The player from Germany is experiencing difficulties verifying his account. The issue was successfully resolved.
Vulkan Vegas Casino - Player’s struggling to complete the account verification.
Amount: €10,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
Hello, I've been trying to cash out my winnings for over a week. Unfortunately they always say that my account has not been verified and that I have to wait for a confirmation email. I submitted all the documents and documents to them, but nothing has happened for a week. I'm always put off, I should wait. What can i do there?
Automatic translation:
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3 years ago
Dear Daniel,
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 Petronela,
No, I've asked several times why it takes so long. But this question is not answered for me. They just tell me to keep waiting. It's been over a week since they told me I don't need to upload any more documents since I was done.
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Daniel
Automatic translation:
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3 years ago
Thank you very much, Daniel, for your reply. 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
Translation
Hello, when will I get an answer here?
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Daniel
Automatic translation:
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3 years ago
Hi Daniel,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Hello,
I do not see any issues here, the withdrawal requests will be processed according to T&Cs.
Kind regards
Public
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3 years ago
Translation
Hello,
Unfortunately, I've been waiting for the verification since January 29th and it just doesn't take place.
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Daniel
Automatic translation:
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3 years ago
Pardon for the inconveniences caused,
The reason for the delay was caused by enhanced verification, because several more users were found that have the same IP address. We had to make sure all is nice and smooth)
Thanks for udnerstanding!
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3 years ago
Translation
Hello,
But I only have one account and nobody else plays from my IP. Has this been fixed? Has the verification now been carried out?
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Daniel
Automatic translation:
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3 years ago
Yes,
There is absolutely nothing to worry about. All is fine!
Good luck and BIG wins!
Kind regards,
Alexander
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3 years ago
Translation
Many Thanks. Can you please tell me if I already have cash to withdraw? My account balance currently shows 7000 but I should have 10,000.
Automatic translation:
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3 years ago
Please refer to the "transactions" section of your profile.
The bank transfer may take up to 7 working days to get processed by the bank.
Any further info may be requested via our live support.
Regards
Public
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3 years ago
Translation
Hello, thank you in advance for your time, but I wanted to know whether I have a total credit of 10,000 or 7,000? Can I see if money is already in the payout? Today, 3000 euros were suddenly gone
Automatic translation:
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3 years ago
Three of your withdrawal requests have been approved and are being processed on the bank's side.
Kind regards
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3 years ago
Thank you Vulkan Vegas Casino team for your replies and help.
Dear Daniel,
I'm glad to hear that your issue got resolved. 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
