Vulkan Vegas Casino - Player is struggling to pass the KYC.

Ultra long KYC waiting time .... all documents submitted but no response or response from provider! Impossible to get in touch with them via their online chat.

Is this casino a scam ???

Dear ThomasC,

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 business days to collect and review all the details from provided documents.

Which documents have you already provided and when exactly, please? Could you please confirm that you have provided all the required documents?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina

Completely understandable. Everything was submitted and tried raised on 17.2 but still have not heard anything? 4 pictures with all info were uploaded.

Thank you for your reply, ThomasC. Do I understand correctly that none of your documents appear to have been reviewed?

Exactly. And it says approx. 2-4 days, but no feedback from Volcano Vegas. The payment was from Mastercard and should be the same way.

Hi Kristina

Great news! KYC has just suddenly gone through and it looks like they are processing 9000 for payout the last approx. 13000 is rejected and can not be withdrawn? I'll just give a message later. Thanks so far 😉

Thank you for the updates, sounds like we are moving somewhere! Have you received more information about the rejected amount of money? Please, let us know if there is anything new.

Hi

I have still only received 7500.- out of 22.500.-. There is 12,000.- in the account at Vulkan Vegas and 3000.- looks like they are on their way? But is still not visible in the bank. I've tried to pull the 12,000 out again and see what happens?

It is quite a significant amount of winnings, it can take some time to process. Since you have already received part of your winnings, I believe it is only a matter of time before you receive the rest of it. I will keep this complaint opened in the meantime, so please let me know as soon as you receive the payment. Thank you in advance.

Dear ThomasC,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi Kristina

I needed to get 3000.- out and they were rejected! Then I went in and thought I would play them up, but won 11.862.- which I pulled out on March 16th. But have not received anything ... So pt. I am missing 11,862 kroner which is under pending and has been doing so since 16 March.

Thanks for the updates, ThomasC. Since you requested a new withdrawal, I am afraid we will have to wait for a few more days as it can sometimes take even 2 weeks to fully process a payment.

I will set the timer for additional 7 days and if there is no development, we will get in touch with the casino to see what is going on. Please, keep us posted.

Dear ThomasC

According to our records, the last withdrawal of 3k was successfully processed on 23.03.2022 11:05:09 (UTC)

Please kindly confirm the money was received, and the complaint may be closed.

Thank you in advance!

Best regards,

VulkanVegas

It is correct! Everything ok from here.

Thanks for the help and good day

Awesome news, ThomasC. 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.