The player from Germany, a regular at Vulkan Vegas, is facing withdrawal issues despite having a verified account. The player submitted the requested documentation, after which the account was blocked due to alleged suspicions of money laundering.
Vulkan Vegas Casino - Player's verified account has been blocked.
Amount: €47,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 3h 13m 51s
Case summary
2 days ago
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1 week ago
Translation
I've been playing at Vulkan Vegas since 2021 and have had no issues with withdrawals up to this point. Suddenly, they're asking for documents even though I'm already verified. I sent everything they requested, and then they blocked my account! When I contacted their support, they said there was suspicion of money laundering and that I need to send more documents. It's my money that's at stake, and I just don't know what I should do next. Can someone help me?
Automatic translation:
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1 week ago
Dear Michi220,
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 take 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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1 week ago
Translation
I have been verified since 2022. The deposits and withdrawals have worked great so far, even for smaller amounts.
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1 week ago
Translation
I was asked to upload another document even though I have been verified since 2022. I did that, but the casino kept removing it. I uploaded it 3 times and also received a confirmation email. This morning my account was suddenly blocked on the grounds that they wanted bank statements from the account I used to deposit in order to rule out money laundering, which makes no sense because it worked for years with smaller amounts. Best regards
Automatic translation:
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1 week ago
Dear Michi220
Is there an issue to provide the requested documents?
Thank you for cooperation!
Regards
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1 week ago
Translation
I have sent everything and have paid out several times. My account was blocked with 47,000€ on it with the reason that documents were missing, but I also sent them by email
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2 days ago
Hi Michi220,
- Could you please advise if you already provided the requested document?
Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.
Thank you.
Casino Guru is examining the case
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