The player from Germany is experiencing complications verifying her email address and completing account verification. It shows that player had multiple accounts so we are rejecting this case.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €350
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
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Dear Sigrid,
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?
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
Good day,
I would like to inform you,
my winnings are 400 euros, I played a little and my questions at Vulkan Vegas are no longer answered.
Kind regards Sigrid
Edited
Automatic translation:
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4 years ago
Thank you very much, Sigrid, for providing all the necessary information. 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 Sigrid,
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
Hello, the problem is that Vulkan Vegas does not accept my email address. I should enter a new email address, I did. Now I should, since the new email address is not accepted, fill out a formula in the new email box, but it didn't work. Then I was written to answer the questions with an extra email, I did. There was no reaction to either the email or the verification. I cannot withdraw the money I have won. The waiting time is almost 14 days
Automatic translation:
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4 years ago
Hello dear Sigrid
Your account in verified, KYC check completed.
Please kindly speak to online support and request the manual e-mail confirmation, and the issue will be resolved.
Kind regards,
Alexander
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4 years ago
Translation
Hello Alexander,
I sent an E MAIL to the online support as you said. Now I got an answer asking why I want to change my email address. I have sent another E MAIL with the history and that my e-mail address is not accepted. What else can you do, it goes in circles.
I hope you can help me.
Sincerely, Sigrid
Automatic translation:
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4 years ago
Hello dear Sigrid,
Please try now to make a withdrawal request
Warm regards,
Alexander
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4 years ago
Additional comment from player:
Dear Ladies and Gentlemen, I signed up with you for issues with Vulkanvegas. Alexander helped me. I thought my winnings would now be paid out. The casino now says my phone number is wrong. I wanted to write that to Aexander. Unfortunately I cannot send an answer in my link. Writing doesn't work. I am now reminded by you to send your answer, unfortunately it does not work. I hope you can fix it and help me with the phone number.
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4 years ago
Translation
Hello, Vulkan Vegas will delete my account on the grounds that you are not allowed to have two accounts
Automatic translation:
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4 years ago
Translation
Hello, Vulkan Vegas has not paid me the 400 Euro phone number should not be correct. I was contacted by a letter I should use a new password because there are abnormalities in my account. I did it, then everything was gone, money, verification deleted, my new email address was not accepted again and the phone number should be wrong. I guess I shouldn't get my winnings
Sincerely, Babekuhl
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4 years ago
Dear Sigrid,
player is not allowed to have more than one account. This is from Vulkan Vegas Casino Terms and Conditions:
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.
