The player from Portugal was asked to provide documents to verify his identity, so he can withdraw his winnings. The player successfully received his winnings.
Vulkan Vegas Casino - Player has been asked to verify his account.
Amount: €250
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello good afternoon, I made a request for a refund of 50 euros and 200 euros, and received an email saying it had been rejected, and then sent an email to: support@vulkanvegas.com
And they answered. Give me the following email: support@vulkanvegas.com:
" Greetings!
To use all features of your account, including withdrawing your winnings, you must go through a standard KYC check procedure. For your conclusion, we ask that you upload the following documents to your profile in the "KYC Verification" tab and contact us:
1) Copy or digital photo of the passport (identity card). It is allowed to hide the passport number and serial, except for any 2 characters;
2) A digital photo of the two sides of the card used to make the deposits: ****** 5344/05/2022. The first six and the last four numbers of the card number must be visible, the CVV code can be covered, the card must contain the cardholder's signature;
3) A digital photo in which you will be holding your passport (identity card) and card in your hands close to your face.
4) Any document that proves your residence (for example, electricity bill).
To pass the identification procedure, all data must be provided in high quality
In case of additional questions you can always send us an email, contact us via online chat or by phone +35725654268.
Best regards,
Elena
VulkanVegas Support Team "
I'm new to these online casino games
Automatic translation:
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4 years ago
Dear Ruben,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. The casino is asking for documents to verify your identity – the KYC process. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to withdraw your winnings.
I would recommend you to fully cooperate with the casino and provide all the necessary documents (in sufficient quality) as soon as possible.
Please keep me updated and let me know when you provide the required documents, or if there is anything new regarding this issue.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Hello good morning, yes I already did the KyC for verification, let's wait and see what they tell me.
But sometimes the site gives errors to enter the casino, problems with the domain of the site.
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4 years ago
Ruben, thank you for a quick reply. We will keep this complaint opened until the issue is resolved. Please, let us know if there is anything new. Thank you very much.
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4 years ago
Translation
Now I have already made the refund request, let's see ...
Can I ask another question, or do I have to ask a new question?
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4 years ago
Do I understand correctly, that your account has been verified and you managed to request a withdrawal?
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4 years ago
Translation
Hello good morning, yes I already managed to make the refund and I already received the money, thank you very much for your attention
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4 years ago
Thank you Ruben, for letting us know! 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.
