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Hi I have a problem not sending me the money I do not know where the problem is please help.

Dear martin04,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They sent me a message wanting to take a picture of my ATM card with which I made a deposit but it expired and now I have a new card from the same bank also want a picture of my ID card and proof of my address which I have already sent please tell me what to I do.

Изпартиха ми съобщение в което искат да снимам банкоматната ми карта с която съм направил депозит но тя изтече и сега съм с нова карта на същата банка също така искат снимка на личната ми карта и доказателство на адреса ми които вече съм изпратил моля кажете ми какво да правя.

Perfect. Thank you very much, martin04, for the update. How many days ago have you provided all the documents?

Dear martin04

Please confirm the money was received on 01.02.2022

Thank you in advance!

Kind regards

Yes, I received them, thank you, but I have another question why the money earned with bonus points cannot be withdrawn and equated to the bonus points.

Да получих ги благодаря но имам още един въпрос защо парите спечелени с бонус точки немогат да се изтеглят и се приравняват към бонус точките

Dear martin04

Loyalty points are not real money, that is a reward for your activity at VulkanVegas.

You may change loyalty points into real money, afterwards withdraw or continue playing.

To know more about Loyalty Program, please visit https://vulkanvegas.com/en/loyalty-program

Kind regards

Thank you very much, both sides, for your cooperation.

Do I understand correctly, martin04, that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Since the winnings have been successfully received and the player doesn't have any other issues, we will now close the complaint as ‘resolved’ in our system.

Thank you very much, martin04, 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