The player from Germany experienced difficulty withdrawing funds from Vulkan Vegas due to a lengthy KYC verification process. After converting her bonus into real money and making successful bets, she attempted a withdrawal of 1,400 euros, which was canceled. She subsequently submitted three new withdrawal requests, but the verification delays continued. The player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Vulkan Vegas Casino - Player's withdrawal is delayed due to KYC issues.
Closed
Our verdict
Player stopped responding
Amount: €1,400
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
Hello, I registered with Vulkan Vegas and received a bonus of 10.00 euros. I successfully used this and the 10.00 euros were credited as real money, which I was lucky enough to convert into 1347 euros. I then requested KYC verification, not yet verified... In my opinion, that takes a very long time.
I wanted to request a withdrawal but it didn't work because I hadn't made a deposit yet. I then deposited 10 euros and had to wager it 3 times. I turned the 10 euros into almost 60 euros... now I wanted to cash it out but it doesn't work because they take a long time to verify...
my withdrawal of 1,400 euros was canceled, so I requested 3 more withdrawals via bank transfer that did not exceed 1,000.00 euros
I applied for 500 euros twice and 400.00 euros once.
I did some research on the casino and unfortunately read a lot of negative things about the KYC verification and that the casino doesn't pay out.
I hope you can help me
Automatic translation:
Public
Public
10 months ago
Dear Yuikimura,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the delay in withdrawal processing is caused by incomplete verification?
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 you sent the last one?
- Have you provided all the required documents and in the correct format as soon as possible?
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,
Kristina
Public
Public
10 months ago
Translation
Hello, I have properly submitted all documents that were requested.
I have submitted the following documents
Personal Front/Back
selfie with ID card
proof of address (in the form of my mobile phone bill) + letter from my energy/electricity supplier
current bank statement with proof that the account belongs to me.
Current bank statement with my deposit method
Proof of payment Front/back of my bank card
credit card front/back
I uploaded the last documents again 5 hours ago, but nothing has happened so far. My payout will only be processed after verification.
Automatic translation:
Public
Public
10 months ago
Thank you very much for your reply, Yuikimura. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
