Vulkan Vegas Casino - Player’s struggling to complete account verification.

hej

jeg har vundet 20000 kr fra dette sted

og nu har jeg prøvet flere gange at få godkendt min konto men de bliver bare ved med at skrive at jeg gå ind og oplodet dokomenter på det der hedder kyc og det har jeg osse men de bliver ved hvad skal jeg gøre her kan ikke engelsk men har brugt googel til at oversætte

jeg vedhæfter nogen filer så i kan se jeg har sendt det jeg skulle til på kyc

hilsen lea thomsen

Dear leat703,

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

Additional comments from the player:

"Jeg kan ikke komme ind på min sag 

Ved lænket

Hej ikke ud over at de skulle have alle de dokumenter som de har fået og set og godkendte hver gang jeg skriver med deres chat får jeg det samme at vide at jeg skal ligge dokumenter op som Jeg har gjordt til kyc"

Thank you very much, leat703, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello leat703,

We would like to invite Vulkan Vegas Casino to join the conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Can you please provide an update on the status of the player's verification? Have all requested documents been received?

Kind regards,

Adam

Hello all,

Thank you for a complaint.

On 2022-06-15 13:32:03 our support sent an e-mail requesting additional documents: id card (separately), selfie with the card.

As soon as the documents are received and verified, the withdrawal will be approved in a matter of minutes.

Hope this clarifies.

Kind regards

Hello Vulkan Vegas Casino,

Thank you for the information.

Dear leat703,

It seems that there are just two more documents required, are you able to provide them to complete the verification?

Kind regards,

Adam

Hello leat703,

I have received your response via e-mail. Could I kindly ask you to please use the link to respond directly to this thread from now on so it is easier to keep track of all responses.

To answer your question, as I understand the situation, the required documents to complete the verification are photographs of your ID card (I assume one of the front and one of the back), and a photo of you holding the card

Could you confirm if this is correct please Vulkan Vegas Casino?

Hey, Adam

That is correct.

Kind regards,

VulkanVegas

Hello leat703,

I have received your response via e-mail, I am sorry that you are experiencing difficulties in replying to the thread.

Dear Vulkan Vegas,

The player has stated that apparently a picture of a card that belongs to their ex is required? Have two cards been used and need to be verified? Could you please clarify exactly what is required to clear up any confusion?

Kind regards,

Adam

Hello,

Pardon for a delay in reply

Please kindly refer to the screenshot of the e-mail, that our support sent days ago:

This should clarify all the remaining questions.

Kind regards,

Vulkanvegas

Thank you Vulkan Vegas Casino.

Dear leat703,

The casino is asking for verification of the specified card as it has been used to make deposits in your account.

Does this card not belong to you?

Kind regards,

Adam

Jeg har lige sendt mit id med fotosom de osse ville have 

Skjul citeret tekst

Nej det har jeg jo skriver at det til høre min ex men jeg har osse brugt mit ejet kort og det er dem de skal udbetales på som de osde har fået nummer og bank udskift af at jeg osse har brugt mit eget kort så ved ikke hvorfor de skal bruge ex  

Har stadig problemer med at sende tilbage til jer

Denne har jeg osse lige fået

de kan godt låse mon profil op men så ryger mine penge

hvad så med dem jeg har indbetalt dem kunne de godt tage men jeg kan ikke få mine penge eller hvad jeg har jo givet dem mine oplysninger som de ville have hjælp hjælp

Thank you for waiting. As have checked, you used non-personal credit card details in your profile, which is forbidden on our site. We can unlock your account. The balance will void in this case

Hello leat703,

Thank you for the additional information. The problem here seems to be that you have made deposits with another person's card (your ex). Unfortunately, this is in direct breach of the terms and conditions of the casino:

"8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."

Were you perhaps unaware of this rule?

Dear Vulkan Vegas Casino,

Did the player provide documents verifying their own card? Were all of the other supplied documents sufficient to complete verification?

Kind regards,

Adam

Jeg var ikke klar over dem

Og jeg har lagt alle mine dokumenter så det var klar til at blive godkent

Hello,

There are no active/pending withdrawals at this time.

Dear leat703, please kindly use payment methods that belong solely to you in future, and there will be no trouble at all.

Kind regards

Dear leat703,

Unfortunately, as you have used a payment method that does not belong to you I am afraid it seems that the casino has only acted in accordance with its terms and conditions. Therefore, I will not be able to assist you any further with this case and the complaint will now be rejected.

I am sorry I could not have been of more help.

Kind regards,

Adam