The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed due to unfinished account verification. We rejected this complaint as the funds have been played before the verification process was completed.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €300
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I have a balance of 397 euros in my player account. I would like to have 300 euros paid out to me. He is rejected but doesn't know why. Have all the documents required that were requested. Unfortunately I don't have an email address from Vulkan Casino to write why I don't get a payout. I ask you to help me.
Kind regards, Karlheinz P ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Karlheinz,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been advised what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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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3 years ago
Dear Player,
In order to complete the KYC check please kindly provide us with the screenshot of the transaction via Sofort in favor of VulkanVegas as well as a selfie with your ID. You've been informed by our support by e-mail re the missing documents.
Thank you for cooperation!
Best regards,
Alexander
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3 years ago
Translation
Hello! I scanned all of the required documents for you and still received no payment. It's a cheek not to get my money. To this day, I have not received a response to the email I sent you. You can't deal with customers like that. I will put my lawyer in charge of the case and he will sue you for the money if I don't get the money paid out. I will also draw the attention of other players on the Internet to not deposit money with you and describe what happened to me at your place.
Kind regards, Karlheinz P ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Karlheinz
Please kindly understand that KYC is an essential part as it prevents the money laundering and many other aspects.
Please kindly let me know what money you are talking about, hence you have zero on your real money balance.
Thank you in advance!
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3 years ago
Translation
Hello! In the meantime my account is at zero because the day before yesterday I lost all my credit of over 600 euros, which also seemed very strange to me because I always played the same 9 numbers. I played these 9 numbers a total of 14 times. Of these 14 times, the ball jumped 8 times out of one of my 9 numbers, which seemed strange to me. And best of all, after I ran out of money, the next game came up with one of the nine numbers I played. If someone says that this is a coincidence then I think they are a weirdo! Here I was clearly cheated because it is known that the roulette wheel can be manipulated quite well and the ball falls into the number that the casino wanted. I will definitely not take it the way I was betrayed by you. At first I cannot withdraw any money and then my no numbers that I have played are manipulated! I will put that in the internet that nobody plays with you anymore. It is a bottomless cheek where you already earn enough money from players who are not familiar with roulette and play without a system. Vulkan Vegas Casino is a clear cheat casino !!!
Automatic translation:
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3 years ago
Hello Karlheinz,
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Meanwhile, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about the Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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3 years ago
Translation
It was very clear to me that I would get this answer from you because you are not able to, that you are not dealing with the right things. But I've been in this business for too long not to know what's going on there. One would have to record the whole thing with a camera when playing with you to prove how it is with wrong things. Fortunately, the casinos on site open again and you can play there again. I wish your casino that you will be visited by the devil who decides you the way it should be. Because what you do defies description! You should send the mafia on your neck who fool you into handicrafts and ensure order.
Automatic translation:
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3 years ago
I’m sure you understand that I don’t work for Vulkan Vegas Casino, but as one of the Casino.Guru independent employees and professionals I was trying to help you to resolve your problem.
Instead of waiting for us to intervene and help you with the account verification you’ve decided to play your winnings. You’re the only one who’s responsible for your account, nobody else.
Once again, for future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Sadly, there’s no other option for me just to reject this case as unjustified now. Thank you for your understanding.
