The player from Germany is experiencing complications verifying the email address and completing account verification. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €510
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
3 years ago
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3 years ago
Translation
Unfortunately, my winnings of EUR 510 will not be paid out as I have not received a confirmation email from the casino to activate the account. I've tried countless times, checked my e-mail address, checked the spam folder - no confirmation e-mail arrives. I have already emailed support twice about my concerns and asked for help. Unfortunately, I don't get an answer from support either. I very much hope that you can help me.
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3 years ago
Dear takeone123,
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 in the past. It seems that 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 the KYC (verification) process? Have you tried requesting manual e-mail verification?
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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3 years ago
Translation
Hello Petronela,
Thank you for handling my problem. I have uploaded all the required documents as part of the KYC process and they are all marked with a green tick. I have not received any further feedback from the casino.
The account has definitely been activated by the confirmation e-mail that I do not receive. I reported the problem to support twice by email and asked for a solution, as well as trying several times to find a solution in the chat. Unfortunately, the support on my two emails svom 25.02. and 27.02. not yet responded. With live chat, you have the option of asking a question and then waiting for the chat partner to respond. Despite the extremely long waiting times in the chat, there was never an answer, let alone I had the opportunity to communicate directly with the chat partner.
If you have any further questions, please do not hesitate to contact us. Thanks for your support!
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3 years ago
Translation
Many thanks to the representatives at Vulkan Vegas Casino. I never received your February 16 email; I also checked the spam folder! I have just uploaded the two proofs that you still requested, so that I will now request the payment again.
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3 years ago
Thank you very much, Vulkan Vegas Casino, for your assistance. Is there anything else that is required from the player?
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3 years ago
Hi everyone,
Nope all is fine. The withdrawal request has been confirmed, the player should wait for the money to arrive shortly.
Kind regards
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3 years ago
Great news. takeone123, could you please inform me as soon as you'll receive your payment? Thank you very much in advance.
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3 years ago
Translation
Hello Petronela,
I would be happy to inform you that the payment amount has been credited to my account today. Thank you very much for your support. Thanks also to VulkanVegas Casino for keeping your word.
regards
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3 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, takeone123, for your cooperation and confirmation and please 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.
Best regards,
Petronela
Casino.Guru
