The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. After uploading documents everything is allright.
Vulkan Vegas Casino - Player’s struggling to complete the account verification.
Amount: €500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I don't get any answers to questions to the support, the KYC check takes forever and my payout below € 500 is constantly being rejected.
There is also no information on how to withdraw if you have paid in with paysafecard.
Hopefully you can help me.
MfG Jonas F ******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Jonas23111,
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? How many days ago you have requested a withdrawal and apply for the account verification?
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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2 years ago
Translation
Good day.
I wasn't actually advised of anything.
Multiple questions to the support were answered very vaguely.
A payout was requested 6 days ago and repeatedly refused, although allegedly up to 500 € no verification would be necessary.
MfG Jonas F *****
Edited by a Casino Guru admin
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2 years ago
Thank you very much, Jonas23111, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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2 years ago
Hello Jonas23111,
I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Dear Jonas23111
On July 19 at 19:35 the operator clearly indicated that the KYC is required, listed the required documents.
Also you received multiple e-mail requests.
As per the moment being, I can see your profile is fully verified, feel free to make a withdrawal request.
Kind regards
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2 years ago
Translation
Right, then I added all the documents I needed.
Today I uploaded another selfie with ID and now everything is green.
I'm going to try my luck again.
MfG Jonas
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2 years ago
Translation
now my name is no longer accepted.
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2 years ago
Can you please speak to the live support? They will address the question to the payment provider
Thank you in advance!
Kind regards
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2 years ago
Dear Jonas23111,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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