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I am writing to complain about the treatment I have experienced in attempting to withdraw my funds and complete my verification at Vulkan Vegas.

I have been trying to complete both verification and withdrawal for several days. In this regard, I have repeatedly submitted the documentation I have been asked for – including my national ID card, which was approved, as well as a selfie with my ID and bank card. Unfortunately, I have lost my passport, which I previously submitted for verification, and therefore cannot submit this again.

Despite this, I am constantly faced with new and changing documentation requirements, including now a request for another passport photo, which I am unable to provide. It seems as if the verification process is being dragged out for no real purpose – especially since I have already submitted valid ID and relevant documentation in accordance with standard practice.

My verification was at 75%, and the only thing missing was a selfie with ID, which I submitted. Yet the status hasn't changed, and I only get slow or incomplete responses from support, which in turn leads to new demands rather than clarification.

The whole process now feels both unfair and borderline. It seems as if obstacles are being deliberately created to prevent me from getting my money paid out, which I consider very serious.

I have cooperated throughout and provided the requested documentation as quickly as possible. I therefore request a prompt clarification and payment of my funds without further delays or unnecessary demands. It simply seems as if they have simply decided that I should not be able to receive my winnings...

Jeg skriver for at klage over den behandling, jeg har oplevet i forbindelse med forsøg på at få udbetalt mine midler og færdiggjort min verifikation hos Vulkan Vegas.

Jeg har i flere dage forsøgt at få gennemført både verifikation og udbetaling. I den forbindelse har jeg gentagne gange indsendt den dokumentation, jeg er blevet bedt om – blandt andet mit nationale ID-kort, som blev godkendt, samt en selfie med mit ID og bankkort. Jeg har desværre mistet mit pas, som jeg tidligere har indsendt til verifikation, og kan derfor ikke sende dette igen.

Trods dette bliver jeg løbende mødt med nye og skiftende krav til dokumentation, herunder nu en anmodning om endnu et billede med pas, hvilket jeg ikke har mulighed for at levere. Det virker som om, verifikationsprocessen bliver trukket i langdrag uden reelt formål – især eftersom jeg allerede har indsendt gyldigt ID og relevant dokumentation i overensstemmelse med standard praksis.

Min verifikation stod på 75 %, og det eneste, der manglede, var en selfie med ID, som jeg har indsendt. Alligevel har status ikke ændret sig, og jeg får kun langsomme eller mangelfulde svar fra support, som igen leder til nye krav, frem for afklaring.

Hele processen føles nu både urimelig og grænseoverskridende. Det virker som om, der bevidst bliver skabt forhindringer for, at jeg kan få udbetalt mine penge, hvilket jeg betragter som meget alvorligt.

Jeg har hele vejen igennem samarbejdet og leveret den efterspurgte dokumentation så hurtigt som muligt. Jeg anmoder derfor om en snarlig afklaring og udbetaling af mine midler uden yderligere forsinkelser eller unødige krav. Det virker ganske enkelt som om, at de bare har besluttet sig for at jeg ikke skal have mulighed for at få udbetalt min gevinst...

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. 

• Could you please advise when you provided a selfie with ID?
• Do I understand correctly that you have taken a photo with your national ID card, but the casino requires a photo with your passport?
• Have you contacted Vulkan Vegas regarding the lost passport, and if so, what response did you receive? 
• Please specify whether you wait for a new one to be issued.

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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Greetings,

We can confirm the player has not yet completed the KYC check, the missing is below, as per AML liveness check:

Thank you!

Yes, it is correct that they want me to have a selfie with my passport as well, even though it is apparently not required that I present both my national ID and passport. It is a form of double-checking, which I am now being punished for, since I have lost my passport. I think that is unfair. Incidentally, it is required that I use MITid when I transfer money, so they must have been able to verify me based on the information that I have already provided. I presented a selfie with my ID yesterday and today. They just ignore it, even though it was apparently the last thing I needed to verify myself completely. I have tried to contact them and explained that I have lost my passport in the city, but they just send back a generic message that I need to take a selfie with my passport. I do not have a new passport on the way, as I am in the middle of moving and it is a bit confusing to both fight to get money paid out from the casino, move and get a new passport made. I hope it goes well, as it has been a frustrating process so far, and they simply seem to do everything they can to not pay out when you win.

Ja, det er korrekt, at de ønsker, at jeg også har et selfie med min pas, selvom det øjensynligt ikke er påkrævet, at jeg både fremviser nationalt ID og pas. Det er en form for dobbeltgardering, som jeg nu bliver straffet for, da jeg har mistet mit pas. Det synes jeg er urimeligt. I øvrigt er det påkrævet, at jeg anvender MITid, når jeg overfører penge, så de må simpelthen have kunne verificere mig ud fra de oplysninger, som jeg allerede har givet. Jeg fremviste selfie med ID i går og i dag. De ignorer det bare, selvom det tilsyneladende var det sidste jeg manglede for at verificerer mig helt. Jeg har forsøgt at kontakte dem og forklaret, at jeg har mistet mit pas i byen, men de sender bare en generisk besked tilbage om at jeg skal tage en selfie med mit pas. Jeg har ikke et nyt pas på vej, da jeg står midt i flytning og det er lidt uoverskueligt både at kæmpe for at få udbetalt penge fra casino, flytning og få lavet ny pas. Jeg håber, at det går i orden, da det har været en frustrerende proces indtil videre, og de ganske enkelt lader til at gøre alt hvad de kan for ikke at udbetale, når man har vundet.

I found an old picture of me and my passport, so it should be fine 🙂

Jeg fandt et gammelt billede af mig og mit pas, så det burde være i orden 🙂

Dear player, have you uploaded an old picture? Do you have any updates about it?

Do you have any other ID documents, like a driver's license, for example?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

Yes, and I've been verified, so now I'm just waiting for my payout.

Ja, og jeg er blevet verificeret, så nu afventer jeg bare min udbetaling.

Dear player, please let us know if you have any updates.

What is the status of your withdrawal request? Was it successful or are you still waiting for the payment?

Dear lakserulle,

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,
Natalia
Casino.Guru