The player from Germany has a pending win of €120 that cannot be withdrawn due to ongoing KYC verification issues. Despite uploading a selfie and various documents multiple times, the submissions are not accepted. The player expresses frustration over being able to deposit funds but unable to cash out their winnings.
Vulkan Vegas Casino - Player's withdrawal is delayed due to KYC issues.
Amount: €120
Vulkan Vegas Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 14h 4m 25s
Case summary
6 days ago
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2 weeks 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.
Automatic translation:
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2 weeks 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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2 weeks 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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1 week 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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6 days 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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6 days ago
Translation
here the picture of casino
The other pictures that I uploaded and wanted to send to you by email
Automatic translation:
Casino Guru is examining the case
