The player from Germany is facing difficulties withdrawing funds from Vulkan Vegas despite completing the KYC process. The casino repeatedly claims that a bank statement for the deposit is missing, despite the player sending the necessary documents multiple times and receiving only automated responses from customer service.
Vulkan Vegas Casino - Player experiences delayed withdrawal due to missing documents.
Amount: €400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for player to reply
2d 6h 45m 36s
Case summary
5 days ago
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1 week ago
Translation
Good day, even though I have 100% KYC, it's always claimed that something is missing. Specifically, the bank statement showing the deposit made at the respective online casino (Vulkan Vegas). I've sent everything multiple times and contacted customer service, but so far without success, just the same automated emails. Please address this issue.
Automatic translation:
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1 week ago
Dear cheinrich,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Vulkan Vegas Casino. Please allow me to ask you a few questions to clarify your situation.
Could you confirm if all your identity documents, aside from the bank statement, have been successfully verified?
Have you double-checked that your bank statement includes all necessary details (such as your personal information, the exact deposit amount, and the deposit date) and is in the correct format?
Additionally, could you let us know how many times you've deposited with this casino?
Lastly, what was the response from customer support when you raised concerns about the bank statement verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 week ago
Translation
Good evening,
Yes, I sent in everything, even the allegedly missing extract from the cocto. The format was also correct.
I had paid in once.
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6 days ago
Thank you for your reply. Please forward the bank statement that has not been approved by the casino during verification to me at veronika.l@casino.guru.
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5 days ago
Translation
I get knocked down again.
I sent the document to the email
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5 days ago
Based on your previous message, it seems that the casino may be missing a selfie with your ID and your casino profile displayed on a screen of your phone or computer in the background. When uploading a photo to your casino profile, please ensure that it is clear and of high quality. The information on your ID should be clearly visible and easily readable, and your face should not be covered by the document you are holding. This helps the verification process proceed smoothly and ensures that your documents meet the required standards.
Could you please confirm whether you have uploaded a selfie that meets the casino's requirements to your profile? Additionally, if you have sent any documents to my email address, could you kindly double-check the address for any potential typos? I have not yet received anything from you. My email address is veronika.l@casino.guru. Thank you for your patience and your cooperation.
cheinrich has 2d 6h 45m 36s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
