Vulkan Vegas Casino - Player’s KYC account verification is delayed.

It's been nearly 2 months and I am unable to verify my account with KYC. I would like to know specifically which images to upload in the respective boxes because I have tried everything but nothing gets approved. Thank you in advance if you can help with this. I would like to withdraw but I can't without verification. And I can't verify if I don't know the precise photos to upload.

Dear carmine501,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Privacy Policy, and this is found regarding the verification process:

Verification data. During the Verification process you will be required to provide us with the following data:

• A copy or a photo of your identification document;

• A photo of your payment instrument or other evidence that you are a holder of a payment instrument used or intended to be used for making transactions;

• A photo of you;

• A photo of you bearing your identification document and payment card;

• Your address confirmation. It may be a utility bill, telephone bill or other documents which, in accordance with your jurisdiction's legal and regulatory requirements, shall be enough to confirm your address;

• A confirmation of the source of your wealth and your funds (in some situations);

• The record of your video calls/audio-calls with the Website`s administration (if Verification is made via audio/video call);

• When performing Verification, we check some users of the Website in state registers, databases of politically exposed persons and other reliable sources and collect additional data from them.

Could you please advise which of these documents have you provided to the casino?

Have you asked the customer support to help you with your verification?

Do I understand correctly that none of your identity documents has been approved yet? Have you received any explanation for it?

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

Best regards

Veronika

I uploaded a photo of my identity card and a photo of myself with the identity card in my hand and it was approved in the first box.

In the 4th box I uploaded a photo of my driving license and a PDF of my pay slip and it was approved.

I'm missing box 2 and box 3.

The 3rd asks me for photos or screenshots of an online bank or bank statement where I uploaded screenshots of the postepay profile once with a remaining balance once with screenshots of the profile with name and surname and none of the 2 were approved.

The 2nd asks me for a utility bill, telephone bill or bank statement with full name and address. But I don't have a bill since I still live with my parents so I don't know what to charge. Could you help me choose the photos to upload in boxes 2 and 3?

Please bear in mind that the bank statement should contain your name, bank account number, and address. Many banks post the statements with all the necessary information once a month via email or via post. Have you uploaded the bank statement with all your personal information visible and in the correct format (usually PDF)?

If you still live with your parents and do not have a utility bill in your name, is there any other document that could prove your address? For example telephone bill, internet bill, or some other official document.

Dear carmine501,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.