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Some time ago, I remember winning 90€ and I proceeded to withdraw it. Days and days passed and I received nothing, so one day I decided to contact Vulkan to inquire why my money had not arrived. They gave nonsensical explanations, stating that they had blocked my account on suspicion of money laundering among other things. I responded by saying, if I were laundering money, I wouldn't be chasing a measly sum of 90€ as I wouldn't need it. However, since it's my hard-earned money and I am poor, I decided after a long time to reach out to you with the hope of getting some help. Thank you, and keep up the good work.

A uns tempos atras lembro de ganhar 90€ nos quais procedi ao levatamento passaram dias e dias e nada ate que um dia resolvi contactar a vulkan o porque de o meu dinheiro nao ter chegado disseram coisas sem nexo dizendo que me tinham bloqueado a conta por suspeita de levagem de dinheiro entre outras coisas no qual eu disse se eu fizesse lavagem de dinheiro nao andava atras de uma misseria de 90€ pois nao percisava mas como sao meus e ganhei os e sou pobre decidi hoje passado muito tempo entar em conctato convosco na expectativa de poder ser ajudado agradeço e bom trabalho

Dear Goncalocosta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I don't know the day I registered because it was some time ago and I don't remember what games I played my account was already verified because I had already received the survey before I think if I'm not in error of 50€

Nao sei o dia em que me registei pois ja foi a algum tempo e nao me lembro que jogos joguei a minha conta ja se encontrava verificada pois eu ja tinha recebido anteriormente o levatamento penso eu se nao estiver em erro de 50€

There was no bonus

Nao tinha nehum bonus

Could you please specify if you play casino section games or you place bets on sports betting? Thank you.

Casino

Thank you, Goncalocosta, for your reply. Could you please specify how long ago you requested this withdrawal? I don't need the exact date but at least approximately. Also, please forward any relevant communication between you and the casino to petronela.k@casino.guru at your earliest convenience.

About a year or more

Cerca de um ano ou mais

We apologize, Goncalocosta, but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible. I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.