The player from Germany tried to withdraw his winnings, but he wasn’t successful probably due to unfinished KYC. The issue was successfully resolved.
Vulkan Vegas Casino - Player’s having difficulties withdrawing his winnings.
Amount: €350
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hello, I have been trying to pay out my winnings for days but every time it is rejected even though I have given all the information. And there is no correct answer from them.
Automatic translation:
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4 years ago
Dear Oliver,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
Do I understand correctly that you are experiencing this issue due to unfinished verification? Could you confirm whether you played with any bonus?
Additonally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Best regards,
Kristina
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4 years ago
Translation
Hello, I didn't use a bonus because I don't think so. The 350euro are real money. Sent in front and back of my ID and made all other confirmations.
With the payout every time after a few hours it is rejected and the casino does not respond to my email either - neither help nor a solution comes from them.
Edited
Automatic translation:
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4 years ago
Thank you very much Oliver for your reply. I will now transfer your complaint to my colleague Peter 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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4 years ago
Hi Oliver,
I looked at your case and understand your situation. I will contact the casino and see what can be done to help you.
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4 years ago
Hello Oliver,
In order to complete the KYC check we need to very you payment method that had been used (Sofort)
Kindly provide us with the screenshot of the transaction and the document that proves you are the owner of the bank account (bank statement).
I would also recommend sending your ID again, hence the ones you provided - look like a screenshots from the phone.
Kind regards,
Alexander
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4 years ago
Translation
Hello Alexander,
My ID is photographed and cut a little smaller because it usually cannot be sent as a file. But if this is desired I will send it again.
What would you need from the account statement just where my name and bank account are?
It would be nice if you send me your email address so that I can send it to you later and so that you can edit it since I have already sent several emails and no response has been received until now.
KIND REGARDS.
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Automatic translation:
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4 years ago
Dear Oliver
I would kindly ask you to contact live support, they will lead you through
Thanks in advance!
Best regards,
Alexander
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4 years ago
Translation
I'll try it now, I'll let you know if everything went well.
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4 years ago
Dear Oliver,
Can you kindly confirm the withdrawal was successful, as to our records on 21.09.2020 08:17:09 (UTC) you received the winnings.
Warm regards,
Alexander
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4 years ago
Translation
Everything worked out, thank you.
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Automatic translation:
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4 years ago
Thank you Alexander for your help.
Dear Oliver,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
