The player from Germany is experiencing complications verifying her email address. Casino confirmed player's email manually.
Vulkan Vegas Casino - Player is experiencing difficulties completing verification.
Amount: €300
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I got on September 19 I signed up for this casino, but I just didn't get the required confirmation emails and couldn't request a withdrawal.
In the meantime I have sent 8 emails, from support and complaint, in German, but in English, no response has been received.
I called twice, the first Dane was nice, but it didn't hurt you, the second lady only spoke Polish.
Maybe you can help me.
Thanks and best regards
Ingrid R ****
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Ingrid,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process?
Lastly, could you please advise which email address you have used to register your casino account?
I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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4 years ago
Thank you very much, Ingrid, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Ingrid,
I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Can you please specify what is the problem with player’s verification?
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4 years ago
Translation
I described in detail in my first email that I am not receiving the confirmation email to request a payment ...
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4 years ago
Dear Ingrid,
We are sorry for the inconveniences caused. Indeed we checked the records, our mailing server tried to send the email to your mailing server, but an error occurred.
We confirmed your e-mail manually. You may now request a withdrawal.
Also credited you real balance with some small bonus)
Once again, sorry for the inconveniences.
Kind regards,
Alexander
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4 years ago
Translation
Thanks for your help.
Many greetings, Ingrid
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4 years ago
Leider nein: Something went wrong!
Your payment has failed. Error in case of operation execution...
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4 years ago
Dear Casino,
player is experiencing problems with withdrawal, can you help us?
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4 years ago
Dear Ingrid
Please contact Live Support to get to know the reason the transaction was cancelled or kindly make a withdrawal request via bank transfer.
Warm regards,
Alexander
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4 years ago
Ingrid,
please contact Casino's support and let me know the result of the communication.
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4 years ago
Translation
I am giving up now. I had already written to support eight times and never received an answer.
Since you apparently can't help me either, it is clear to me that this casino is a scam !!!!
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4 years ago
Dear Ingrid
We sent you multiple emails re the need of KYC verification. Please kindly provide us with the documents requested, you may simply upload them into KYC section of your profile.
In order to keep your winnings secure, I've applied the gambling limit, so that we can make sure you will definitely get you money 🙂
Kind regards,
Alexander
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4 years ago
Translation
Hello Alexander, now I just have to know what KYC actually is, I filled out everything in my profile, didn't I?
regards
Ingrid
It would be great if that would lead to a good ending because I actually liked playing in the casino
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4 years ago
Translation
I have now uploaded the ID and credit card. Hope that's enough and I can now request the payout. The emails you mentioned never arrived, but that was also the case with the confirmation email after registration ...
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4 years ago
Dear Ingrid,
Please kindly request the withdrawal via Bank Transfer. This way we will be sure the bank won't decline the payment.
Kind regards,
Alexander
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4 years ago
Translation
Dear Alexander, the transfer has arrived, thank you. However, I found that I am now banned and can no longer play. Will also request my remaining money.
Many greetings, Ingrid
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4 years ago
Dear Ingrid,
I personally set the gambling limit - wanted to make sure you don't lose the money. Just removed it. Feel free to continue playing or request a withdrawal.
Best regards,
Alexander
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4 years ago
Translation
Thanks, everything is clear now ...
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4 years ago
Dear Ingrid,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
