The player from Italy faced delays with the KYC verification process, as the casino repeatedly rejected submitted photos of the player holding her ID with the account background. The player’s account was blocked, and she lost her winnings while awaiting approval of her documents. After clarifications were provided regarding the requirements for the selfie, the player submitted the necessary documents, which were eventually approved. The issue was resolved, and the complaint was marked as 'resolved' by the Complaints Team.
Vulkan Vegas Casino - Player's KYC verification is being delayed.
Amount: €1,400
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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4 weeks ago
Translation
Hello, they are delaying the KYC verification, requiring a photo with the account background showing my face while holding my ID document. I created one using an editor, they approved it but now say it's not acceptable. I went to a photographer, who took a photo with the account as the background and me in front. That one isn't acceptable either!!! They are stalling! Can you intervene? Thank you.
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3 weeks ago
Dear Molly64,
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 take KYC lightly.
Based on your description, I am pretty confident that the casino asked for a simple selfie in which you have your casino account open on some device in the background and hold the document in one of your hands.
Do I understand correctly that you created or somehow edited both photos and none of them was a selfie you made? If so, you’ve basically submitted a fake document that no online casino would accept. This could lead to your account being closed and winnings confiscated, as it seriously violates the terms and conditions.
Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
Hi Cristina, thank you for your prompt reply. I understand that the Kyc verification is a serious thing. Far be it from me to create fakes. The selfie taken with a graphic editor, by the way, they approved it. I basically just entered the account as a background. Only they put incomplete. At which point, not understanding, I contacted them and they told me that they wanted a photo with the background of the account with my face and the document in my hands. I went to a photographer, but they did not approve it. You write that you have to use a device in the background, so I have to use 2 devices? Can you clarify for me, how to take this selfie? Thank you in advance. Regards.
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3 weeks ago
Thank you for your reply, Molly64. Have you provided any other documents and have they all been approved? Could you please confirm that the selfie was the only document you edited?
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2 weeks ago
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Thanks for the reply. I provided other documents, they did not approve my statement. The selfie is the only document I changed. I'll update you: I lost everything, they blocked my account, now they also ask me for a selfie with an open account to unlock it. Finally they said that I can do the background with another device. If they had said it from the beginning I would have saved the photographer's money too! Regards.
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2 weeks ago
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Last update, I have submitted the required documents. I am waiting for approval.
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2 weeks ago
Dear Molly64
Kristina (above) explained quite briefly what is expected of you to complete KYC procedure:
"I am pretty confident that the casino asked for a simple selfie in which you have your casino account open on some device in the background and hold the document in one of your hands."
Sorry, but casino cannot accept the edited photo.
Thank you for your cooperation!
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2 weeks ago
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Hello Vulkan Vegas,
I didn't know you could use another device, I also asked in the chats how to take this selfie, but no one explained it to me, you can check it. Surely using a translator it could have escaped. The first time I heard about it from Cristina and 2 days ago from one of your operators. Therefore I proceeded to send you what you requested in the exact form. Greetings.
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2 weeks ago
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Hi Cristina, I took screenshots of the chats, as you can see no one tells me about another device...
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1 week ago
Molly64, do I understand correctly that you have lost your winnings and your account has been closed?
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1 week ago
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I lost everything and my account is restricted, I sent the required documents 8 days ago, I am still waiting for review.
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1 week ago
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Hi Cristina, latest update: they approved the Kyc verification.
Thank you for your help. Regards.
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4 days ago
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You got it right. The case is solved. Thanks for your help!
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2 days ago
Dear Molly64,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
