Vulkan.bet Casino - The player's unable to withdraw.

I already have this money withheld for a long time on the site, I spoke several times by chat and they didn't try to solve the problem, I made 2 payments by mb way I used the fictitious cards because my card is debit and I can't make online purchases, and they told me that they needed photos of this card to complete the withdrawal and I sent the prints at the time and they didn't accept it, I went to the bank and everything and they couldn't do anything, I wanted you to help me pls

Thanks

Hello Adrianagonc99,

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

Have you been verified in the casino before? Did the casino offer you any alternate method to verify yourself? When was the last time the casino responded to you and what was it about?

Please forward any relevant screenshot or communication to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

He didn't give me another method, I sent my iban and they said that without the photos of the cards they could not accept the withdrawal, I will send the captures that I sent to the casino to the email you provided me

Thanks

Thank you Adrianagonc99 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks

Hello, Adrianagonc99,

From now on, I will assist you with your issue.

Before I try to contact the casino, please allow me a question for clarification.

Are we talking about https://vulkan.bet/ or https://vulkanbet.com/ casino?

Vulkan.bet

Thank you. The complaint was updated accordingly.

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Vulkan.bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan.bet Casino Team,

Could you please state the reason why the player's account and/or payment method was not fully verified? Why is the proof of the account owner and the connection between the virtual card with the account not sufficient for verification? What is needed to be done on the player's side for successful verification and withdrawal?

Thank you in advance for providing the information.

Yes, I really wanted to resolve this issue.

Good afternoon, can you help me?

Hello, Adrianagonc99,

We are still waiting for the casino's response.

How long will it take to say something to me?

Dear Adrianagonc99,

There is also an option that no one will react to this complaint.

We would like to ask Vulkan.bet Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Adrianagonc99,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (Antillephone, Curacao) and submit a complaint directly to the authority. You can do it by sending an email to certria@gaminglicences.com.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings,

Based on the information received from the casino representative, the complaint was reopened.

"We'd like to review the complaint once again, please"

Dear Vulkan.bet Casino Team,

I will repeat a part from one of my previous posts. Please, look at it and provide us with the requested information, or if there was any progress with the player's issue, provide us with an update.

"Could you please state the reason why the player's account and/or payment method was not fully verified? Why is the proof of the account owner and the connection between the virtual card with the account not sufficient for verification? What is needed to be done on the player's side for successful verification and withdrawal?

Thank you in advance for providing the information."

But as I have already informed several times by email that these cards are virtual made by MB

WAY and it is not possible to have a photo of these cards and I went to the bank and explained this matter and the only way they told me that it was possible was a sheet proving that these virtual cards came out of my account that is associated with MB WAY and even so I sent it to the casino's support and they don't accept this proof I want a photo of me with the card that's it I can't because it's not a physical card it's virtual

Dear Adrianagonc99,

In this case it is not necessary to provide a physical statement of the card, it is enough to send a screenshot of a personal cabinet, where will be visible the first 6 and the last 4 digits of the card number, the name of the cardholder and its expiration date.

Thank you for cooperation!

Best Regards

Thank you both for your replies.

Dear Adrianagonc99,

Are you able to provide the casino with the requested documents?

Once you provide them and receive feedback from the casino's support, please, share an update with us.

Dear Adrianagonc99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Vulkan.bet Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru