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: €600
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
4 years ago
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4 years ago
Translation
Hello, I deposited € 400 (without bonus) at Vulkan Vegas and won € 600. However, the winnings cannot be paid out because I have to confirm my email address and I do not receive a link for this purpose. I have already requested this link several times. I have already contacted the chat several times, allegedly something was sent every time, but it never arrived. I receive promotional mails and deposit mails. I checked the e-mail address provided repeatedly, it is the correct address. I hope you can help me.
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4 years ago
Dear karsten87,
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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4 years ago
Translation
I have contacted the casino and asked that I can provide a new email. I have now sent everything there, it should take a few days. How can you have the email checked manually. The verification is also complete.
Edited
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4 years ago
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I was able to confirm my email now waiting for the payment. I will let you know when the money is there.
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4 years ago
Thank you very much, karsten87, for the update. I will be waiting for more good news patiently.
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4 years ago
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Hello, thank you very much, I'll let you know if everything went well.
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4 years ago
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Hello Petronela, unfortunately nothing is moving with the payout. It is still there being edited. Payout was made on 3/3. I chat is just written I should wait. It can't be normal for you to wait so long.
best regards
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4 years ago
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
I fully understand your frustration, karsten87. I will set the timer for additional 6 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 years ago
Translation
Hello, thank you very much for the answer.
Lg Karsten
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4 years ago
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Hello, it worked, the money is there. I played again and deposited 1100 euros and won 1300 now I'm waiting for this to be paid out. I will let you know again if it works.
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4 years ago
Perfect karsten87. Thank you very much for the update. I will be waiting for more good news patiently.
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4 years ago
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Hello, everything worked out is money. Lg Karsten
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4 years ago
Thank you very much, karsten87, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, karsten87, 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
