Vulkan Vegas Casino - Player's account verification is complicated.

Good evening...it asks a lot for identification, such as taking a photo with the documents in my hands hahahahaha...it also doesn't return children and eats the bonuses... clicks with 1.20 and 1.80 and returns a maximum of 20 euros.. identification is very difficult and generally not worth it

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Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Please specify when the verification procedure started.
• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Have you encountered any specific challenges while trying to provide the requested selfie with ID?

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, 

Natalia

I don't understand why I have to provide a photo with the credit card in hand??? Also, the fruit machines on the page that are from well-known companies do not make refunds and do not include bonuses

Dear player, thank you for your reply. Please note that providing a selfie with your ID or payment card is a standard and legitimate part of the Know Your Customer (KYC) process. Licensed casinos are required by law and their regulators to verify the identity of their players and the ownership of the payment methods used. This helps prevent fraud, money laundering, and unauthorized transactions.

The casino may therefore request such a photo to confirm that the card belongs to you. However, for security reasons, you should always cover the middle eight digits of your card number before submitting the photo.

If you choose not to cooperate with the casino’s verification process, unfortunately, we won’t be able to assist you further, as verification is a mandatory step that must be completed before any withdrawals can be processed.

Regarding your note about the games and bonuses, could you please clarify what exactly you mean by "fruit machines do not make refunds and do not include bonuses"? This will help me better understand your concern.

Greetings,

We can confirm, the player has not yet completed the KYC and does not have any money on their real money balance. No active/pending withdrawal requests.

Kind regards

No one talked about taking over the representative!!! Also, how exactly do I take my credit photo with me and cover the digits, it's not possible

No licensed casino in my country asks for a photo of your face with your credit card in hand.

Dear vasilispanagakis

Thank you for your comment.

But as an online casino, we do not have the privilege of verifying your identity in person, as would be the case in a land-based venue. Therefore, in order to comply with international AML (Anti-Money Laundering) and KYC (Know Your Customer) regulations, we must ensure that both your documents and your chosen payment methods truly belong to you.

The request for a selfie with your payment card is a standard and widely accepted security practice within the iGaming industry. Please note that for your protection, sensitive details (such as the middle digits of the card number and CVV code) should always remain hidden.

Please kindly find a sample of the request:

Warm regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vasilispanagakis,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia