The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. The complaint was resolved as the player verified his account and received his winnings.
Vulkan Vegas Casino - Player’s struggling to complete the account verification.
Amount: €250
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
2 years ago
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2 years ago
Translation
Unfortunately my verification process doesn't go any further and neither does the payout. They just don't respond to email inquiries.
Automatic translation:
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2 years ago
Dear Sabby616,
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 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
On 12 . 2. I uploaded all the documents, but did not even get an answer when I asked if the documents were complete.
Automatic translation:
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2 years ago
Thank you very much, Sabby616, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) 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 Sabby616,
I'm Nick and I'll be assisting you from now on. I would like to ask Vulkan Vegas Casino to join us and help us resolve the player's issue.
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2 years ago
Hello, all
As per our records, the transaction was successfully completed at 17.02.2022 11:29:42 (UTC)
Afterwards, the player started making new deposits.
Dear Sabby616, please let us know if the claim is still actual.
Thank you in advance!
Kind regards
