The player from Germany, who has been using Vulkan Vegas for two years has been asked for additional verification after winning €3000. Despite immediate submission of requested documents, there's no progress on withdrawal. Smaller winnings were previously paid out promptly. The complaint was rejected because the player didn't respond to our messages and questions.
Vulkan Vegas Casino - Player's withdrawal request was delayed due to additional verification.
Amount: €3,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Hello. I've been playing at Vulkan Vegas for almost 2 years. I've been verified right from the start. My smaller winnings up to approximately €350 were ALWAYS paid out in real time, meaning within seconds. Now, for the first time, I've won €3000 and they're asking for an additional photo of my source of wealth, which they refer to on the site as "source of riches". I uploaded it immediately but nothing more is happening. I'm starting to get a little worried because you sometimes read not-so-good things about the casino. I always had great experiences with Vulkanvegas, it just strikes me as odd that after all this time, they still need more documents. Thank you in advance. Regards, Nico
Automatic translation:
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6 months ago
Dear Hellakson23,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you provided this document? Have you provided it in the correct format? Has the casino requested any other documents?
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
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6 months ago
Translation
Hello, thank you for the message. I sent the documents directly this morning when requested. (11/2/2023). The format of the image is the same as all the others before it, these were approved in the same way, only with the last request it no longer works. Kind regards, Nico
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6 months ago
Thank you for your reply, Hellakson23. 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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that you wait at least one more week so that the casino has enough time to review your documents. I will leave this complaint open and if there is no development by the end of next week, please, let us know and we will intervene. Thank you for your understanding and patience.
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5 months ago
Dear Hellakson23,
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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5 months ago
Translation
Hello. I am now completely verified. However, I'm still missing €400. The remaining money was always sent to me in €400 amounts. The last €400 is listed in my profile as a completed transfer. However, nothing has arrived on my account to date. It was edited for the first time on November 4th.
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5 months ago
Dear Hellakson23
Please kindly let us know if the withdrawal reached your bank account.
Thank you for cooperation!
Best regards
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5 months ago
Translation
Hello no, unfortunately she still isn't. The last €400 is still missing. Best regards
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5 months ago
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To date, no payment has been received for the last €400. I'm starting to get really annoyed
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5 months ago
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Hello. 10 days have now passed and I'm still waiting for the remaining €400!!! I will be filing a complaint with the licensor today. Furthermore, I will rate the VulkanVegas site poorly on all pages. I'm starting to run out of patience.
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5 months ago
Dear Hellakson23
We see that you did not report this to our support.
Please kindly do so, provide all the requested information, and they will initiate the investigations along with the PSP and the bank.
Thank you for your cooperation!
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