The player from Portugal is complaining about the lengthy verification process. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
good night I would like to know why I can not raise the money I win and in games , in the withdrawal process the status says incomplete , the KYC is already filled in and still nothing ... I would like to have an answer
Dear Brigida,
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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started 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
Thank you very much, Vulkan Vegas Casino team, for your prompt response.
Dear Brigida,
Could you please confirm that you have received your requested withdrawal?