The player from Luxembourg had been asked multiple times by the casino to undergo a KYC check to withdraw the winnings. The player had been confused about the verification process and the specific documents required. Despite multiple interactions with the casino, the player had felt the responses were automated and lacked clarity. We had intervened by facilitating communication between the player and the casino, and also requested to review the documents in question. The issue had eventually been resolved, although the player remained dissatisfied with the casino's communication. The player had thanked us for our assistance and the complaint had been marked as 'resolved'.
Vulkan Vegas Casino - Player facing repeated KYC verification requests.
Amount: €70
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello!
To use all the functions of your account, including withdrawing your winnings, it's necessary to undergo a standard KYC check process. We ask you to upload the following documents in your profile under the tab "KYC Verification" and to contact us:
1) A document proving your identity (Identity card, driver's license, passport);
2) A photo of both sides of your credit card: 401188******3307/09/2024. The first six and last four digits should be visible. (The CVV code should be concealed, the card should contain the holder's signature).
3) A high-quality photo in which you hold your identification (ID card) and credit card in your hands next to your face;
4) A document that can prove your domicile (e.g. a copy of a bill or utilities statement). The document should have been issued within the last three months.
To pass the identification process, you should provide all data in high quality.
For any further queries, please contact usChat
Best regards, Brooke
VulkanVegas Customer Support
I did this, sent the photos to Vulkan Vegas, and waited to see whether the photos would be accepted or not.
However, I received no response, and then received a new request, without any explanation as to which documents were accepted and which were not. I find this to be quite unprofessional, nothing has happened since then.
Can you please contact the casino regarding this, or am I mistaken ?
Here is their second request - it seems rather ridiculous to ask for a KYC for an amount of roughly 70 €, I also don't know how to process it
To use all the features of your account, including withdrawing your winnings, it is necessary to perform a standard KYC check. For this, we ask you to upload the following documents in your profile on the "KYC Verification" tab and get in touch with us :
1) We ask you to provide a bank statement from the non-personalized 401188******3307/09/2024 where the card number and the full name of the holder can be seen, or to provide a screenshot from the personal account where the card number and the full name of the holder can be seen.
2) A document that can prove your residency (e.g. a copy of a bill or utilities statement). This document should have been issued within the last three months.
To pass the identification procedure, all data must be of high quality. Thank you
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9 months ago
Dear kniwli,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Have you sent the requested documents to the casino again?
- When have you sent the documents and when was the last time the casino responded to you?
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
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9 months ago
Translation
Hi,
I wonder why the casino didn't request it at the beginning.
I have a question, what kind of documents do you have to send in for KYC, that has never been asked of me before. I thank you for every answer.
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9 months ago
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I have now received different requirements, I don't know what to do
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9 months ago
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Hello,
I'll give you more details about my case.
Credit cards issued by the post office have no name, I can also send these to you.
That's why I sent Vulkan Vegas a authentication certificate (or RIB = relévé d'identité bancaire) of my account, that should theoretically be fine, but I haven't heard anything from Vulkan Vegas, and that's for over 7 days, it's desperate.
Somehow you can't shake the suspicion that the casino is simply abusing its claims (which are legitimate) and the customer is simply not informed.
I also wonder why Casino Guru Vulkan can rate Vegas so highly, these visibly intentional problems are just a shame.
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9 months ago
If the card without your name on it was issued to you, I believe there will be a way to complete the verification process.
Does your bank statement include records of the card number used for transactions?
Could you please send me there correspondence between you and the casino with the new requirements the casino requested from you? My email is tomas@casino.guru
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9 months ago
Translation
Hello,
I only received 2 requirements from the casino, which are shown in full here.
I never received a response of any kind.
I will contact you by email
kniwl
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9 months ago
Thank you very much, kniwli, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Translation
Hello, I hope so too, but it is very frustrating to see that you have not received a single message telling you which document was accepted and which was not. Rather, it seems that all the answers are simply computer-generated; it is certain that no one has looked at these emails yet.
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9 months ago
Dear kniwli,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vulkan Vegas Casino representative to join this conversation.
Dear Vulkan Vegas Casino,
Could you please clarify, what the player can do to complete the verification process and receive his winnings?
Thank you in advance,
Mirka
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9 months ago
Hello Vulkan Vegas,
I have send you all these documents, but I never got an answer what was accepted and what was not acccepted.
All these answers seem to have been computer generated, I am afraid.
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8 months ago
Dear Vulkan Vegas Casino,
Could you please specify, which of the player's submitted documents were accepted, and which didn't meet the criteria, and need to be submitted again?
Thank you for your cooperation,
Mirka
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8 months ago
Translation
I have now sent the xth invoice with my address, but that doesn't seem to impress the casino.
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8 months ago
Hello kniwli
The document is outdated.
Please provide a relatively "fresh" one, as per instructions.
Thank you very much for cooperation!
Kind regards
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8 months ago
Translation
Outdated? I sent you an invoice from January 2024, it's getting more and more colorful!
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8 months ago
Dear
We've sent multiple e-mails and you have not yet provided the requested documents.
Please kindly refer to the screen below:
Kind regards
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8 months ago
Dear kniwli,
Since we still do not know the specific problem with your submitted documents, could you please send me the documents mentioned by the casino support to miroslava.d@casino.guru ? We will try to take a closer look at why the casino might have a problem approving them.
Thank you for your cooperation,
Mirka
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8 months ago
Translation
At some point it's enough. More effective means are being considered, as is done in the milieu.
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8 months ago
Dear kniwli,
Could you please confirm, if I understand it correctly, that you would like this case to be closed?
Thank you.
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8 months ago
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I just want to solve this case, but there is not the slightest will on Vulkan Vegas' part to do anything to solve the case - I sent Vulkan Vegas an invoice from January 2024, and I was told that the invoice was out of date .
Everything in life has its limit, do you want to be fooled in the long run?
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8 months ago
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I contact the Maltese publisher of the license, it's time to take action
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8 months ago
Dear kniwli
Please kindly refer to the latest e-mail request.
Thank you for cooperation!
Kind regards
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8 months ago
Dear kniwli,
I need to change the status of the complaint according to the current state.
- If you submitted a complaint to MGA, please send me a confirmation, that the MGA will engage in handling this complaint, and I will change the status to "waiting for regulator decision",
- or If not, please send me the documents mentioned by the casino support to miroslava.d@casino.guru. We will try to take a closer look at why the casino might have a problem approving them.
Thank you for your cooperation.
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8 months ago
Translation
Hello,
I have submitted additional documents to Casino Guru, I'll wait and see...
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8 months ago
Dear Kniwli,
I couldn't find any documents from you in my inbox. Could you please try sending them to my email address again?
Thank you.
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8 months ago
Hi Marka,
I want to thank you for your help ( especially for giving me an idea about a screenshot on my Credit Card
The problem has been solved. It is a liitle bit sad, that I got no explanations what and why what document was accepted or not, there was no answer to my questions from Vulkan Vegas, and I had no idea what a KYC verifycation is really about.
Have a nice wekkend,
kniwli
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8 months ago
Dear kniwli,
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,
Mirka
Casino.Guru
