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Hello dear Casino Guru team!

I'm facing a problem that VulkanVegas Casino customer support doesn't seem to be able to solve.

On April 14, I made a deposit of €10.00 via Sofortüberweisung. In the meantime, I have increased this €10 including fulfillment of the bonus conditions to €398.65, which I would like to pay out.

For verification, an immediate transfer account statement is requested from me. I have submitted this + all other documents. All documents except the bank statement were accepted. When asked for support (live chat + email), reference is always made to the missing statement of €10.00 from April 14th. I've now repeated the process 3 times, always with the same response from the casino that said statement was missing.

I don't have any screenshots from the chat because I just found out about your services now.

Thank you in advance for your support.

LG ****

Hallo liebes Casino Guru Team!

Ich stehe vor einem Problem welches vom VulkanVegas Casino Kundensupport scheinbar nicht gelöst werden kann/will.

Ich habe am 14.04 über Sofortüberweisung eine Einzahlung in Höhe von 10,00 € getätigt. Mittlerweile habe ich diese 10 € samt Erfüllung der Bonusbedingungen auf 398,65 € hochgespielt, welche ich gern auszahlen würde.

Für die Verifizierung wird ein Sofortüberweisung Kontoauszug von mir angefordert. Diesen + alle weiteren Unterlagen habe ich eingereicht. Alle Unterlagen außer dem Bankauszug wurden akzeptiert. Auf Nachfrage beim Support (Livechat+E-Mail) wird immer auf den fehlenden Auszug in Höhe von 10,00 € vom 14.04 verwiesen. Mittlerweile habe ich den Prozess 3x wiederholt, immer mit der gleichen Rückmeldung vom Casino, dass der besagte Auszug fehlen würde.

Ich habe leide keine Screenshots vom Chat, weil ich erst jetzt von euren Diensten erfahren habe.

Vielen Dank im Voraus für eure Unterstützung.

LG ****

Dear Anonymized308,

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 the last issue between you and your winnings is completing the verification of the used payment method? Have you provided all the required documents in the correct format?

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,

Tomas

Hello Tomas,

thank you for your quick response, I will write in English for no further miscommunication.

Yes I have provided the correct information twice, I even uploaded the documents in different formats pdf / png.

I made 3 deposits that day (twice via paysafe card - verified, once via "Sofortüberweisung" - seems to be a problem). On that day I have no other wire transfers to their bank.

All the other documents have been verified and it is only stuck with the transfer confirmation

thanks in advance,

Best regards,

****

Hello,

I lost my winnings in the meantime and now I want to close my account

Due to the lack of verification this is not possible and they are not deleting my account...

Hallo,

ich habe in der Zwischenzeit meinen Gewinn verloren und möchte mein Konto nun schließen

Aufgrund der fehlenden Verifizierung ist das nicht möglich und sie löschen mein Konto nicht...

Hello,

now the case can be closed.

The account was verified, then went suspiciously fast.

Hallo,

nun kann der Fall geschlossen werden.

Das Konto wurde verifiziert, ging dann verdächtig schnell.

Dear Anonymized308,

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.

We'll now reject your complaint for this reason. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Tomas

Casino.Guru