The player is struggling to receive his withdrawal because he isn’t able to complete the verification. The issue was successfully resolved.
Vulkan Vegas Casino - Player’s struggling to complete the KYC.
Amount: €4,550
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Did everything they wanted. ID, driving license, etc.
And yet they refuse to pay me the money. I've already called and written to customer service and an email to the people behind.
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3 years ago
Dear Reinold,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed. Every casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to review you documents to fully verify your account and a few more days until your withdrawal is successfully processed.
Have you received any explanation from the casino about what is going on? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply.
Best regards,
Kristina
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3 years ago
Translation
Still have problems getting the money paid out.
But I've already tried with 500 € / or 1000 € nothing works. First do the editing and after a day or on the same day comes the email was rejected. I have already left two emails for him, have still not received an answer, wanted to use the online services and was not manned. So I wrote them a message and left my e-mail address. Still no response from them. I sent all screenshots etc. there (kristina.s@casino.guru) with an ANNEX
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3 years ago
Thank you very much Reinold for your reply and emails. 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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3 years ago
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I am thankful for every help.
The main thing is that I get the 4550 € or half of it, I would be lucky with 2750 €
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3 years ago
Hi Reinold,
I'm taking over your complaint. I will contact the casino and see if I can help.
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3 years ago
Dear Reinold,
The reason the winning amount is not yet paid is cause we noticed there there were bets from the bonus balance higher than 5 euros/spin ("The maximum bet allowed when playing with bonus money is of 5 EUR/USD/CAD/NZD, per spin (incl. doubling (risk-game)) until your wagering requirements have been completed.").
An additional gameplay check has been assigned. Our support will inform you on the final verdict.
Kind regards,
Alexander
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3 years ago
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Everything is a lie, the money I won, I won without a bonus, only with free spins with my deposited money. The first deposit was with a bonus afterwards without any bonuses or anything else. Everything stinked a lie. They just don't want to pay out the money I have won
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3 years ago
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Then they should transfer me at least half of 4550 € of it. Even if it is the one with a € 5 bonus, I still get around € 3550. I played all the bonuses down to my deposited money and won nothing. Then I deposited € 100 WITHOUT BONUS, and lo and behold, all of a sudden I am free playing with a € 10 stake and then with € 20 stake WITHOUT BONUS. so all the MONEY WON EVER belongs to me
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3 years ago
Dear Reinold
I am not saying that VulkanVegas is not going to pay.
What I said is that we are doing extra check of the game play (which is a typical routine when the bonus abuse is noticed).
On behalf of VulkanVegas I can assure that we some of the most honest casino and never lie. Should you need a proof of the bets that breach T&C please feel free to navigate to the Game Transaction section within you profile or simply request our support.
Kind regards,
Alexander
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3 years ago
Translation
That's the evidence 
Because if I had played with a bonus, there would have been something in it.?! But it says at bonus balance: 0.00 € so don't tell me anything that I won with the bonus Won honestly with my deposited money without any bonus or anything else. So the money won is available to me without any exceptions
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3 years ago
Dear Reinold,
Would you kindly point me out the exact words where I might say that you'd won with the bonus money?
What I said is that you made bets with the bonus money on game Legacy of Dead by Play'n Go 8 euros/spin.
That is it.
Kind regards,
Alexander
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3 years ago
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It could be that I won something with the bonus but that is under € 10 and I gambled that away. So. Before we discuss any further.
What would you pay me out of the 4550 € ?????????????????????
Have an honest opinion and be fair
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3 years ago
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I never got out or won anything in this bet. What I played, however, I got free spins with a stake of € 10 and then I increased my stake to € 20. And then I won over € 5000 to € 4550. For the first time, I was so lucky. And I deposited between € 10-€ 50 each time with bonus or free spins. And then I won 0.0000000. Only paid in once without a bonus with € 100 and stake with € 10 and all of a sudden I got free spins on the books and won about € 2400
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3 years ago
Dear Reinold
The check is complete. Feel free to withdraw 4,551.91 eur via Bank Transfer.
Kind regards,
Alexander
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3 years ago
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Can you tell me exactly or take a screenshot. Which provider I can have this paid out from
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3 years ago
Dear Sir
You have requested the withdrawal via Neosurf. In order to withdraw via this payment method please make a minimum deposit and provide us with a proof of payment.
For further assistance please contact support
Kind regards
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3 years ago
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this shows me every time about bank transfer. But I'll try again
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3 years ago
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Operated via bank transfer. Which they indicated to me with an arrow. I'm curious what happens now
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3 years ago
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Hello Vulkan Vegas team.
I will not deposit a bonus or anything else as long as I do not have my winnings in my account.
There is still € 1550 missing.
Confirmation request
How long does it take for the money to be in my account ???
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3 years ago
Dear Reinold,
I truly do not understand what the problem is. Did we breach any of the rules?
According to T&C:
"8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) will be paid to the customer’s account within the period of 5 mins — 48 hours, but not exceeding 5 working days from the date of the request, except for weekends and holidays."
Should you have any other questions, please do not hesitate to contact customer support.
CasinoGuru is not a place to solve your general, complaint non-relevant questions.
Kind regards,
Alexander
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3 years ago
Translation
Hello dear GURU team
Received € 4550 - Only € 3000 so far. The 1550 are still being processed and are supposed to be in my account tomorrow.
Mfg Reinold Lind
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3 years ago
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I got the whole 4550 € transferred from Vulkan Vegas.
Thank you very much for your support. And I wish you a pleasant working day.
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3 years ago
Thank you Reinold for the update. I'm glad to hear that you received your funds in full. 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
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