The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The issue was resolved. The player's funds were refunded and the new account verified.
Vulkan Vegas Casino - Player’s struggling to complete the account verification.
Amount: €6,500
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
Dear Sir or Madam, I have been a customer since April 29, 21. Then I uploaded all the documents to the KYC exam. On May 14th, 21st I received instructions from the support on how to do it. And I'm waiting for the verification. Since I made a profit of 6500 € on 14.06.21, I would like to have it paid out. After several contacts with the operators, still no result, just consolation. Now I've also sent an email to support, so far without an answer. My KYC exam has still not been checked and without it there is no payout, although it is still on payout in the payment history.
I hope you can help me.
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3 years ago
Dear Sabine31,
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.
Have you been advised what specifically seems to be a problem in verifying your account?
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,
Petronela
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3 years ago
Translation
Hello Petronella, I asked the casino several times whether something was missing from the KYC. I was told that I shouldn't send anything more and that the exam would be running. In my opinion, I uploaded all the documents:
- Statement of account
- ID card
- Screenshot Klarna
- Proof of address: Tax office document
- other: with me photo of health insurance card
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3 years ago
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And I was not told what the exact problem is, even though I asked for help. Unfortunately, all I got was consolation
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3 years ago
Dear Sabine31,
Sorry to hear about your problem. Please kindly let me know how many accounts do you have at VulkanVegas?
Also, are you aware of the point 5.5 of the T&Cs:
"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". "
Thank you in advance for your cooperation.
Kind regards
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3 years ago
Translation
Of course I only have one account. At the beginning I made a mistake to register and downloaded the Vulkan app. After I realized that it was all Russian (?), I uninstalled the app and only play online directly. Maybe that has something to do with the problem. I definitely don't have a double account.
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3 years ago
Dear Sabine31
Can you kindly identify, who does the account sa**nevh@t-online.de belong to?
Thank you in advance!
Regards
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3 years ago
Translation
Great, this is my 2nd email, which, as I have just found out, my son (10) played around with. This is the email with which I was initially signed in to the app and which I immediately uninstalled. Sometimes when I want to open a bonus notification from my browser, there is a red bar with an error message, now I know why, I also deposited money and it ended up there and not in my official account. But I couldn't do anything. The fact is that the account with sabinevh@t-online.de is not used, I thought it would be automatically deleted when I uninstalled.
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3 years ago
Thank you, Sabine31, for your replies. Could you please clarify if I understood correctly the following sentence: "Great, this is my 2nd email, which, as I have just found out, my son (10) played around with." Was your son, who is 10 years old, playing in the casino?
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3 years ago
Translation
No, he didn't, he just played around with the cell phone and landed on your browser icon. As I said, sometimes I automatically connect to sabinevh@t-online.de, then I get an error message and I don't know how to turn it off. A deposit from me has already landed there. How am I supposed to deactivate this email, I don't have a password and the deinstallation was apparently not enough. A stupid mistake at the beginning of me and now such a problem, I'm really sorry, because I am inexperienced when it comes to gaming and actually only use the account biazicke@gmail.com ......
He didn't play.
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3 years ago
Do I understand correctly that you have created an account that has never been used (no deposits, no game history), and later, you opened another account that you use regularly?
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3 years ago
Thank you very much, Sabine31, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Sabine,
I looked at your case and understand the situation. I would like to ask Vulkan Vegas Casino to participate in the resolution of this complaint.
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3 years ago
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Hello Peter, that is very kind of you. Many Thanks
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3 years ago
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Good morning Peter, you still haven't heard from Vegas Volcano. ?
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3 years ago
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Hello Peter, for information, Vulkan Vegas has not approved the payout, but I am not blocked and the profit is still there, but the KYC exam has not been completed. Would it be possible for you to ask when you want to make a decision?
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3 years ago
Hello Sabine,
Congratulations on your winnings. We can't really make any progress without cooperation from the casino. Let's wait a few more days and see if somebody will respond, they usually do.
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3 years ago
We would like to ask Vulkan Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hello everyone,
So basically we have two duplicating accounts:
1) Player Id: 20251514 under sa**nevh@t-online.de
2) Player Id: 20329599 under bia**ke@gmail.com
All personal details are exactly the same. As far as I can see, the Player herself does not deny the fact that two accounts belong to her solely.
13 (thirteen) transactions were made at account 20251514, around 12 bonuses were received;
122 transactions were made at account 20329599, enormous amount of bonuses have been received.
All the above breaches the Casino T&Cs.
As a resolution to the current issue, we may offer to leave all the deposits, that were made, on the Player's balance. Player will be able to have a fresh start or withdraw the deposited amount.
Dear @Peter, what do you think will be a fair decision in this case?
Kind regards,
Alexander
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3 years ago
Thank you Alexander for your reply. If this is the case, I believe that this is a fair decision. Could you please send the supporting evidence to my email address (peter.m@casino.guru)?
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3 years ago
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Hello Peter Vulkan has blocked me so I cannot access my data. How do I have to behave now and what happens next.
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3 years ago
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Now I remembered what was going on with the account sabinevh@t-online.de because I just wanted to log in. As I said, the password is no longer there, so I tap the Forgot Password button. Then the message: has been sent to your email.
But there was never anything in the emails.
Same problem to confirm the email address at that time, I could NEVER do that either, because contrary to the announcement that the link would have been sent to the email, nothing was ever received there either. !! I was NEVER able to confirm the email address and that prompted me to set up a new account.
Isn't it rather the case that with the provider:
t- online.de does not work at all, but with Gmail, for example. Or Freenet ......
In that case my person couldn't help it ... I kindly ask you to meet me in the middle.
Friendl. Greetings Sabine
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3 years ago
Hi Alexander, thank you for your email with the evidence. I believe that it is fair, even a generous gesture to refund Sabine's deposits. How will the funds be transferred?
Dear Sabine,
Since you opened more than one account in the casino which is forbidden in most casinos. The casino offered a refund of your deposits which can be considered a gesture of goodwill. There's practically nothing else that can be done here.
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3 years ago
I would like to confirm, that the amount of 2,444 EUR remained at player's account. Account is now unlocked.
Play may continue playing at VulkanVegas or request a withdrawal via bank transfer or any other convenient payment method.
Kind regards
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3 years ago
Translation
Despite the anger, albeit through stupid half-knowledge, I thank you very much for your generosity.
I then assume that you have deleted the sabinevh@t-online.de account (which would be good) and that the KYC check is now through, because I would like to transfer part of it back first.
Thank you very much for you new chance.
SvHüth
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3 years ago
Yes, I confirm the account is fully verified. You are good as long as you use only this account.
The second one is permanently blocked.
Kind regards
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3 years ago
Hi all,
Thank you for your replies and thanks Alexander for your help.
Dear Sabine,
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
