Vulkan Vegas Casino - Player's struggling to withdraw his winnings.

Hello!

I haven't been able to withdraw my winnings for a week now. No one has verified the verification, and the support team does not respond to emails.

Dear daangereux4567,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

This is all the documents that I have downloaded as the proof that I am the only owner of this account. Sorry to blur with black oval, as a security precautions, those are the most important. Passport, selfie with passport, driver license, credit card from both sides + selfie with my credit card. Would this make a difference if I requested my withdrawal to my Revolut virtual card and not my other card (Swedbank) ? I just need to know if I need to add another proof.

Profile ID: 39***171

Dear daangereux4567

Can you please specify your player ID, since we are unable to find your account via the e-mail provided within the complaint.

Thank you in advance!

Kind regards

Hello everyone,

Thank you both for your replies. I apologize, but as per our company policy, all personal information shared on our platform must be made private.

Dear Vulkan Vegas Casino,

Could you please check daangereux4567's account so that we can make his profile ID private again? Thank you very much.

Hi all,

According to our records, the player has already received 800 EUR at 29.11.2022 13:50:20 (UTC)

Dear player, can you kindly let us know if the issue persists?

Thank you in advance!

Kind regards

Good afternoon!

My account has been verified and the process of withdrawing my winnings is ongoing now. There are still a few more hundreds to be paid. I think they will come through. Thank you for helping. Case closed

Dear daangereux4567,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru