The player from Germany is experiencing complications verifying his email address and completing KYC verification. Player stopped responding.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €5,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
4 years ago
Translation
Hello,
I had several conversations with the live chat on the site but without result.
I did not receive a confirmation e-mail when registering, but an e-mail to the same e-mail account for every deposit. After I noted this, I was asked to give another GMail address in the live chat. I did this, but no confirmation email was sent there either, but 2 other emails that I answered each time.
Hopefully this should be enough for verification. At the same time, I submitted all the required documents, identity card, photo with identity card, official document for address confirmation.
Unfortunately, these things have still not been processed and no email changes have been entered in the profile or a confirmation email has been sent to complete the verification.
I ask for timely processing
Automatic translation:
Public
Public
4 years ago
Dear Alexander,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure.
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 is the correct one and how many days ago you have started the whole verification process?
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
Public
Public
4 years ago
Translation
Hello
Both email addresses are correct. There are no input fields or the like.
In the live chat of the casino, I have already given the alternative GMail address.
This should then receive a confirmation email.
Two emails were sent to this address, but no email for verification.
In the meantime it seems very dubious to me because the same problem occurred with a large number of players on the site and that already in May this year.
There seems to be a system behind it that prevents players from paying out.
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much, Alexander, 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.
Public
Public
4 years ago
Hello Alexander,
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 and why he didn't get confirmation email?
Public
Public
4 years ago
Translation
I simply did not receive an email from Vulcan casino in which I found a confirmation link or something similar ...
The casino simply didn't send any. Neither to the old given email address nor to the new one.
The "problem" has existed with the casino since May 2020, was reported several times by other players and has not yet been resolved.
If I had seen all the negative reviews sooner, I would never have registered there ...
Edited
Automatic translation:
Public
Public
4 years ago
We would like to ask the Vulkan Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
Public
Public
4 years ago
Hello dear Alexander!
Sometimes (like in your case) the e-mails that our server sends to you (@t-online.de) get rejected.
We are kindly asking you contact online support and request a confirmation link .
Again, we do apologize for inconveniences, as an excuse, we've granted you a pleasant bonus 🙂
Kind regards,
Alexander
Public
Public
4 years ago
Dear Alexander,
please, contact Casino support and let me know if things are moving forward.
