The player from Germany is experiencing complications verifying his email address. The issue was successfully resolved, the player received her winnings.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €90,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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4 years ago
Translation
Hello, after a bit of back and forth with the support I got an email to confirm my email, but the problem is that it doesn't contain a link to confirm.
I tried to reach the support by email but I don't get an answer and unfortunately no more in the chat after the second attempt.
Automatic translation:
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4 years ago
Dear Jaqueline,
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.
Did you try sending yourself another email with link? You can do it via your account:
Also, 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,
Kristina
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4 years ago
Translation
Thank you for your answer, I was able to solve the problem. I opened the email yesterday on my PC and then I was able to confirm the email.
Edited
Automatic translation:
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4 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thanks for your reply and 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.
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4 years ago
We’ve reopened this complaint as per the player’s request. The player sent the following email:
"Hello Mr. Peter,
I don't get a message from the finance department and the support says everything is going on and I shouldn't worry. I have now received a payment of € 2000 of the possible € 5000 per month and nothing has happened since then, the payment has been marked with "new" for a week. The month is now over and I could not use the full exhaustion of 5000 €. I do not know how to continue.
I look forward to your reply
Greetings Jaqueline"
I would like to ask the Vulkan Vegas Casino to reply to this complaint.
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4 years ago
Hi everyone!
I looked into account, don't see any issues at all, the request is created on 22.10.2020
So during the period of 22.10.2020 - 21.11.2020 player will definitely receive 5k, but I am more than sure that the amount will be at least twice or three times larger than that (10-15k at least).
Hope this clarifies
Kind regards,
Alexander
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4 years ago
Thank you Alexander for the reply.
Dear Jaqueline, please keep me updated.
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4 years ago
Translation
Hello,
so far it is with the payout. Thank you for your support and I will keep you updated if there are any problems.
Automatic translation:
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4 years ago
Translation
Hello,
my withdrawal request, 3 times 1000 €, was rejected. It would be nice if you could question that for me, I don't get an answer.
Thank you and greetings
Jaqueline
Automatic translation:
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4 years ago
Hello,
Please make the withdrawal requests once again, due to the security reasons.
Thank you!
Kind regards,
Alexander
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4 years ago
Translation
Hi Peter,
one payment is being processed and the next one has been declined, I'll keep an eye on it and get in touch if any more are declined. Thanks for the question
Automatic translation:
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4 years ago
Translation
Dear Team,
in the appendix a new info. Please tell me if this is normal. Find it a little strange.
Automatic translation:
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3 years ago
Hi Jaqueline,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
