The player from Portugal provided documents for verification two weeks ago, but her account still hasn’t been verified. The player managed to pass the verification procedure and withdraw her winnings, hence the complaint is resolved.
Vulkan Vegas Casino - Player is struggling to pass the KYC.
Amount: €200
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good evening! I have been trying to withdraw my winnings for 2 weeks and they are always rejected. Whenever I contact the casino the answer is always the same, that my account is in the last stage of verification and that I will only be able to make my withdrawal when this process is complete. It turns out that 2 weeks have passed and until today I have not received any confirmation that my verification has been approved, I am still unable to withdraw my earnings, they ask me all the time just to wait. This situation is quite annoying since I made my deposit, shared my personal data and so far nothing happens, I feel cheated, I feel that I lost my money in vain, worried about sharing my data. I don't believe that a check takes so long to complete.
Carefully,
Deborah
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3 years ago
Dear Débora,
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 can take a few days to review all the details from provided documents.
Do I understand correctly that this was your first attempt for a withdrawal? Which documents have you already provided, please?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Yes, it is my first withdrawal, the first time I play in a casino. I have been trying to withdraw my winnings several times only that my orders are always rejected.
I sent a photo of my two-sided citizen card and also a photo with it next to my face. Likewise, I also sent the card with which I made the deposit, ATM card. And I sent a print of how I made the deposit, which was through MBWAY and sent proof of address.
Thanks
Edited
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3 years ago
Thank you very much Débora for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Débora!
From now on, I will take care of your complaint. I would like to invite Vulkan Vegas Casino's representatives to join this discussion and help us resolve the issue.
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3 years ago
Dear Debora,
The delay in verification is caused by a suspicion of you having multiple accounts.
Would you kindly clarify who does the account ftri***de1989@hotmail.com belong to?
We can definitely see the gameplay from the same IP address and device
Thanks in advance!
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3 years ago
Translation
This account belongs to my boyfriend. In the meantime he gave up playing and I started playing. Only that. We live together.
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3 years ago
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So much so that you can see that he didn't even play anymore and I did.
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3 years ago
Dear Debora,
We truly hope you understood our concerns and consequently - the delay in KYC procedure.
Your account is now verified, feel free to make a withdrawal request.
Kind regards
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3 years ago
Translation
I understand, of course, yes. But if that was the problem, you could have said it right when I asked you why the delay was taking place and I answered as I answered now, instead of always asking me to wait. Thanks.
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3 years ago
Hello Débora!
I am delighted to see that your account is successfully verified. Before we proceed to closing this complaint as 'resolved', I'd like to ask you to let us know when you'll successfully manage to withdraw your winnings.
I will set the timer for 7 days, in this time frame you'll be able to inform us.
Looking forward for hearing from you.
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3 years ago
Translation
It's solved. My earnings are already in my account. Thanks.
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3 years ago
Hello Débora,
Thank you for the information provided.
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
