The player from Austria is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Vulkan Vegas Casino - Player’s struggling to complete account verification.
Amount: €2,500
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I've been waiting for a payout and approval from KYC for about 2 weeks.
All required documents have been uploaded to my profile and have already been accepted!!
The casino only comforts me, I can't understand why that is and I'm worried.
Please support
Many thanks in advance
Automatic translation:
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2 years ago
Dear AJCooper,
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.
Do I understand correctly that you have not received confirmation regarding successful verification yet? Could you please advise which documents have you already provided? 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
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2 years ago
Translation
I can understand that KYC takes some time, but there is a clear delay here due to the OPEN PAYMENT and you don't get any further information about the status!
I have uploaded the following documents:
- ID
- Selfie with ID
- means of payment
- Selfie with means of payment
- proof of address
- Proof of source of income
These required documents were made available in good quality as quickly as possible.
And are already accepted in my Vulkanvegas profile but I have NOT received ANY CONFIRMATION and the KYC status in my profile is UNVERIFIED!
Automatic translation:
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2 years ago
Thank you very much for your reply, AJCooper. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Dear player,
According to our records, the money was fully paid out at 20.11.2022 01:42:25 (UTC)
Can you kindly confirm?
Best regards
