The player from Germany was complaining about the lengthy verification process. Later, it became clear that the delay was caused by the player's violation of the Terms and Conditions. After the situation was sorted out, the player was allowed to request a withdrawal and later confirmed he received his funds. The complaint was closed as 'resolved'.
Vulkan Vegas Casino - Player’s struggling to complete account verification.
Amount: €1,998.81
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I tried to pay out my profit of 1998.91 euros for almost 2 weeks.
It has already been rejected about 10 times because my account is (still) not verified, although I have already sent all documents and photos several times.
The account managers in the chat keep telling me to wait, but they don't give any answers.
Some say I should wait a moment and then stop answering the chat for half an hour until I have to close it.
Neither of you can speak German, and on the customer phone number, I asked the lady several times to speak more clearly in English, but she just mumbled something on the phone with a chat, I should write in the chat again and nothing happens again.
For that I waited 10 minutes on hold. Where, by the way, I got out somewhere, even though I called often.
I have now written a complaint via email, but there is no answer.
They just wait until I play again and waste time until I think I don't feel like bothering about it anymore.
With every withdrawal request I get an email with new bonuses.
Real insolence, I like to play and I put a lot of money into Vulkan Vegas, and then I want to pay it out once and then it doesn't work.
Automatic translation:
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3 years ago
Dear Erwin,
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
Translation
Hello,
yes, I have already understood what you are describing, you are writing that to me for the 100th time.
That takes a couple of days is perfectly fine, but it's been about 2 weeks.
And this time I don't know that there is a problem with my verification (again), because I'm supposed to wait and I've been doing that for 2 weeks.
All of my documents that I have already submitted are all marked with a green tick, don't know what kind of problem there should be?
Please just cash out the money and fix it, you are customer service and not me.
Automatic translation:
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3 years ago
I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem and I can assure you that I have never written to you anything before.
Allow me to ask you once again, have you been advised what specifically seems to be a problem in verifying your account?
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3 years ago
Thank you very much, Erwin, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Player
The delay with your withdrawal is caused by the violation of the following rule:
"8.3. The Company does not accept 3rd party deposits, i.e. those made by a friend, relative, partner or spouse. You must make deposits from an account/system/credit card that is registered in your own name. If we discover during our security checks that a 3rd party deposit has been made, all your winnings will be forfeited and returned to the casino."
We kindly ask you to use solely your payment methods in future.
Your account is now verified and you may create a withdrawal request.
Kind regards
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3 years ago
Dear Erwin,
I’ll be taking care of your complaint from now on. I’ll try my best to resolve the issue.
Dear Vulkan Vegas Casino team,
Thank you for providing the explanation. I’d like to ask you to provide evidence to prove your claims. You can forward the information to my e-mail address andrej.p@casino.guru (or feel free to post it here).
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3 years ago
Dear Andrej Pauls,
As I said above, the player may create a withdrawal request and the transaction will be approved in no time.
The reason of the delay was also specified above, do you need a proof? I am sure the player won't deny on his own)
Kind regards,
Alexander
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3 years ago
Translation
Many thanks to Casino Guru,
I have now sent a withdrawal request.
And wait now ..
Automatic translation:
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3 years ago
Dear Vulkan Vegas Casino team,
In case Erwin is able to withdraw the entire disputed amount, there’s no need to provide any additional information. Thank you for your cooperation.
Dear Erwin,
I’d like to kindly ask you to let us know once there’s any news in regards to your withdrawal request.
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3 years ago
Translation
So until now I still haven't received the money, but that takes a long time, they said it will then be paid out directly.
hmm ..
Automatic translation:
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3 years ago
Dear Erwin,
Since it’s only been 4 days since you requested the withdrawal, I’d like to kindly ask you to allow a few more days for the payment to land in your account. I’m setting the timer for 7 days. If you have not received the payment by the time the timer expires, we will intervene.
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3 years ago
Dear Erwin,
Can you kindly confirm you'd received the winnings?
Thanks in advance!
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3 years ago
Dear Erwin,
Have you received the payment? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.
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3 years ago
Dear all,
Even though we believe that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.
The player can reopen this complaint anytime.
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3 years ago
Translation
We've reopened this complaint as per the player's request.
Additional comments from Erwin:
" I'm sorry, I didn't have an internet connection.
the money was paid out successfully.
many thanks to Vulkan Vegas and Casino guru "
Automatic translation:
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3 years ago
Dear Erwin,
Thank you very much for confirming and for using the Casino Guru complaint resolution center. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
