The player from Germany was prompted to provide additional documents for the KYC, even if his account has been verified in the past. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player is struggling to withdraw his winnings.
Amount: €15,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, a month ago my Vulkan Vegas account was successfully verified. And I also successfully received a withdrawal of €5,000. I still have €10,000 in my account. Now my payment has already been declined twice. I got a message that they need to check the documents again, so they need proof that I live in Germany. I sent off the payslip on 07/22/22 and have not received any confirmation as of 07/28/22. I don't understand why it is necessary to re-verify the account that was verified a month ago. Please help me to resolve the matter.
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1 year ago
Dear christian92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Have you accumulated your winnings with or without an active bonus?
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello, the first document request was address payment and id and this was successfully verified. Then I got a payout of €5,000. After paying out the winnings, they also asked for a payslip code proof that I live in Germany. I sent that too. The EU payment was always made by direct transfer. I must also add that I have never played with a bonus before. Tonight I received a confirmation that my gaming account was verified. I'll wait a few days to see how things develop.
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1 year ago
Hello christian92,
Have there been any developments since our last conversation, please?
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1 year ago
Translation
Hello, I can confirm that I have received a payment of €4,000 and I am awaiting the rest of the difference. For the time being I'm postponing the process, if I fear any problems I'll get back to you.
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1 year ago
Hello,
According to our records, the player has received 12k EUR.
Kind regards
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1 year ago
Translation
I confirm that €12,000 has been received. €3,000 will be processed
Edited
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1 year ago
Translation
Hello, I would like to confirm that the winnings have been paid out in full.
Thank you Vulkan Vegas Casino.
I apologize to Casino Guru for any inconvenience.
LG Christian
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, christian92, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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