The player from Austria experiences difficulties cashing out his winnings due to incomplete account verification. The player lost his winning, while the verification was ongoing, therefore we were forced to close the complaint as 'rejected'.
Vulkan Vegas Casino - Player's struggling to cash out his winnings from the casino.
Amount: €398
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
12 months ago
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1 year ago
Translation
Hello dear Casino Guru team!
I'm facing a problem that VulkanVegas Casino customer support doesn't seem to be able to solve.
On April 14, I made a deposit of €10.00 via Sofortüberweisung. In the meantime, I have increased this €10 including fulfillment of the bonus conditions to €398.65, which I would like to pay out.
For verification, an immediate transfer account statement is requested from me. I have submitted this + all other documents. All documents except the bank statement were accepted. When asked for support (live chat + email), reference is always made to the missing statement of €10.00 from April 14th. I've now repeated the process 3 times, always with the same response from the casino that said statement was missing.
I don't have any screenshots from the chat because I just found out about your services now.
Thank you in advance for your support.
LG ****
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Anonymized308,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly the last issue between you and your winnings is completing the verification of the used payment method? Have you provided all the required documents in the correct format?
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,
Tomas
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1 year ago
Hello Tomas,
thank you for your quick response, I will write in English for no further miscommunication.
Yes I have provided the correct information twice, I even uploaded the documents in different formats pdf / png.
I made 3 deposits that day (twice via paysafe card - verified, once via "Sofortüberweisung" - seems to be a problem). On that day I have no other wire transfers to their bank.
All the other documents have been verified and it is only stuck with the transfer confirmation
thanks in advance,
Best regards,
****
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1 year ago
Translation
Hello,
I lost my winnings in the meantime and now I want to close my account
Due to the lack of verification this is not possible and they are not deleting my account...
Edited
Automatic translation:
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1 year ago
Translation
Hello,
now the case can be closed.
The account was verified, then went suspiciously fast.
Automatic translation:
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12 months ago
Dear Anonymized308,
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.
We'll now reject your complaint for this reason. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Tomas
Casino.Guru
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