The player from Brazil is complaining about the lengthy verification process. After a week the player managed to pass the verification and received her winnings.
Vulkan.bet Casino - Player’s struggling to complete account verification.
Amount: 1,642.75 R$
Vulkan.bet Casino
Safety Index:Above averageSafety Index
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7.2
Vulkan.bet Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good evening friends from Casino Guru, I hope you are all well.
On 12/07/21, I started the account verification process with Vulkan.Bet casino. Today, 07/20/21 it's been 08 days since I did it and so far the account has not been approved. I've made several attempts on their chat in English, to find out the status, but the only thing they reply is that they will send the reply by e-mail.
They don't report anything else. Because of this, my balance amount of R$1642.75 which is not a bonus balance, I requested withdrawal and is all the time with pending status because they never approve my account verification and so I can't withdraw.
I've already emailed them too, with no feedback from them. I would like to receive support and help in trying to get a feedback from the casino as soon as possible.
Many thanks to the Casino Guro team!
Att,
Michele
Automatic translation:
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3 years ago
Dear Michele,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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3 years ago
Translation
Hello Petronela and Casino Guru team, thank you so much for the quick feedback!
You see, I completely understand the entire verification process and I'm not complaining about the process because I know its need and importance. This is security for both casino and player parties.
My question is about their lack of feedback to my questions. Because I ask the Casino if the submitted documentation is enough and if I need to send anything else and they don't respond anymore.
All documents requested of me have already been sent. They no longer report anything that appears to be a problem with my verification.
Thank you very much once again for your support.
Att,
Michele
Automatic translation:
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3 years ago
Thank you very much, Michele, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Michele!
From now on, I will take care of your complaint. I would like to invite Vulkan.bet Casino representatives into this complaint in order to help us with resolving the issue.
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3 years ago
Translation
Hello friends from Casino Guru! It is with great joy that I came to let you know that today Vulkan Bet finally released my payment! It worked out!
I'm sure your role in this case was fundamental! Thank you so much for your help and support! Excellent! Congratulations on this work! 👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼
Automatic translation:
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3 years ago
Hello Michele!
I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
