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I made two withdrawals, one on 11/02 and the other on 11/04, they are listed as completed on the website, but so far I have not received anything, my account has already been verified, I received the confirmation email. Every time I talk to them, they give me a different answer, first they just told me to wait, then an email arrived saying that the payment had already been made and they sent me 2 codes referring to the withdrawals, they said that I should contact my financial institution with these codes they would locate the transfer, but it's very clear on the website, the payment method must be the same as the deposit, I did it through the pix, as far as I know the pix drops right away, I've already contacted the bank and they said that I didn't receive any pix in that amount and that to see if it was a transfer they would need proof of the transfer, I contacted them again via chat, they already changed the conversation, that there was an error, they offered a check and then they said to wait, now every time I contact them, they tell me it's already in the financial sector, but it's been days.

Fiz duas retiradas, uma no dia 02/11 e a outra no dia 04/11, elas constam como concluídas no site, mas até agora não recebi nada, minha conta já foi verificada, recebi o e-mail de confirmação. Toda vez que falo com eles, me dão uma resposta diferente, primeiro só me mandavam aguardar, depois chegou um e-mail dizendo que o pagamento já tinha sido feito e me enviaram 2 códigos referentes as retiradas, disseram que eu deveria entrar em contato com minha instituição financeira com esses códigos que eles iriam localizar a transferência, mas tem bem claro no site, a forma de pagamento deve ser a mesma de depósito, fiz pelo pix, até onde eu sei o pix cai na hora, já entrei em contato com o banco e eles disseram que não recebi nenhum pix nesse valor e que pra ver se foi transferência eles precisariam de um comprovante da transferência, entrei em contato de novo pelo chat, já mudaram a conversa, que houve um erro, ofereceram um cheque e depois disseram pra aguardar, agora toda vez que entro em contato, eles me dizem que já está no setor financeiro, mas isso já fazem dias.

Dear michelealmeida9,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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? Have you received any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

On the website it was processed, it is in advance payments, but it appears as completed, I did not receive any notice about the delay, I went to them to find out the reason for the delay, they just told me to wait for the money to be deposited, I don't know say if it's an internal problem or if it's with my account, their answers are very vague, and this was my first withdrawal with them.

Thanks for answering.

No site ela foi processada, está em pagamentos prévios, mas consta como concluído, não recebi nenhum aviso sobre o atraso, eu que fui até eles para saber o motivo do atraso, eles só me mandavam aguardar que o dinheiro ia ser depositado, não sei dizer se é um problema interno ou se é com minha conta, as respostas deles são muito vagas, e essa foi a minha primeira retirada com eles.

Obrigada por responder.

Hello. I apologize for the interruption.

Dear michelealmeida9,

Your withdrawal requests have been confirmed. According to our information, the money was instantly credited to your account in the Pix payment system.

You can find these transaction numbers with the help of the Pix support team: E71027866202211021707070210907P and E710278662022110409413600967811P

Also, thanks to the screenshot you provided, the incorrect display of the payment method in the "Payment History" was fixed

Thank you for cooperation!

Best Regards

I don't understand, where do I find this pix support team? Doesn't it fall directly into my bank account? I received these 2 codes but I don't know what to do with them.

Eu não estou entendendo, onde eu encontro essa equipe de suporte do pix? Ele não cai diretamente na minha conta bancária? Eu recebi esses 2 códigos mas não sei o que fazer com eles.

Thank you very much, Vulkan.bet Casino team, for the update and clarification.

Dear michelealmeida9,

Would these links be of any help?

https://www.pagbrasil.com/support/

https://www.adyen.com/payment-methods/pix

I'm a little layman with these matters, will I receive this money through pagbrasil or adyen? Couldn't it be through PayPal?

Sou um pouco leiga com esses assuntos, eu vou receber esse dinheiro pelo pagbrasil ou pelo adyen? Não poderia ser pelo PayPal?

Good morning, I was able to identify the payment, it was sent to an account that I had not used for a long time, I thought they would pay in the same account that I made the deposit, since they asked for the details of that account, I apologize for all the inconvenience, but if they had sent the screenshot of the payment earlier I would have seen that the pix key was from the other account, thank you so much for everything, I am very happy and thank you for everything.

Bom dia, consegui identificar o pagamento, foi enviado para uma conta que eu não usava a muito tempo, eu achei q eles pagariam na mesma conta q eu fiz o depósito, já q eles pediram os dados dessa conta, peço desculpas por todo transtorno, mas se eles tivessem enviado a captura de tela do pagamento a mais tempo eu teria visto que a chave pix era da outra conta, muito obrigada por tudo, estou muito feliz e obrigada por tudo.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, michelealmeida9, 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