Refuses to accept my documents and will not help me

Bom No dia 23 05 23 pedi um saque no valor de 1900 reais no vulkanvegas o mesmo dividiu em dois saques sendo um de 1000 e outro de 900 reais, até aí ok, passando dia 24 cancelaram meu saque de 900 reais mas.continuou valor na conta, no dia 25 sumiu o outro saque de 1000 reais e ficou em processamento (sempre que sai da conta pagam na hora).

E isso não ocorreu saiu os 1000 da conta e ficou la em processamento e ficou soh os 900 que cancelaram dia 26 nda de receber aí tinha os 900 na conta comecei jogar como na imagem, já no dia 27 cancelaram meu saque de 1000 sendo que já tava em processamento e tinham retirado o valor da conta aí pra minha surpresa entro no chat informando o problema me informam que eu usei o saldo dos meus 1000 reais que evaporou da conta, mentira, com as provas das rodadas jogadas e foto das transações do dia 23 dia do saque com saldo de 1900 na jogada e na jogada seguinte do dia 26 meu primeiro giro com saldo de 900.

Após 3 horas de atendimento com o atendente Eduardo o mesmo verificou jogada por jogada e confirmou o erro ocorrido o mesmo passou pro setor financeiro q desde então não dão resposta e não devolvem meu saldo real que retiraram da conta e não pagaram, msm assim por diversos atendentes me informaram que eu joguei o saldo impossível como na foto um giro 1900 no seguinte giro 900 de saldo 3 dias depois desde então os atendentes me informam a mesma resposta e nunca retornam meu saldo, informando que tá no setor responsável pra verificar onde tá bem nítido onde já verificaram e não me dão meu dinheiro. 

Tive que recorrer aqui pra tentar resolver pq estão tentando me enrolar ao máximo pra que eu desisto e saio prejudicado por um erro interno.

Fiz um depósito via pix no valor de 50 reais para minha conta no casino vulkan vegas.

O depósito foi feito no dia 15/03/2023 e até hoje não foi creditado e nem recebi o estorno do meu dinheiro.

Entrei em contato diversas vezes com o apoio ao cliente e eles apenas dizem que é para aguardar que o meu caso já foi encaminhado para o departamento responsável.

Porém hoje vai completar 21 dias de espera e não foi resolvido, sendo que o tempo de espera para o depósito ser creditado é de 72h, (assim eles me informaram).

Ssó peço que resolvam isso, por favor

Abaixo as capituras de tela mostrando o comprovante do depósito e os dados da minha conta no casino.

Obs: eu já depositei outras vezes nesse casino e sempre foi creditado em instantes.

I have been a verified user of this platform for over 2 years. During this time, Ive made numerous deposits without any issues, but I never tried to withdraw my funds—until now. My experience has been a total disaster.

When I finally tried to take my money out, they started a never-ending verification process. They rejected my withdrawal multiple times, demanding "selfie" photos of me holding various objects. Then, they kept rejecting the photos due to "poor quality" (which was just an excuse).

Once I finally provided everything they asked for, my withdrawal went into "pending" status. It has been 4 days now, even though their own Terms and Conditions clearly state that withdrawals take anywhere from 5 minutes to 2 days.

Customer Support is Non-Existent:

The Bot: I am stuck in a loop talking to a chatbot that provides zero help.

Emails: I have sent multiple emails to their support team and have received zero replies.

They were more than happy to take my money for two years, but now that it's time to pay out, they’ve gone silent. I wouldn't wish this experience on anyone. Be warned: getting your money out is a nightmare.

I won about 100 euros on bonus, did the wager. They said i have to deposit, ok i deposited 10 and won 20 on sports and then went to withdraw. They said first do kyc. Ok, I upload everything. They said not good. Ok I upload again, again and again(mind you, i uploaded like 15 pics of EVERYTHING. And finally they approve 100% of my KYC.(will upload photos as proof)

Ok great i submit a withdrawal request, guess what???

My kyc got reversed, suddenly I'm getting an email saying you need to submit everything again. I will edit this when i get updates.

Hello,

I have been a long-term verified player at Vulkan Vegas since 2020. I have never had any issues or violations.

On 06.12, the casino flagged my account due to a single login showing an Austrian IP address. I live in Slovenia, close to the Austrian border, and I use mobile data on my telephone, which sometimes routes traffic through neighboring countries. This is a known and common issue and does not represent VPN usage. It's something that happened one time without my power to control it.

I clearly stated that I was not in Austria and did not use any VPN.

The casino never provided any proof of VPN usage or any evidence of wrongdoing.

Instead of presenting evidence, the casino offered to unlock my account only if I agree to void my full balance (€3488) and accept only €250 as their ''good gesture'' to me. This feels like pressure to give up my winnings without any valid justification because I won too much and they dont like it.

My balance was obtained through correctly completed bonus wagering and subsequent gameplay with real money, which is fully legitimate. On the day of the accusation, my balance was 500€. Over the course of the day till today, I managed to win up to 3488€.

I kindly ask AskGamblers to review this case and request the casino to:

Provide evidence of any real violation (if it exists), OR

Release my full legitimate balance of €3488.

Thank you for your assistance.

Hi Askgamblers,

I am submitting a formal complaint regarding Vulkan Vegas Casino and a withdrawal that has been unjustifiably delayed.

I requested a withdrawal from my Vulkan Vegas account to my bank, and the casino informed me that withdrawals are processed within five (5) days. However, it has now been six days, and I have still not received the funds in my account. I have contacted their support team, but I have not received a clear explanation or resolution.

Details:

* Withdrawal amount: 9,012.00 Php

* Withdrawal request date: 11/04/2025

* Payment method: BANK

This delay is causing significant inconvenience, and I believe the casino is failing to meet their stated processing time. I am kindly requesting AskGamblers to assist in resolving this issue and ensure that my withdrawal is released as soon as possible.

Thank you for your time and assistance. I am hoping for a prompt resolution.

Kind regards,


Hello AskGamblers,

I’m filing this complaint due to an unresolved withdrawal issue with Vulkan Vegas Casino.

📌 Key details:

• Username: <email address removed>

• User ID: 67200605

• Amount: 30,000 DKK (~4,000 EUR)

• Withdrawal Method: Skrill (fully verified)

• Date of Withdrawal Request: 15 July 2025

• Transaction ID: 3096dc02-ef84-47d7-a880-5fc972d1f27e

📖 The full story:

On 15 July 2025, I requested a withdrawal of 30,000 DKK via Skrill from my fully verified Vulkan Vegas account. This balance is 100% real money, with no active bonuses or wagering restrictions.

Prior to this, I had attempted a withdrawal to my Revolut account, but that was declined due to Revolut no longer supporting transactions from Vulkan Vegas. I immediately submitted the same request via Skrill, which is fully verified and has been added as my preferred withdrawal method.

Since then:

• I’ve contacted their support several times

• Responses have been vague and unhelpful

• At one point, the chat was closed abruptly while I was still seeking clarification

According to the casino’s published Terms & Conditions, withdrawals in this amount range should be processed within 5 business days. As of 23 July, no money has been received and no concrete updates have been provided by the casino.

📎 Proof provided:

• Screenshot of account balance showing 30,026.62 DKK

• Transaction ID

• Will provide Skrill verification and chat logs if required

This is a significant amount of money, and the lack of transparency and delay is unacceptable. I kindly ask AskGamblers to assist in getting a resolution and ensuring that the casino honors its stated withdrawal policy.

Thank you for your attention.

Kind regards,

<full name removed>

I am submitting this complaint regarding a €500 withdrawal from Vulkan Vegas, requested on June 9 and marked as “successful”.As of today (June 17), I have still not received the funds in my bank account (Paysera).

I contacted the casino’s support team multiple times. On June 13, they informed me that the case was sent for investigation. Since then, I have not received any updates.

Meanwhile, I contacted my payment provider (Paysera), and they officially confirmed that no such transfer has been received and that nothing is pending in their system.

It has now been over 7 business days, which is not acceptable for a standard bank transfer. I am left without access to my funds and without proof that the casino actually sent the money.

I kindly request AskGamblers to assist me in resolving this issue and getting my €500 withdrawal successfully completed.

Thank you in advance.