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
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.
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.
Automatic translation:
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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.
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