The player from Germany is experiencing difficulties verifying the email address and completing account verification. After creating new email address and successful verification player received his winnings.
Vulkan Vegas Casino - Player is experiencing difficulties completing account verification.
Amount: €200
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 10 euros and won 200. I cannot withdraw my winnings because my email has not been confirmed. When prompted, I don't get a new email to confirm. I get other advertising emails though.
Kind regards
Raphaela ***
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Rapha,
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? Have you tried requesting the manual e-mail verification?
I hope 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
Hello. Yeah that's the only problem. KYC process is complete, all required documents have been uploaded! What do you mean by requesting manual email verification? Should I send them an email?
Kind regards
Rapha
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4 years ago
Translation
Yes! I have now 2 days in a row. I have to keep getting new email addresses and keep answering the same questions! To be honest, it seems rude to me !! Everything delayed !!
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4 years ago
Thank you very much, Rapha, 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.
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4 years ago
Hello Rapha,
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 specify where is the problem with player’s verification process, please?
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4 years ago
Translation
Hi Viliam,
I can't verify my email because I just don't get this email ... I am bombarded with advertising and everything else from VW. Aaaaber the important email supposedly does not arrive. Every time I should set up a new email and answer the same questions. I also carried out the KYC legitimation. Yes, what should I say. Ea feels like trying to buy time, hoping I will gamble away the money again!
Thanks & LG
Automatic translation:
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4 years ago
Hello dear Rapha
I can our support team is already assisting you in changing the e-mail address.
I am sure all will be sorted out shortly.
Kind regards,
Alex
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4 years ago
Dear Rapha,
is there something new? 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.
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4 years ago
Translation
Hello.
Yes everything worked out. Had to create a new email address twice. But it worked, money was paid out.
Thank you
Automatic translation:
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4 years ago
Dear Rapha,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
