The player from Germany had difficulties cashing out his winnings due to repeated requests for the same verification documents by the casino. The player shortly after reported that the issue was resolved.
Vulkan Vegas Casino - Player's withdrawal delayed due to repeated verification requests.
Amount: €19,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
Dear Sir/Madam,
My player ID is: 36580033
I have uploaded all required documents you have asked from me.
These include a bank statement, official correspondence from the Hanseatic City of Hamburg that lists my name and address, images of my credit card, images of both sides of my ID, a photo of me holding my credit card, ID, and passport next to my face, as well as a picture of my health insurance card.
Despite this, I am continuously asked to take a picture of my ID and hold it next to my face. However, all the required documents have already been uploaded and approved.
I believe there is nothing more needed for my verification.
I hope you can help me,
as I would like to withdraw my winnings.
I like this casino and have made several deposits over the approximately one year that I owned this account. Finally, after many attempts, I have won something and would like to cash it out. However, I am now unfortunately rather disappointed
Automatic translation:
Public
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11 months ago
Dear davidcisse1999,
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.
- Are the documents you submitted in accordance with the personal information entered in your player's profile?
- Have you contacted casino support regarding the issue? Have they offered any recommendations for you so the process can be completed?
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,
Tomas
Public
Public
11 months ago
Translation
Dear Mr. Thomas,
Thank you very much for your effort.
Everything has already been sorted out and I would like to thank you for your efforts
Automatic translation:
Public
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11 months ago
Dear davidcisse1999,
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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
