Vulkan Vegas Casino - A retirada do jogador não foi processada.

Good Morning,

I have a withdrawal in progress since the 11/04th and another since the 14/04, which have not yet been settled. I have already contacted the casino several times, who tell me that the withdrawal is processed on their part, the problem is with the external payment provider to complete the processing.

They admit that there is a delay, but that they cannot influence the external provider and that I have to wait for the final change in the status of the withdrawals.

Can you help?

Thanks

Bom dia,

Tenho um saques em andamento desde dia 11/04 e outro desde dia 14/04, que ainda não foram liquidados. Já entrei em contacto por diversas vezes com o casino, que me diz que da parte deles está processada a retirada, o problema está no provedor de pagamento externo para finalizar o processamento.

Admitem que há um atraso, mas que não podem influenciar o provedor externo e que tenho de aguardar a alteração final do status dos saques.

Conseguem ajudar?

Obrigada

Dear Vânia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Which payment method to withdraw your winnings have you opted for?

Would you be so kind as to 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.

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

Best regards,

Kristina

Yes, I have successfully cashed out before and this has never happened to me.

The method used is always the same, BankTransfer.

Sim, já fiz saques com sucesso antes e nunca me aconteceu isto.

O método usado é sempre o mesmo, BankTransfer.

Thank you for your reply, Vania21. Could you please advise when exactly you received your last withdrawal? Approximately how many days did it take to be processed?

On the 8/04 it was the last withdrawal I received and it took about 2 days to process.

No dia 8/04, foi a última retirada que recebi e demorou cerca de 2 dias a ser processada.

From what I've noticed here on the site, there are problems with several Portuguese players, who asked, like me, for withdrawals on the 11/04th (although I'm also waiting for one on the 14/04th) and the answers from the casino are the same.

Pelo que me tenho apercebido aqui no site, há problemas com vários jogadores portugueses, que pediram, tal como eu, os saques no dia 11/04 (embora eu também esteja a aguardar um do dia 14/04) e as respostas por parte do casino são as mesmas.

Dear Vania21

Indeed, you are right, there was an issue with one of the payment provider. Our billing did their best to resolve an issue (some transactions got through, the rest - got cancelled and by making a new withdrawal the requests were routed via a different payment provider).

As far as we can see within the log, you should have already received the winnings in full. 

Can you please confirm?

And once again - apologies for unforeseen inconveniences. 

Kind regards, 

VulkanVegas

Good Morning,

Yes, yesterday when I entered your page I realized that the amount was again available for withdrawal and that's what I did, I asked for the withdrawal again, because I couldn't talk to anyone via chat (I must have been overloaded).

For the first time, the loot went from incomplete to successful in a few hours (it didn't even go through progress).

As for the amount being available in my account, it only recently remained.

So the problem was solved. I'm just sorry that they didn't do this sooner, because I talked daily through the chat with you talking about this delay and you just asked me to wait.

Thanks

Bom dia,

Sim, ontem ao entrar na vossa página apercebi-me que o valor estava novamente disponível para saque e foi o que fiz, voltei a pedir o saque, pois não conseguia falar com ninguém pelo chat (devia estar sobrecarregado).

Pela primeira vez, o saque passou de incompleto para sucesso em poucas horas (nem passou pelo andamento).

Quanto ao valor estar disponível na minha conta, só à pouco é que ficou.

Sendo assim o problema ficou resolvido. Só tenho pena, que não tenham feito isto mais cedo, pois falei diariamente pelo chat convosco a falar deste atraso e só me pediam para aguardar.

Obrigada

Dear Vania21

Once again, sorry for the inconvenience caused.

Happy all resolved successfully!

Have a nice week ahead!

Kind regards

Awesome news, Vania21. 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.