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
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Dear Sir/Madam,
My player ID is: 36580033
I have uploaded all the documents that were requested of me.
From a bank statement, a letter from the state of Hansestadt Hamburg with my name and address, a picture of my credit card, a picture of my ID card (front and back), a picture where I'm holding my credit card, my ID and my passport next to my face, even a picture of my health insurance card.
Yet, it is continually requested that I take a picture of my ID next to my face. Meanwhile, everything has already been uploaded and even approved.
There really shouldn't be anything else missing to verify me.
I hope you can help me,
as I want to cash out my winnings.
I like the casino, have deposited several times, and have owned the account for just over a year now. Finally, after numerous attempts, I've made some winnings that I want to cash out, but I am unfortunately a bit disappointed now
Automatic translation:
Public
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1 year 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
1 year 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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1 year 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
