Vulkan.bet Casino - Pelaaja kamppailee tilin vahvistamisessa.

Good day,

the casino refuses to complete my verification.

It is required to upload screenshots from Trustly account and Neosurf account.

• Trustly accounts do not exist. If you select "Trustly via Mifinity" as the payment option at VulkanBet, you will be redirected to Mifinity to complete the payment there. Accordingly, I made all deposits via Mifinity, but it is still displayed as "Trustly" in the account. I have provided the casino with screenshots of the transactions in the account and the proof of payment from Mifinity. The casino does not accept this proof, although it makes it clear that I did NOT deposit via Trustly, but via Mifinity and this is just wrong in the payment history.
• I don't have a Neosurf account. I only paid in once in November 2021 with a Neosurf voucher (without an account). Nevertheless, the casino asks for a screenshot of a Neosurf account, even though I don't have one.

Please try to understand this and clarify with the casino.

Thanks.

Guten Tag,

das Casino weigert sich, meine Verifizierung abzuschließen.

Es wird gefordert, Screenshots vom Trustly Konto und vom Neosurf Konto hochzuladen.

• Trustly Accounts gibt es nicht. Wenn man bei VulkanBet „Trustly via Mifinity" als Zahlungsoption auswählt, wird man zu Mifinity weitergeleitet um dort die Zahlung abzuschließen. Dementsprechend habe ich alle Einzahlungen via Mifinity vorgenommen, im Account wird es trotzdem als „Trustly" angezeigt. Screenshots von den Transaktionen im Account und die Zahlungsnachweise aus Mifinity habe ich dem Casino zur Verfügung gestellt. Diese Nachweise akzeptiert das Casino nicht, obwohl damit deutlich wird, dass ich NICHT via Trustly eingezahlt habe, sondern via Mifinity und dies nur falsch in der Zahlungshistorie steht.
• ich habe kein Neosurf Konto. Ich habe lediglich einmal im November 2021 mit einem Neosurf Voucher (ohne Account) eingezahlt. Trotzdem fordert das Casino einen Screenshot eines Neosurf Accounts, obwohl ich keinen habe.

Bitte versuchen Sie das nachzuvollziehen und mit dem Casino zu klären.

Danke.

Dear ShakhtarD,

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.

Do I understand correctly that verifying the deposit methods seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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,

Kristina

Hello Kristina, yes correct - the documents to verify my identity have been approved. The only thing that fails is the verification of the deposit methods, which is not possible for the reasons mentioned above.

Hallo Kristina, ja korrekt - die Dokumente zur Überprüfung meiner Identität wurden genehmigt. Es scheitert lediglich an der Verifizierung der Einzahlungsmethoden, welche aus den eingangs genannten Gründen nicht möglich ist.

Thank you for your reply, ShakhtarD. Could you please post here a screenshot of the deposit method you used as well as your deposit history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The payment history:

Der Zahlungsverlauf:

Proof of payment from my Mifinity account:

Die Zahlungsnachweise aus meinem Mifinity-Account:

I cannot prove the deposit via Neosurf voucher, which was made in November 21 and which is no longer visible in my payment history, because I do not have a Neosurf account, but used a voucher.

I got the following confirmation from Neosurf support:

"Hi

Thank you for contacting the Neosurf Support Team.

I have investigated your case and at the moment we are unable to provide a MyNeosurf account in your country. This is because of regulatory changes that we are obliged to implement.

I want to close this ticket now. But if you have further questions please reply directly to this email, including the original text and the ticket number.

Best Regards Susan"

Die Einzahlung via Neosurf Voucher, welche im November 21 getätigt wurde und welche nicht mehr in meiner Zahlungshistorie sichtbar ist, kann ich nicht nachweisen, da ich keinen Neosurf Account habe, sondern einen Voucher genutzt habe.

Von Neosurf-Support habe ich die folgende Bestätigung bekommen:

"Hi

Thank you for contacting the Neosurf Support Team.

I have investigated your case and at the moment we are unable to provide a MyNeosurf account in your country. This is because of regulatory changes that we are obliged to implement.

I will now close this ticket. But If you have further questions please reply directly to this email, including the original text and the Ticket Number.

Best Regards Susan"

Below is the main flow of messages between the casino and me.

Original request:

My answers:

When asked in the live chat, the same request always comes back, without understanding my explanation that I only paid in via Mifinity and do not have a Neosurf account.

Nachfolgend der wesentliche Nachrichtenverlauf zwischen dem Casino und mir.

Ursprüngliche Anfrage:

Meine Antworten:

Auf Nachfrage im Livechat kommt stets die selbe Anfrage zurück, ohne Verständnis für meine Erläuterungen, dass ich nur via Mifinity eingezahlt habe und kein Neosurf-Konto habe.

New message from Vulkan.bet support:

My answer:

Neue Nachricht vom Vulkan.bet-Support:

Meine Antwort:

Hello ShakhtarD

According to our records, your account is verified, you do not have any new/pending requests.

Can you kindly confirm?

Thank you!

Regards

Hello, indeed I received an email confirming that my account was verified.

Hallo, tatsächlich habe ich per E-Mail eine Bestätigung bekommen, dass mein Konto verifiziert wurde.

Hello everyone,

Thank you both for your replies.

ShakhtarD, do I understand correctly that the issue has been resolved? Can we now close this complaint?

The problem is solved - I was already able to successfully make withdrawals.

Thanks for the support, the complaint can be closed.

Das Problem ist gelöst - ich konnte auch bereits erfolgreich Auszahlungen machen.

Danke für die Unterstützung, die Beschwerde kann geschlossen werden.

Dear ShakhtarD,

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,

Kristina

Casino.Guru