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I made a withdrawal request via pix on the 15/05th and on the 16/05th they took the money from the game account, but until today, the 22/05th, they didn't deposit it in my bank account!

Note: in other withdrawal request opportunities they paid me in less than 24 hours!

Fiz um pedido de saque via pix dia 15/05 e dia 16/05 tiraram o dinheiro da conta do jogo, mas até hoje dia 22/05 não depositaram na minha conta bancária!

Obs: em outras oportunidades de pedido de saque me pagaram em menos de 24 horas!

Dear Ivanildo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account does not need KYC verification, as I already had my documents approved months ago, I have also made several withdrawals via pix that landed in my bank account in less than 2 days, often 3m less than 4 hours after the request, and a week has gone by, and during this period I even got in touch with vulkan support, which at the time the attendants were very helpful and polite, including giving me the information that they would deposit in my account in 2 working days, hence the complaint in this website (Casino Guru)

Minha conta não precisa de verificação de KYC, pois já tive meus documentos aprovados faz meses, também já fiz vários saques via pix que caíram na minha conta bancária em menos de 2 dias, muito das vezes 3m menos de 4 horas após o pedido, e já se vão uma semana, e neste período cheguei a entrar em contato com o suporte de vulkan que por vez os atendentes foram bem solícito e educados, inclusive me passando a informação que depositariam na minha conta em 2 dias úteis, por isso da reclamação neste site ( Casino Guru )

Dear Ivanildo,

Have you received your withdrawal from the casino yet?

I didn't receive it, it's been 14 days and no deposit in my account!

Não recebi, já se vão 14 dias e nada de depositarem na minha conta!

Thank you for your reply, Ivanildo. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I've already made several withdrawals before, and I've already said that the KYC doesn't need verification because it's already been done, (it's said by me in the answers there in the conversation above), but today I went to look at the game account, because even the withdrawal didn't fall into the my bank account, I didn't stop depositing it in the game account and continue playing and believing, then I saw that after 16 days they rejected my withdrawal request and the amount returned to the game account, today I'm going to ask for the withdrawal again!

Já fiz vários saques antes, e já falei que o KYC não precisa de verificação pois já foi feito, ( está dito por mim em respostas aí na conversa acima ), porém hoje fui olhar na conta de jogo, pois mesmo o saque não caindo na minha conta bancária, não deixei de depositar na conta do jogo e continuar jogando e acreditando, então vi que depois de 16 dias rejeitaram meu pedido de saque e o valor voltou para a conta do jogo, hoje mesmo vou pedir o saque novamente!

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning, the amount was reversed to my game account after 16 days of the withdrawal request, but I made the withdrawal request again and the next day it was deposited in my bank account! Case solved! Thanks Casino Guru!

Bom dia, o valor foi estornado para minha conta de jogo após 16 dias do pedido de saque, porém fiz novamente o pedido de saque e no dia seguinte foi depositado na minha conta bancária! Caso resolvido! Obrigado Cassino Guru!

Dear Ivanildo,

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 for your cooperation, and please do not 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,

Kristina

Casino.Guru