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On January 5th I made a withdrawal of 300 euros and it is still in progress, I already talked to the chat and they just tell me to wait. I find it very strange that my withdrawal on the 5th is still in progress and on the 17th I made another withdrawal with the amount of 180 euros and it arrived on the same day without a problem.

I've already asked by email and chat why the withdrawal of 300 euros is still in progress and I still haven't received it and a more recent withdrawal has arrived right away.

I ask for help if possible since the casino itself does not help me...

No dia 5 de janeiro fiz um levantamento de 300 euros e até agora continua em andamento, ja falei com o chat e só me sabem dizer para esperar. Acho muito estranho o meu levantamento do dia 5 continua em andamento e no dia 17 fiz outro levantamento com o montante de 180 euros e chegou no proprio dia sem problema.

Já questionei por email e pelo chat o porque do levantamento de 300 euros continua em andamento e ainda nao ter recebido e um levantamento mais recente ter chegado logo de imediato.

Peço ajuda se possivel uma vez que o proprio casino nao me ajuda...

Dear AnaPereira90,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which payment method to withdraw your winnings have you opted for? Was it the same payment method for both withdrawals?

Additionally, please, forward any relevant communication between you and the casino to 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

All withdrawals and deposits were made using the same method, Bank Transfer (to my ATM staff). The casino so far says I have to wait. but the strange and so long on hold and then make a withdrawal again and on the same day my account arrives. It seems that they forgot about the previous withdrawal in the amount of 300 euros.

Todas as retiradas e depositos foram feitos do mesmo metodo, Bank Transfer (para a minha pessoal de multibanco). O casino ate agora diz que tenho que aguardar. mas o estranho e tanto tempo em espera e depois fazer novamento um levantamento e no mesmo dia chegar a minha conta. Parece que se esqueceram do levantamento anterior no valor de 300 euros.

Dear AnaPereira90

I am sorry to hear you uncounted the issue.

I believe you are talking about transaction 911dd15e-5850-4adf-8cd2-de7c2bedfae3

Indeed, that was the period of NY holidays and some banks (especially Portugese) whether did not work or worked but within specific schedule. We notice troubles with these transactions, unfortunately.

As for the moment being, Casino is unable to cancel the withdrawal request and we are to wait for the money to arrive. Would like to assure you, you will get the money by all means.

Thank you for understanding.

Best regards

Hello everyone,

Thank you both for your replies. Vulkan Vegas Casino representative, we really appreciate you taking your time to share more details on what is going on. If this is the case, we have no other option than wait for a few more days, and hopefully, the withdrawal will be finalized soon.

I will set the timer for additional 7 days. Please, keep us updated and let us know if there is anything new in the meantime.

Dear all,

I'd like to inform, that we (casino platform) received a successful confirmation for the withdrawal.

Dear AnaPereira90, can you kindly confirm that the money was received?

Thank you in advance!

Best regards

Good afternoon, I just received the 300 euros, I want to thank Casino Guru who helped to resolve the case quickly and the Vulkan Vegas Casino Representative who explained the reason for so much waiting.

Sorted out!

Boa tarde, acabei de receber os 300 euros, quero agradecer ao Casino Guru, que ajudou a resolver o caso rapidamente e ao Representante do Vulkan Vegas Casino que explicou o motivo de tanto de espera.

Resolvido!

Awesome news, AnaPereira90. 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.