The player from Germany is not able to withdraw winnings due to incomplete verification. The player confirmed the withdrawal was successfully processed.
Vulkan Vegas Casino - Player is not able to withdraw winnings.
Amount: €178
Vulkan Vegas Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
2 years ago
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2 years ago
Translation
Hello, I played at this casino for the first time. I put 25 in and won 178 euros. So in order to withdraw my amount I need to do this KYC verification and I have submitted all the paperwork on the site. I've tried to reach someone by email and live chat as well as by phone so that they can finally process it, there is no answer everywhere and I've been waiting for it for a week now. I would like to have the money that is due to me. Kind regards
Automatic translation:
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2 years ago
Dear moxhamlaura34,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.
Do I understand correctly that you have provided all the required documents? When exactly did you upload the last one?
Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Good morning, I uploaded the documents on February 2nd, then wrote an email to him that they should please process it, there was never an answer or anything else.
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2 years ago
Dear moxhamlaura34
As far as I see, the withdrawal request was processed successfully at 08.02.2022 09:13:45 (UTC)
Can you please confirm the money was received?
Thank you!
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2 years ago
Translation
Hello yes today came the good news thank you
Automatic translation:
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2 years ago
Awesome news, moxhamlaura34. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation 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.
