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

I filled in the kyc verification as best as i could without missing anything thats asked for. I even gave two of everything because better safe than sorry. At first the bonuses were no max now theyre sending me low cashout bonus’ and im careful not to accept them because I know if i do I will run into problems. I first asked for $1200 and had around $400 more to play with. Also my funds were the first bonus that i met the wagering requirements fully to turn into real funds. The initial withdrawal request rejected because the kyc hadnt been approved yet, there was a picture i took sideways that they put an X on it. Ive straightened and doubled up all pictures now. I registered on Tuesday asked to cashout in wednesday. I played more on wednesday and Thursday noticed the rejection of my withdrawal request made my funds to $2000 requested another withdrawal for $1000 checked my account on friday but it was blocked. You can still contact the chat without signing in. They actually told me that someone else deposited the funds yet they wouldnt answer which deposit and when or how much. Then the weasel of a man offered that if i return the funds i can keep playing? Speechless, give up my own money as well as funds earned because someone else deposited in my account? Now this is where this became the worst excuse of an attempted theft when he told me that the funds were deposited by none other than G. Raymond. This is the card that shows up on my desktop banking site when I’m logged in to it. I guess one of the kyc pics had that shown on it. Although I included both receipts from gigadat that show my name and the requested message to put on the e-transfer. Even the picture that has G. Raymond on it includes my name in the top corner and the appropriate numbers else where on the page. Clearly G. Raymonds number on the default card picture couldnt possibly have been the numbers that they wouldve received any funds from and simply focusing for about ten seconds wouldve verified they never received anything from G. Raymond or from his card number. I read recently they tried this to someone else from Germany. Regardless could you please help me out, should i contact the licensing agency or even the Cyprus police, Or canada police because if they are scamming Canadians than the fraud charge would be in canada and not cyprus. Also i noticed a random withdrawal from my account then the funds were put back, avery serious crime yet I have no idea what this transaction was but it definitely wasn’t me. Im not going to accuse them of this just yet because i have no proof and so ill let it slide but considering everything ive seen from them this seems to be the type of thing that this site would do. Could you please help me? I really dont feel like contacting any policing agencies or even the licensing agencies just yet, but it might just turn out to be my only solution, im fairly certain i was directed to their site through your site which is why im asking for your help with this. Thank you very much for your time to read this and hopefully for putting in more time to aid me and reply as well.

Dear mnourbakash,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

PS: Is this the correct URL of the casino, please?

http://vulcanvegas.club/

I have submitted multiple documents, the same way, yet more thorough than before, that I’ve used for three different sites to get verified. I even kept the receipt from the e-transfers with the specific message which I’m sure that gigadat gives you a copy of as well. Your reply seems proper, yet if I hadn’t properly fulfilled the kyc verification how can I possibly do it now with my account being blocked? How do I know what In specific is the reasoning for you not approving my already approved else where kyc when I can’t log-in. But the main concern is the fact that the support personnel implied that my account is blocked due to other reasons. If you have a personal email I’d like to fill you in on the scare he gave me and the reason I was given earlier. So is my account unblocked now because according to you there’s verification issues I’d like to login and fix this. Although I’ve sent multiple different items of everything required. I even made sure the letter(s) I sent was within three months time for my address.

I apologize for going off topic and ranting on.

I don’t understand why verifying the payment method would be an issue. I’ve sent the appropriate pics and receipts and shown the corresponding numbers to my account as the sending party to gigadat for the appropriate amounts with the appropriate message. I’ve done this both in the kyc exactly for the reason of avoiding this but then I included the same proof yet without the discrepancy that the staff believed.

I understand safety and security just fine and don’t expect special treatment. I expect to get dealt with the way the terms and conditions says I will. If it takes a day or two more than what your terms says that’s understandable, but the staff said it’s going to take a long time to just relax and wait eventually if they can’t find anything wrong then most likely I’ll get paid? You say the kyc is not a process to be taken lightly, I understand and agree, yet proving the same thing to your site in specific shouldn’t be more difficult than the other sites, not to mention the passport office and the banks which have high security as well. I’ve properly filled out the kyc and diligently proved that I made the payment from my account. It’s frightening to know the people in charge of something that shouldn’t be taken lightly come up with the excuse they did. It’s the equivalent to donating money to mcdonalds childrens charity and the person receiving the funds believes it came from Ronald Mcdonald! That’s what I had to prove that I’m not G Raymond. The proof was already there G Raymond’s number on the default card that many websites randomly show for online banking is a complete random number so you couldn’t have received my payment from him. It’s impossible and a lie. And the more I think about it the more upset it makes me. That’s simply not an excuse that an adult professional can give to another person. There’s so many things wrong with that as an excuse.

Thank you, mnourbakash, for your reply. I understand your frustration. Could you please forward any relevant communication to petronela.k@casino.guru?

PS: Is this the correct URL of the casino, please?

http://vulcanvegas.club/

Dear mnourbakash,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I’m sorry I thought I replied already. I sincerely apologize to vulkan vegas casino. Sure I didn’t get my kyc approved as soon as I’d like but four days later it was verified and I was able to withdrawal. Although I gambled and lost I still owe vulkan vegas an apology and I’m grateful for sites like this for giving people the opportunity to voice their frustrations and more importantly have their issues dealt with appropriately. Thank you casino.guru and thank you vulkan vegas for fixing a wrong way sooner than I expected. My advice to anyone dealing with vulkan vegas is you can confidentially deposit your money and be confident enough that you’ll get your withdrawal actually sooner than some other sites that I’ve dealt with. Respect to casino.guru.

My complain is dealt with I’m happy with what Casino.guru has done for me and I consider my complain closed and dealt with professionally. Cheers to Casino.guru and apologies to vulkan vegas. I have deposited more money with vulkan vegas and I’ll be spending more with them and referring my homies to do so as well. CASE CLOSED

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mnourbakash, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: I have switched the complaint from Vulcan Vegas Casino to Vulkan Vegas.