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

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

Amount: $600

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 25 May 2021 | Resolved : 16 Jun 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Chile is experiencing difficulties withdrawing their winnings due to ongoing verification. It has been received.

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2 years ago
Translation

I have tried to withdraw through three requests and they have asked me for a photo of my credit card and bank, passport and identity but they keep rejecting me

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2 years ago

Dear Victor527,

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 informed 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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2 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Thank you very much, Victor527, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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2 years ago

Hello Victor527,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?


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2 years ago

Dear Victor527


I am being informed that VulkanVegas support has just sent you another e-mail with the request of the missing documents. Should you provide them - the withdrawal will be approved in no time 🙂

Have a nice day and congrats on your win!


Best regards


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2 years ago
Translation

Hello they tell me that it is approved and the payment must be made by ASTROPLAY, I am on hold and how do I receive the money?

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2 years ago
Translation

Waiting for astropay to make the payment or how do I make the request in astropay?

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2 years ago

Dear Victor527


According to our records the winnings amounting 600 USD were successfully withdrawn. Can you please confirm the money was received?


Kind regards

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2 years ago
Translation

Hello, I have not received the money yet

Thank you

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2 years ago

Dear Victor527,

please, wait at least 7 days and if you'll not receive your money we'll investigate further.

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2 years ago

Dear Victor527,

did you receive your winnings, please?

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2 years ago

Dear Victor527,

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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2 years ago
Translation

I already withdraw 300 dollars I am processing the other 300 I will be informing you

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2 years ago

Dear Victor527


Can you kindly clarify what " I am processing the other 300" means?

Because according to our records, all two withdrawal requests (amounting 600$) have been successfully processed, and the money was delivered to your Astropay account.


Thank you in advance!


Kind regards

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2 years ago
Translation

Hello, I leave a clarification of 300 dollars in my bank account, another 300 in my astropay account

Thanks for the management

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2 years ago

Dear Victor527,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru


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