinha lido feedbaks que o site era fraude e pelos vistos fui enganada também .

Alguma sugestão que me possam dar ??

Obrigada

Dear Raquelsanty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that only one withdrawal (€150) was rejected? Is the second one (€450) still pending?

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. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Raquelsanty,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.