Vulkan Vegas Casino - Der Spieler hat ein Problem mit einer Pix-Transaktion.

Dear corretoraelisavn,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify if the issue is regarding a deposit in the casino or a withdrawal of funds from the casino?
• Could you please specify when you initiated the transaction?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, it would be about withdrawal, I requested a withdrawal on Friday, my account was verified on Saturday, until then they said in the chat that as it wasn't a working day on Monday it would go down, on Monday I got in touch again they said that everything was ok, and that the amount it had already been removed from the Wallet and that it would drop at any moment, then yesterday they returned my amount to the game, and claimed that they don't know why the amount returned to the game, and they didn't pay me, and they don't give a concrete answer when they are going to pay. My account is 100% verified, the amount is R$ 400.00

Olá, seria sobre saque, solicitei um saque sexta feira, minha conta foi verificada sábado, até então falaram no chat que por não ser dia útil na segunda feira cairia, na segunda entrei em contato novamente falaram que estava tudo ok, e que o valor já havia sido retirado da Carteira e que a qualquer momento cairia, ai ontem devolveram meu valor para o jogo, e alegaram que não sabem o porque o valor voltou pro jogo, e não me pagaram, e não dão uma resposta concreta quando vão pagar. Minha conta está 100%verificada certinha, o valor é de R$ 400,00

Do I understand correctly the amount you attempted to cash out has returned to your casino balance?

Have you requested a new withdrawal? Was it successful?

Have you successfully passed the account verification?

Hello everything is fine? My account is successfully verified, but the withdrawal has not yet been completed in total, I made the withdrawal of R$ 400.00 but after another complaint in the complaint here on Friday, on Saturday they transferred only 200.00 to my account, I still have 260.00 left in total because I withdrew another 60.00 this weekend, which also hasn't gone down, and the other 200.00 that's missing has been over 10 days and nothing has gone down, they haven't paid me yet.

Olá tudo bem? Minha conta está sim, verificada com sucesso, porém o saque ainda não foi concluído no total , fiz o saque de R$ 400,00 porém após outra reclamação no reclame aqui na sexta feira, no sábado transferiram só 200,00 pra minha conta, falta no total ainda 260,00 porque saquei mais 60,00 neste final de semana, que também não caiu , e os outros 200,00 que falta já faz mais de 10 dias e nada de cair, não me pagaram ainda.

Could you please share a screenshot from your withdrawal history that can be found in your casino account? Post screenshots of it here, or alternatively, send the information to my email at tomas@casino.guru

I'll await your reply.

Dear corretoraelisavn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm waiting for a deposit of 60.00 in about 15 days, that previous amount was transferred, now there's a deposit of 60.00 and in 15 days I'll send an email, complain here, chat, the operator closed the chat so as not to respond to me, they ask me to come in Get in touch later and they will resolve it, I get in touch and they close the chat in my face, they don't resolve anything

Estou esperando um depósito de 60,00 a uns 15 dias, aquele valor anterior transferiram, agora tem um de 60,00 que a 15 dias mando email, reclame aqui, chat, o operador fechou o chat pra não me responder, pedem pra entrar em contato mais tarde que vão resolver, entro em contato eles fecham o chat na minha cara, não resolvem nada

Could you please share a screenshot from your withdrawal history that can be found in your casino account? Post screenshots of it here, or alternatively, send the information to my email at tomas@casino.guru

Hello, here is an attachment of my withdrawal history, as you can see, nothing has been transferred yet. They want me to cancel and redo the withdrawal again, to start the period from scratch, and thus delay me for another 20 days or more.

My name is Elisa ******

Email: c*****@gmail.com

Pix: 1******6

Olá segue anexo do meu histórico de saque, como podem ver ainda não transferiram nada. Querem que eu cancele e refaça o saque novamente, para começar o prazo do zero, e assim me enrolarem mais 20 dias ou mais.

Meu nome é Elisa ******

E-mail : c*****@gmail.com

Pix : 1******6

Hello

According to our records, there are no active/pending withdrawal requests.

All has been paid out.

Kind regards

Thanks to both parties for the responses.

Dear corretoraelisavn,

Has there been any progress regarding your withdrawal or are you still experiencing the same problem?

I'll await your response.

Dear corretoraelisavn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've received the following message from the player:

"Hello, how are you? You paid for New Year's Eve 1 day before, I appreciate your help. Thank you."

We've received the following message from the player:

"Olá tudo bem? Pagaram no ano novo 1 dia antes, agradeço a ajuda de vcs. Grata."

Dear corretoraelisavn,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Vulkan Vegas Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru