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

Jeg har spillede i noget tid på vulkanvegas, jeg har aldrig haft et problem med at indbetale penge til dem, der har kun vært problemer hvergang jeg har skulle udbetale pengene. Jeg sendt alle de oplysninger de skulle have og de siger de stadig hed at tjekke mine papir det er over 2 måneder siden. Jeg har indbetalt flere tusinde kroner og nu hvor jeg så vinder lidt kan jeg ikke får mine penge ud. Hvad gør jeg?

Dear ahmadalrahmanihassan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are not able to withdraw due to incomplete verification?

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear ahmadalrahmanihassan

Please kindly let us know, who does the account ahmad.alra**ani.hassan@gmail.com belong to?

Thank you for cooperation!

Kind regards

Dear ahmadalrahmanihassan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.