The player from Germany is experiencing difficulties withdrawing her winnings due to unverified email address. The player hasn’t received a link for the verification. The issue was resolved. The player received the link for verification of her account.
Vulkan Vegas Casino - Player’s struggling to verify her email address.
Amount: €997
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi.
I deposited € 50 at Vulkan Vegas (without bonus) and won € 997.00. However, the winnings cannot be paid out because I have to confirm my email address and no link is sent to me. I have requested this link several times. I have also contacted support, but unfortunately I do not receive an answer. I have repeatedly checked the email address given, it is the correct address. I hope you can help me.
Automatic translation:
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4 years ago
Dear Lisa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you have received any other emails from the casino? Any promotional offers or automated emails when you have tried to contact them? 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
Translation
Hi,
many thanks for your help. No no emails. I have now contacted the support via chat and given the lady another email address from me. Now I got an email to the other address and should now verify myself. I hope that the payment will then work smoothly.
Many greetings
Edited
Automatic translation:
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4 years ago
Thank you very much Lisa for the update. Please keep me informed about your withdrawal. I wish you best of luck and wait for your reply patiently.
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4 years ago
Thank you very much Lisa 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.
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4 years ago
Translation
Thank you very much, if you need more information from me, I will be happy to help.
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4 years ago
Hi Lisa,
I looked at your complaint and understand the situation. There seems to be a problem with the verification emails in the casino that causes delay. I had a complaint just like this one about a week ago. The player received the verification email after a week. I recommend you to wait for the email, do not close your account or spend the funds. In the meantime, I will contact the casino and see if they can speed up the process.
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4 years ago
Translation
Okay, that sounds good. Exactly, it's about the confirmation email, which I don't get. Now I should provide another email address that the support at Vulkan Vegas stores this to send the confirmation email. However, you have to answer many questions and only answer to the email sent to support@vulkanvegas.com. I did that and got error messages when sending the email. It is still unclear to me whether the email actually arrived. Furthermore, I have deposited some documents in my profile under KYC review, which are also not confirmed, but this will probably take a few days.
many thanks for your help.
Many greetings
Edited
Automatic translation:
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4 years ago
Hello Lisa,
I can confirm we are having technical issues with our mailbox. Our tech dept. is doing their best to fix the issue.
On the other hand, our support has just sent you another e-mail with a confirmation link.
Please kindly follow the instructions and congrats on your winnings!
Best regards,
Alex
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4 years ago
Translation
Hi,
that's right. I could now actually confirm my email address.
I hope that the verification will work now.
Sincerely yours
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Automatic translation:
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4 years ago
Hello Lisa and Alex,
Thank you for the update. That's good news. I will now mark the complaint as 'resolved' in our system. Lisa, you are welcome to reopen the complaint should any problems with the verification or withdrawal of your funds occur. Thank you for your cooperation and for using the Casino Guru complaint resolution center.
Best regards,
Peter
