The Player from Gemrnay is experiencing difficulties withdrawing her winnings due to incomplete account verification. The player confirmed the issue was resolved and asked us to close the complaint.
Vulkan Vegas Casino - Player's struggling to cash out her winnings.
Resolved
Our verdict
Case closed
Amount: €500
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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2 years ago
Translation
Hello, I have deposited at this casino many times but have never withdrawn. Now it happened that I wanted to withdraw €500. Unfortunately, the verification keeps failing because I allegedly paid in with tokens for which you want the deposit receipt/account statement, which I never did, but I don't have such a thing. I only pay via Giropay, Paysafe and from time to time a credit card, which I can also prove. Vulkan Vegas does not want to verify my account without this token deposit, but I have never deposited with it. I really don't know what to do anymore.
Automatic translation:
Public
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2 years ago
Dear Nora87,
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.
- Would you be able to go through your transaction history and locate the deposit the casino is referring to?
- Did the casino specify when this particular deposit happened?
- Was the verification of the other methods and your identity successful?
Thank you in advance for your reply.
Best regards,
Tomas
Public
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2 years ago
TranslationYes, I have several times, I can say what I want, I would have deposited via tokens and then that's the way it is, I thought that there was an error in their system, but that couldn't be.
yes I have the bank statement with the transaction via Giropay and all other points of KYC are complete and approved. Also have screenshots of a full conversation based on these stupid tokens, whatever that is. Sincerely, Nora Neumann
Edited
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Public
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2 years ago
TranslationHello, I don't know how you did it, but I'm now verified. Thank you very much and I would now like to close the case. Thank you very much for your help 🫶🏼
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2 years ago
Dear Nora87,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
