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

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

Amount: Can$1,000

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 02 Apr 2021 | Case closed : 19 Apr 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Canada is experiencing difficulties withdrawing their winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

I have tried to talk with someone about my account. I have sent screen shots and I'd pics and its obvious by my pictures of me holding my card that I am the account holder, and yet I can't make a withdrawal! I have emailed and spoke with chat, who treated me with total lack of anything l... just kept repeating see my previous message!

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3 years ago

Dear Katelyn,

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 advised what specifically seems to be a problem in verifying your account?

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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3 years ago

Dear Katelyn,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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