The player from Germany is struggling to withdraw his winnings probably due to an incomplete KYC. We rejected this complaint because the player stopped responding.
Vulkan Vegas Casino - Player’s having difficulties withdrawing his winnings.
Amount: €300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
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4 years ago
Translation
I am verified and should be able to withdraw, but my withdrawal has now been declined 4 times. In the chat they say I have to wait for the verification confirmation by email but it just doesn't arrive and I don't get any help from chat and my hope is slowly fading ..
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4 years ago
Dear Kretschmar24,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently. It can take a few days to review all your documents.
Could you please indicate, which documents you have already provided? When exactly did you submit the last document?
Additionally, 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. Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
I sent in both sides of my ID card, including a photo of myself with my ID card.
I sent a screenshot of my account statement as proof of address, I had to send in a photo of my bank card and send an account statement that confirms the transfer of my deposit from my account to the casino.
I did this about 3-4 days ago
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4 years ago
Kretschmar24, thank you very much for your quick reply. Since you submited last documents only a few days ago, I would recommend you waiting for a few more days (let's say 7). It can take some time to check every detail.
In the meantime, please keep us updated, and let us know if there is anything new. If there is no development within this week, we will intervene. Thank you for your patience and understanding.
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4 years ago
Translation
The chat told me that there would be delays due to an email change.
I could not confirm my email address at first and asked for an email change, but then suddenly I was able to confirm it and like the support to cancel my change 2 times.
this was simply disregarded and ignored, now I've been waiting in the chat for an hour for an answer from the support staff.
he has not answered anything for a full hour.
it only says that my request is being processed and that I shouldn't close the chat, but waiting an hour in the chat without an answer is not possible
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