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

my wager was completed i have a winnings of php771 they ask me to deposit php250 I did all that, the problem here is the KYC (proof of residency and bank statement) gcash transaction, gcash can only provide me with transaction history and Vulkan vegas replied they received the deposit, unfortunately, they were asking me for a bank statement stating I transferred from gcash to vulkan vegas which is impossible i guess because of the channel where the payment will pass through it says infogate and dragonpay, the example that was sent to me of one of the vulkan vegas repesentative was gcash cimb bank which is for loan statement I am not partnering my gcash to cimb for loan so obviously i do not have that, I can get a document on a government office about proof of residency but its impossible for a bank statement from gcash because my gcash is not in any connection with cimb bank.

Dear withnewspaper14,

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 verifying proof of residency and bank statement seem to be the only obstacles 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

Hi

yes, I understand how important KYC is, unfortunately with the bank statement from gcash it will be impossible, I can get the proof of residency but I want to let them know that Gcash is only providing its customer with transaction history and not a bank statement, they just wont listen. its tiring and its stressing me out im on medication with hypertension also with dextroscoliosis I usually had a stiff muscle specially if im stressed, I just want my money back if they wont give me my winnings, sorry about the typo winnings is php711 not 771, I want my deposit back, that is mine.

Thank you very much, withnewspaper14, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear withnewspaper14,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Vulkan Vegas Casino,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

the account has been verified. Player may request a withdrawal.

Kind regards

Dear withnewspaper14,

Could you please request a withdrawal and let me know once you do that?

Thank you very much in advance.

Kind regards,

Stefan

Hi Stefan,

apologies for the late reply, I requested withdrawal of php800, as per checking it is on process right now its not showing anymore on my vulkan vegas account and I am expecting to receive it within 2 days as per Vulkan vegas monitoring time, I will let you know until then.

Thank you so much for assisting.

Dear withnewspaper14,

Thank you for the provided information.

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

I already received the winnings of php800

I wanted to thank as well casino guru for assisting me with this concern.

Thank you so much!

Dear withnewspaper14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Stefan