HomeComplaintsVulkan Vegas Casino - Player is experiencing difficulties completing account verification.

Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.

Amount: €1,000

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 10 Nov 2020 | Case closed : 25 Nov 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany is experiencing difficulties verifying the email address and completing account verification. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
3 years ago
Translation

Hello,

In the Vulkanvegas online casino, I cannot withdraw my credit over 1000 euros because I cannot confirm my email address. I have already requested a link to my email address several times, but have not received one yet. My email address is definitely correct. Nobody answers in chat support, unfortunately I have not found any other contact options.


I have read that others have had this problem as well, but could not determine whether and how the problems were resolved.

I hope you can help me.


Sincerely yours

Niklas.

Automatic translation:
Public
Public
3 years ago

Dear Nik,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours. It seems like the casino is experiencing some technical problem related to players from Germany and email address verification.

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? Have you tried requesting the manual e-mail verification?

I hope 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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3 years ago

Dear Nik,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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