The player from Germany had a pending win of €120 that could not be withdrawn due to ongoing KYC verification issues. Despite having uploaded a selfie and various documents multiple times, the submissions were not accepted. The player expressed frustration over being able to deposit funds but unable to cash out their winnings. Casino stated the winnings were paid however the player stopped responding and the complaint was then rejected.
Vulkan Vegas Casino - Player's withdrawal is delayed due to KYC issues.
Amount: €120
Vulkan Vegas Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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4 months ago
Translation
Hello. I currently have a win of €120 pending because it can't be paid out to me due to the KYC verification. I've uploaded a selfie with a document for the third time now, but it's still not being accepted. The first two times, I used only my ID card, and the second time with a bank card. In both cases, I understand that the resolution wasn't particularly good. However, a selfie with better resolution doesn't work because the file size becomes too large to upload. To me, it seems that I am allowed to deposit (I've already made four or five deposits), but I can't cash out my winnings for such reasons. If a solution isn't found soon, I'll delete my account entirely, and that's the end of it.
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4 months ago
Dear mandyh,
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 and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
Translation
I don't blame anyone for being so strict with the KYC check. But when I see three pictures that come up with the same result, I feel a little bit like I'm being taken for a ride. 
I've done almost everything so far. I even sent my pay slip from last month because the first two times the selfie with my ID didn't work. The last time was also a selfie with documents and on December 6th, 2024 because the payment after the pay slip didn't work. Correct format, well, 10mb isn't much and that's why the pictures were blurry. I tried to make it at least a little bit recognizable without my face being covered.
I played with bonuses, but I converted them. The €120 is now real money. I checked several times with my husband to see if I was wrong, but neither of us saw anything.
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4 months ago
Translation
I took note of that, even the first two times. A high quality picture with ID and a fully visible face. I sent the pictures with my selfie camera, but the quality is terrible, I can see that myself. But I also tried several times to take a picture with my normal camera where you can see everything, no matter what the image size, the file is too big. So what am I supposed to do???
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4 months ago
Dear mandyh, do you have any updates on the verification?
Could you please share the email communication regarding the verification with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
Also, could you share the photos you submitted for the verification?
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4 months ago
Translation
here the picture of casino
The other pictures that I uploaded and wanted to send to you by email
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3 months ago
Dear mandyh, have you managed to verify your casino account?
If not, to help ensure your photo is accepted this time, please make sure to capture a selfie that shows your face alongside your ID without any fingers or other cards covering it. All corners of the ID should be fully visible, so none of the details are cut off.
If you're encountering issues with the photo's resolution or file size, try to take the picture in good lighting for better clarity.
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3 months ago
Dear mandyh,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
Translation
I've uploaded two more pictures. You can't really see anything on the ID, despite good lighting, different angles, etc. I've picked out the best ones where you can maybe see a little bit.
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3 months ago
Dear mandyh, have you received any feedback from the casino on those uploads?
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3 months ago
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Yes 
I've now taken two more pictures and uploaded them again. If it doesn't work after that, then there's no point. Then they can keep their money
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3 months ago
Thank you very much, mandyh, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear mandyh,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Vulkan Vegas Casino representative to join this conversation.
Dear Vulkan Vegas Casino, could you please provide more information about this case?
Looking forward to your reply.
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3 months ago
Hello all
The withdrawal request was created at 02.01.2025 11:07:00 (UTC)
It was approved by the casino today.
Kind regards
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3 months ago
Hello,
We'd like to confirm the player received their winnings at 03.01.2025 12:06:53 (UTC)
Kind regards
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3 months ago
Thank you for the fast response, Vulkan Vegas Casino.
mandyh, could you please advise if you have received the payment?
