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

Hallo ,

uch warte schon ewig auf die Verifizierung . Habe sämtliche Dokumente hoch geladen und immer noch steht „ auf Überprüfung" da . Ob das Geld dann jemals ausgezahlt wird bezweifle ich , aber dann schalte ich einen Anwalt hinzu . Denn es wurde weder mit Bonus gespielt , noch gab es andere Unstimmigkeiten .

Dear stephanieheymel,

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? Could you please advise how many days ago you requested a withdrawal and started the account verification? Lastly, please confirm the disputed amount.

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

Die Verifizierung zieht sich nun schon über 4-5 Wochen . Status „ auf Überprüfung" . Als Antwort bekam ich nur zu hören, dass wohl die Daten nochmals an die Verifizierungsabteilung gesendet worden wären . Warum wurde nicht gesagt . Ich habe alle Sachen ordnungsgemäß hoch geladen , deshalb kann ich nicht verstehen wie eine Verifizierung über Wochen andauern kann .

Jetzt sind alle Dokumente genehmigt aber der Status ist immer noch Ungeprüft .

Thank you very much, stephanieheymel, for the update. Could you please confirm the disputed amount? Were those winnings accumulated with or without an active bonus?

Ohne Bonus !

Die Verifizierung wird nicht abgeschlossen . Habe mehrfach einen Screenshot der Einzahlung hoch geladen und trotzdem passiert nichts .

Hello all,

According to our records, the player has already received 6000 EUR.

The rest will be paid out according to T&Cs of the Casino.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear stephanieheymel,

Could you please confirm that you received the first payout and advise how much is your remaining balance? Looking forward to hearing from you.

Ja es hat funktioniert und die erste Auszahlung wurde ausgezahlt . Das Restguthaben beträgt 155.400€

Ich hoffe die anderen Auszhalungen funktionieren auch ! Bisher hat nur eine Auszahlung funktioniert .

Dear stephanieheymel

All the withdrawals will be processed according to T&Cs of the casino. Maybe a bit faster ;)

Kind regards

Thank you very much, Vulkan Vegas Casino team, for your assistance.

Dear stephanieheymel,

Could you please inform me when you receive your next payout? Looking forward to hearing from you.

Dear stephanieheymel,

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

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint. Dear stephanieheymel, could you get back to us please, and confirm that the payouts are processed in a timely manner?

The player can reopen this complaint anytime.

PS: I have adjusted the disputed amount from €161,000 to €155,400