The player from Germany is experiencing difficulties verifying his account due to an email address which has not been accepted. The issue was resolved, the player received his winnings.
Vulkan Vegas Casino - Player’s struggling to verify his account.
Amount: €777
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
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4 years ago
Translation
On April 17th I opened an account with VulkanVegas. On April 18, I paid 250 into this account.
I should subsequently receive an email during the account opening process with which I can verify my account.
However, I never received this email (even if requested several times via the homepage).
Since I could not confirm my email address, it was also not possible to pay out my credit in the amount of EUR 777. I informed VulkanVegas of this on April 19 by email and asked how I can verify my account.
Since I did not receive a reply to this email, I made contact via the chat function.
Here I was told that I should enter another email for account verification. I then received two emails from VulkanVegas, had to provide a lot of information and send in the documents necessary for account verification (although I had already uploaded them), which I did. The problem still persists. When I access my account on the VulkanVegas website and make a payment, I receive a message that I have to confirm my email address and that I should request an email. I tried this with the new address several times, but did not receive an email with which I could confirm my email address. It is therefore impossible for me to verify my account and it is also impossible for me to have my balance paid out.
Automatic translation:
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4 years ago
Dear Andreas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any related communication to petronela.k@casino.guru? 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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4 years ago
Thank you very much Andreas for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
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4 years ago
Translation
Hi.
In the meantime I have received the credit. The fact that it takes over a week to confirm my email address is definitely too long for me.
Thank you for your support and best regards!
Andreas
Edited
Automatic translation:
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4 years ago
Hi Andreas,
I have to admit that a week is quite a long time to receive a verification email, but I'm glad to hear that your issue got resolved. I will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
