The player from Germany wanted to withdraw her €74 balance at Vulkan Vegas but faced delays due to KYC verification, which had been under review for three weeks despite her multiple requests to customer service. She intended to delete her account after the withdrawal. Her account was eventually verified, allowing her to proceed with the withdrawal request. The issue was marked as resolved by the Complaints Team following the casino's confirmation of the verification.
Vulkan Vegas Casino - Player's withdrawal is delayed due to verification.
Amount: €74
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
yesterday
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Translation
I have a €74 balance at Vulkan Vegas, which I wanted to withdraw, but the casino requires KYC verification first. I uploaded all the required information at the end of February, but it hasn't been verified. I've already asked customer service two or three times via chat to please verify my information. Customer service promised to do this promptly. It's been "under review" for three weeks now.
I just want to withdraw this small amount and then delete my casino account. I hope you can help me.
Automatic translation:
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Dear jaimylaura2014,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’re facing with your withdrawal and account verification at Vulkan Vegas. To better understand your situation and proceed with your complaint, could you please provide the following details?
- Have you received any updates or additional requests from the casino regarding your KYC verification?
- Which documents did you submit for verification? Were they accepted, or did the casino request any resubmissions?
- Did customer support provide any specific reason for the delay when you contacted them?
- Have you received any emails or messages confirming that your verification is still in progress?
If you have any relevant communication with the casino regarding your KYC verification or withdrawal, please feel free to forward it to petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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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Translation
Hello, no, I have not received any verification updates and the casino has not requested any further information.
For verification, I submitted: both sides of my ID card, a selfie with my ID card in hand, a utility bill for address purposes, a screenshot of my online banking showing a deposit to the casino, a screenshot of my monthly income payment, and my driver's license.
I uploaded the documents and it says "under review" behind them.
And no, I don't have any emails, but I do have the chat history.
No reasons were given for the delay. Customer service simply stated: "At the moment, there is no decision regarding verification. Please be patient and we will try to do it as quickly as possible."
Automatic translation:
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Additional comments from the player:
Hello
I have filed a complaint today about Vulkan Vegas regarding the KYC verification.
There is actually news, my account has suddenly been successfully verified.
Many thanks for your help.
Best regards
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yesterday
Dear jaimylaura2014,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
