VulkanSpiele Casino - Player's withdrawal is delayed due to verification issues.

I'm into sportsbetting, but the issue is related to verification and the overall answers from the operator.

After making a deposit, I played a while, completed the turnvover to avoid the 20% fee, and they asked me to verify my account.

I see no issues with verifying my identity whatever the reasons are. I uploaded my ID card, selfie with it, and then also a transaction statement in which the card mask visible as well as my name. (of a card used for deposits)

They accepted everything but the statement. However, the card used is a revolut disposable virtual card. If you check yourself, you can't get the card to be displayed in the card statement from settings, so the only doc I can get is the transaction statement, but apparently, it is not satisfactory.

They request first 6 and last 4 digits of the card mask to be present in the doc as well as my full name, which is. Also if they checked transaction logs with their payment provider they would understand that it is my card as well.

However, now that I am chatting with them they don't seem to understand what is going on and provide me with a generic reply - to provide information on what I can see on the verification page already.

Other casinos accept such documents for disposable virtual cards since there really is nothing better you can get.

After providing generic info I asked more questions and they just closed the chat without a response, goodbyes or anything. It's just horrific. I tried to be nice and explain it over and over again but they just are not competent enough to get what I am saying to transfer it to their department's head or something.

I can provide all the info to you casino guru to understand how absurd the situation is.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VulkanSpiele Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you have a chance to explain to the casino that the card you used is virtual? What response have you received?
• Would you be willing to film a video of your virtual card display in the app using a different device if requested?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear sportsbetting101,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru