The player from Germany had been a customer at Vulkan Vegas since 2019 and recently won 3700 Euros. Despite having a fully verified account, her payout request was delayed due to a source of funds verification. The issue was resolved after the player provided the necessary documentation, and the casino processed the payout. The player confirmed receiving the funds, and the complaint was marked as resolved.
Vulkan Vegas Casino - Player’s withdrawal has been delayed by repeated document rejections.
Amount: €3,700
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
3 months ago
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4 months ago
Translation
Hello, I have been a customer at Vulkan Vegas since 2019 and have received several payouts in the hundreds range from Vulkan Vegas, all of which went smoothly. My account has been fully verified since 2019. Recently, I got really lucky and was thrilled with a win of 3700 Euros. Unfortunately, I am now facing obstacles regarding the payout.
I was asked to upload a document, either a bank statement with salary details or a payslip, which I have now done three times. However, these documents keep getting rejected, which is incredibly unfair! I don’t have any other documents to upload because these are the correct ones, and it’s simply being claimed that they are not the right documents.
I am more than disappointed, as I initially had a positive impression of the casino. Over the years, I have invested a considerable amount of money.
I hope you can assist me. Best regards,
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4 months ago
Dear blackfakt1991,
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.
- Have you provided both a recent bank statement and one or multiple payslips to the casino?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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4 months ago
Translation
Vulkan Vegas has just approved my installations and I sent him screenshots etc. via email.
Now I'm curious to see when I'll have the money in my account - actually 5 working days according to the terms and conditions 😉!
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4 months ago
Hello,
According to our records, the player received the payout at 26.07.2024 13:40:35 (UTC)
Kind regards
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3 months ago
Translation
Yes, the money was credited to my account that Friday. I was more than pleasantly surprised that everything happened so quickly.
Thank you very much Vulkan Vegas 😉 keep it up!
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3 months ago
Dear blackfakt1991,
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 and Vulkan Vegas Casino for your cooperation.
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
