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After winning 4 thousand in the casino, I proceeded to verify my account. I sent a selfie with my identification document three times. It was rejected twice, and the third time it was under consideration. After this, I tried to log in to my account but couldn't because it had been blocked. Upon reaching out to support, I learned that my account was blocked due to alleged photo modifications using a graphics program. This is despite the fact that I immediately sent the photos right after taking them with my phone. I am unsure of what to do in this situation, considering I didn't tamper with these photos and would be willing to send additional documents if necessary.

Following a win of 4k in the casino, I attempted to verify my account. I submitted my selfie with an ID document three times; it was declined the first two times, and the third time it was pending verification. Then later after four hours at 8pm, my account was permanently blocked without the possibility of reinstatement.

I was informed that the photos I sent were allegedly edited using graphic design software. I have to clarify that I didn't use any such software; I simply took a selfie and immediately sent it for verification.

Po wygraniu 4 tysiecy w kasynie przystapilem do weryfikacji konta, wysłałem 3x zdjecie selfie z dowodem osobistym, 2 razy zostalo odrzucone, a potem trzecie było rozpatrywane, następnie próbowałem się zalogować i nie mogłem, gdyż konto zostało zablokowane, po napisaniu do supportu dowiedziałem się że to przez modyfikowanie zdjęcia programem graficznym, mimo tego ze zdjecia wrzucilem odrazu po zrobieniu ich telefonem, nie wiem co mam zrobić w tej sytuacji bo nie robiłem nic z tymi zdjęciami i moge przesłać dodatkowe dokumenty jesli taka opcja byłaby potrzebna.

after winning 4k in casino, i tried to verify my account, ive sent my selfie with ID document 3 times, 2 times it was declined, third time it was waiting for verification, i had to send my selfie with ID and casino account open, so i did it, then 4 hours after, at 8pm my account got suspended permanently without being able to unban my account

and i was told that my photos that ive sent were edited in graphic programs, even tho i havent been using any of that, i just took a selfie and insta sended it for verification.

Hello grzywek42,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Can you please forward the documents you sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Technically ive been waiting 6 days, since monday. I’ll send you the photos on e-mail i already sent an ID document that in holding next to my face, another one while also having casino open on my laptop, and another one while holding my driver license also with my face there and casino account open, i can provide you with these photos too, last time i spoko to the casino about my ban, was yesterday, and they just keep on saying that the photos were edited in a Graphic program

Hello grzywek42

Would you consider undertaking video-verification?

Thank you 🙂

Regards

yea of course i can do it via video verification

Any informations?

Dear Vulkan Vegas,

Can you please update the situation regarding the player's verification?

Dear grzywek42

Please refer to the e-mail sent to you.

Regards

I answered to your technicall support via chat, ive sent my skype details.

Hello grzywek42,

Can you please let us know if there's been any update?

I got unbanned and video verificated thank you very much nick

Dear Nick

We would also like to confirm, the player received all the winnings.

Regards

Dear grzywek42,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru