Hello. Can anyone help me. My situation is that i have won 5000€ on Vulkan Vegas. I wanted to withdrawal the money to my bank account but it was rejected 2 times. The first time it said that i need a KYC check. I have made that and received an email that the verification is complete and succses. Then i wanted again to withdraw the money but i again became the same email about the KYC check. I wrote to support and sended the screenshots of all but i dont become any answer i wrote on life chat and again no answer. What can i do? The amount 5000€ is not a small thing ?

Dear Elchyee,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal attempt in this casino? Have you received any confirmation about successful account verification? If yes, you can forward it to [email protected].

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, especially if it’s your first withdrawal. Assuming that you have completed KYC verification successfully, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.

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

Best regards,

Petronela

Thank you for the response. I have written you per email.

Thank you very much, Elchyee, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Elchyee,

I have reviewed your case and will do my best to help you get this resolved.

I would like to invite Vulkan Vegas Casino to join the conversation. Vulkan Vegas, are you able to provide any insight into the problems the player is experiencing?

Hello Elchyee, Adam

Several requests were declined due to source of funds request. But the new ones have been created and are being processed by the payment provider. In case of a failed transaction, we would kindly ask to provide us with a source of funds documents.

Thank you in advance!

Thank you for your prompt response Vulkan Vegas Casino.

Dear Elchyee,

We will extend the timer to allow time for the new requests to be processed by the payment provider. Please continue to keep us updated on any developments in the meantime.

Thank you both for the answers. I hope it goes this time. And i have no problem when you need any documents i will sent you.

Hello Adam. I want to tell you that i have received my first 2000€ on my bank account. When i become zlthe other 3000€ i will tell you . I want to thank you soo much that you helped.

Hello Elchyee,

I'm glad to hear you have received your first payment, please do continue to keep us updated.

Dear Elchyee,

Would you please confirm all the money was received?

Thank you in advance!

Best regards

Hello. Yes i have received the money thank you ??

Hello Elchyee,

I'm glad to hear that you have received all of your payments. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 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.