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On the 11th of April I made a withdrawal of 140 euros and it's still in progress, I've already talked to the chat and they just tell me to wait a few days. I find it very strange that my survey on the 11th is still ongoing. I know of another player who made a withdrawal request after me and has already received it and I have nothing.

I've already questioned by chat why the withdrawal of 140 euros is still in progress and I still haven't received it. And their answer was still received today (day 15). But the truth is that 7 more days have passed and nothing.

I ask for help if possible since the casino itself does not help me and just tells me to wait...

No dia 11 de Abril fiz um levantamento de 140 euros e até agora continua em andamento, ja falei com o chat e só me sabem dizer para esperar uns dias. Acho muito estranho o meu levantamento do dia 11 continua em andamento. Sei de outro jogador que fez um pedido de levantamento depois de mim e ja recebeu e eu nada.

Já questionei por chat o porque do levantamento de 140 euros continua em andamento e ainda nao ter recebido. E a resposta deles e que recebia ainda no dia de hoje (dia15). mas o certo é que ja passou mais 7 dias e nada.

Peço ajuda se possivel uma vez que o proprio casino nao me ajuda e só me manda esperar...

Dear AnaPereira90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes I have the account verified and everything is ok. I think it's strange that other people have already withdrawn the money and I'm still processing it. And whenever I question the chat they say different things, problems in processing, they already said I would receive it at the end of the day and it's been 15 days. and everything remains the same. I played with my deposited money. Thank you for your help.

Sim tenho a conta verificada e esta tudo ok. Eu acho estranho é outras pessoas já terem levantado o dinheiro e eu ainda estar em processamento. E sempre que questiono o chat dizem coisas difrentes, problemas nos processamentos, ja disseram que ia receber no final do dia e ja passou 15 dias. e continua tudo igual. Joguei com o meu dinheiro que depositei. obrigado pela ajuda.

Hello

Sorry you've faced a delay with the withdrawal.

We believe you are referring to transaction 897feb6e-9373-40d1-bbd6-308aebb42906

If so - our financial dept. reported this to the payment provider, we are looking forward to a speedy resolution of the issue.

Thank you for your patience.

Kind regards

Yes it is that same transaction 897feb6e-9373-40d1-bbd6-308aebb42906. I've been waiting for 16 days. It's already a good delay.

Sim é essa mesma transação 897feb6e-9373-40d1-bbd6-308aebb42906. Estou a 16 dias a espera. já é um bom atraso.

Thank you very much, Vulkan Vegas Casino team, for checking this for us.

Dear AnaPereira90,

As the casino is investigating the issue, we will set the timer for additional 4 days and if there's no development by Monday, we will intervene. Thank you very much in advance for all your patience.

Thank you very much for your help... I hope it gets resolved...

Muito obrigada pela vossa ajuda... espero que seija resolvido...

My withdrawal was rejected without explanation.

Foi rejeitada sem explicação o meu levantamento.

Dear AnaPereira90

Your transaction failed due to technical issues at payment provider's side.

But as far as we can see, you've already received your winnings. Can you please confirm?

Thank you in advance!

Kind regards

I still haven't received it, I'll wait until tomorrow. Then I give feedback.

Hoje ainda nao recebi, vou esperar até amanha. Depois dou o feedback.

It seems that the withdrawal should be on its way. I will check back with you on Monday, AnaPereira90.

Thank you very much for your help and attention.

Já Recebiii muito obrigada pela ajuda, e atenção.

Was the withdrawal received already, please?

Yes, already received thank you very much for your help, and attention.

Sim, já Recebiii muito obrigada pela ajuda, e atenção.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, AnaPereira90, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru