The player from Germany is complaining about the lengthy verification process. 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: €155,400
Vulkan Vegas Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello ,
I've been waiting for verification for ages. I uploaded all the documents and it still says "for review". I doubt whether the money will ever be paid out, but then I will hire a lawyer. Because it was not played with a bonus, nor were there any other discrepancies.
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2 years ago
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
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2 years ago
Translation
The verification has been going on for 4-5 weeks now. On review status. The only answer I got was that the data had probably been sent to the verification department again. Why wasn't said. I uploaded everything properly so I can't understand how verification can take weeks.
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2 years ago
Translation
Now all documents are approved but the status is still Unreviewed.
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2 years ago
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?
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2 years ago
Translation
Without a bonus!
Verification will not complete . I uploaded a screenshot of the deposit several times and still nothing happens.
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2 years ago
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
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2 years ago
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.
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2 years ago
Translation
Yes it worked and the first payout was paid out. The remaining balance is €155,400
I hope the other payouts work too! Only one payout has worked so far.
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2 years ago
Dear stephanieheymel
All the withdrawals will be processed according to T&Cs of the casino. Maybe a bit faster ;)
Kind regards
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2 years ago
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.
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2 years ago
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.
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2 years ago
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
