HomeComplaintsVulkan Vegas Casino - Player is experiencing difficulties completing account verification.

Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.

Amount: €1,470

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 24 Oct 2020 | Case closed : 08 Nov 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Germany is experiencing complications verifying his email address and completing account verification. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
4 years ago
Translation

I signed up with Vulkan Vegas and made a few deposits.

Now I have the problem that I cannot withdraw my winnings because my account is not certified.

However, I never received an email even if I kept clicking on apply.


I would like to cash out my winnings.

strange that the deposits always work immediately and without asking.


I also contacted the service and the chat function but never received an answer.


Ask for help as soon as possible

Automatic translation:
Public
Public
4 years ago

Dear Fabian,

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

Public
Public
4 years ago

Dear Fabian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Public
Public
4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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