The player from Germany is experiencing difficulties completing the account verification. The casino informed us the payout was made. We closed the complaint because we didn't receive a confirmation from the player.
Vulkan Vegas Casino - Player is struggling to verify.
Amount: €6,618
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Vulkan Vegas refuses the necessary documents for the KYC verification. So I can't claim my money. I have already pointed this out to support 3 times, but it does not help (always only copy-paste answers/mails). I'm honestly desperate because I've already paid in.
Automatic translation:
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1 year ago
Dear Kokolade822,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you explain which documents you provided and which documents were rejected? When did you submit the last documents? Were you asked to resubmit any documents? What feedback exactly did you receive from the casino?
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,
Tomas
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1 year ago
Translation
Hello,
I have submitted all the necessary documents! Only the account statement, which is required, is simply not recognized.
The support does NOT help me AT ALL! They are now sending me an automatic email for the 3rd time and are not addressing my problem. It's about 10000 euros, originally I only wanted to pay out a part but now I'm afraid that they won't give me a cent. I am asking you for help. I want to be put in touch with support (a real human). Many Thanks!!
Automatic translation:
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1 year ago
Dear Kokolade822
The KYC check is not yet completed.
Please kindly refer to the e-mail with the instructions, that was just sent.
Kind regards
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1 year ago
Translation
As of now, all documents have been approved but one of the documents (selfie with perso in hand) has been requested again (although it has already been uploaded and approved). I'm waiting again now. Hopefully the "experts" will accept everything this time. I will keep you up to date
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1 year ago
Translation
updated:
All documents submitted and confirmed but no verification done. ALL the documents are now available, no one can tell me I forgot anything. Support please finally verify the profile.
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1 year ago
Thanks for your assistance in the matter, Vulkan Vegas Casino.
Dear Kokolade822,
Please confirm you received your withdrawal or if you need any additional assistance. I'll look forward to your reply.
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