The player from Peru is experiencing difficulties withdrawing their winnings due to ongoing verification. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
Vulkan Vegas Casino - Player’s struggling to complete account verification.
Amount: €2,249
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello please I need your help. request the withdrawal won in the bets and the casino does not pay me. Every time they ask me for something new, a new requirement, a new document and every time I contact customer service they tell me that everything is fine and I just have to wait for my deposit. Then I check again and the request is rejected and they come back to ask for something else. It gives the impression that it was a SCAM AND THEY WOULD NOT WANT TO RETURN MY MONEY. THERE IS NO ONE TO HELP BECAUSE THESE CUSTOMER SERVICE PEOPLE HAVE BAD TREATMENT AND DO NOT GIVE THE CORRECT INFORMATION. I JUST WANT MY MONEY BACK
Automatic translation:
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2 years ago
Dear johnatanosterloh123,
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?
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
Thanks for your reply.
The problem is that the different people who attend give all kinds of information. First they told me that the account verification had already been done. They did not notify me that I had to resubmit the application and that increased the waiting days. When I present it, they tell me that I had to go through another verification again.
If only they gave all the information clearly and correctly, this process would not take so long. Now I don't know if they are going to put another obstacle on me. and i need my money
Thanks
Automatic translation:
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2 years ago
Could you please advise how many days ago you have initiated the KYC verification?
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2 years ago
Dear johnatanosterloh123
Please kindly confirm the money was received 06.04.2022 14:36:26 (UTC)
Thank you in advance!
Best regards
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2 years ago
Dear johnatanosterloh123,
Could you please confirm that the funds have been received already? Thank you very much in advance.
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2 years ago
Dear johnatanosterloh123,
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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2 years ago
Dear johnatanosterloh123,
Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this the complaint will now be rejected. It can be reopened at any time.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Petronela
