The player from Poland, a verified and regular customer, was unable to withdraw PLN 15,000 won from a jackpot. Despite providing tax documents and proof of employment, the casino canceled the payment and deleted the submitted documents. After resubmitting the documents and contacting support, the player's documents were accepted, and the withdrawal was processed. The Complaints Team confirmed the issue was resolved successfully.
Vulkan Vegas Casino - Player’s winnings have been delayed.
Amount: 15,000 zł
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
I am a KYC verified player. I am a regular player. I have already withdrawn money from this casino (maximum withdrawals up to PLN 1,000).
Thanks to the jackpot, I won a larger amount - a total of PLN 15,000. The casino does not want to pay out this money.
They asked for additional confirmation of the legality of my payments. I receive money for my work in my own hands - this is a very popular form of receiving remuneration in Poland. I sent the official government PIT37 tax settlement, which confirms that I earn money legally and am employed in a legal company. I also sent an employment contract (I have been working in this company for 5 years).
I sent these documents and reported another payment. The payment was canceled again and the documents disappeared from my profile (they were not canceled but DELETED).
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2 months ago
Dear bproject,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please specify if your employment contract and tax settlement were accepted and verified by the casino before they disappeared from your profile? Have you tried submitting them again?
Have you contacted customer support regarding the problem with the verification of these documents? When was the last time you communicated with customer support?
Do you have any other documents that would serve as sufficient evidence of your proof of wealth?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
The employment contract and tax settlement have not been verified and have been deleted.
Last night I added the following documents again:
- contract of employment
- PIT tax settlement
Today I sent a new document from the state office "Income Certificate"
Additionally, I sent an email to support with these documents. I reported the payment again.
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2 months ago
After talking to an online consultant, the casino accepted my documents.
I ordered the withdrawal of my winnings again.
Please do not close this complaint until the casino accepts the withdrawal of my funds.
I will keep you updated.
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2 months ago
I am glad to hear that your documents have been accepted.
Please let me know when you receive your winnings or if some problem arises.
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2 months ago
Hello
According to our records, the winnings were received at 08.07.2024 12:17:01 (UTC)
Kind regards
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2 months ago
I withdrew money from the casino.
Thank you casino.guru, I think that if Vulkan Vegas had not seen this complaint, it would have extended the payment indefinitely.
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2 months ago
Dear bproject,
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,
Veronika
Casino.Guru
