The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Vulkan.bet Casino - Player’s struggling to complete account verification.
Amount: €897
Vulkan.bet Casino
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
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.
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1 year ago
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
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1 year ago
Translation
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.
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1 year ago
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.
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1 year ago
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The payment history:
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1 year ago
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Proof of payment from my Mifinity account:
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1 year ago
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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"
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1 year ago
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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.
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1 year ago
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New message from Vulkan.bet support:
My answer:
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1 year ago
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
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1 year ago
Translation
Hello, indeed I received an email confirming that my account was verified.
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1 year ago
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?
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1 year ago
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The problem is solved - I was already able to successfully make withdrawals.
Thanks for the support, the complaint can be closed.
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1 year ago
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
