Vulkan Vegas Casino - Запрос игроком информации о требованиях к отыгрышу бонусов.

I made a deposit of 110 reais at the vulkan casino and won 110 reais in bonuses, started to play, but my winnings are all going to bonus balance, and my real balance has been reset.

I would like to know how I withdraw this money

Fiz um depósito de 110 reais no vulkan cassino e ganhei 110 reais de bônus, comecei a jogar, mas meus ganhos estão indo tudo para saldo bônus, e zerou meu saldo real.

Gostaria de saber como eu faço pra sacar esse dinheiro

Dear Aciole,

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.

Before you’ll be able to withdraw your bonus winnings you need to complete bonus wagering requirements. Could you please advise if you’ve completed them already successfully?

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

Dear Player,

According to the Bonus T&Cs:

Each player has two balances - a real and a bonus one. Any bonus is credited to the bonus balance.

Real balance is used for bets first. Only when the amount on the player's real balance equals to zero, he starts playing for bonus money.

All winnings received when playing for bonus money are credited to the player's bonus balance.

More info available at https://vulkanvegas.com/en/bonus-terms

Thank you!

Dear Aciole,

Before you’ll be able to withdraw your bonus winnings you need to complete bonus wagering requirements. Could you please advise if you’ve completed them already successfully?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.