The player from the Lower Saxony submitted all the required documents, but he still is cannot withdraw his winnings. The issue was successfully resolved.
Vulkan Vegas Casino - Player would like to verify his account.
Amount: €1,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Dear gregorvoege,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I am sure you 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 and it can take a few days to complete. Every casino is unique and requires different documents from the player.
Could you please confirm that this was your first attempt for a withdrawal? Did you play with any bonuses?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.
Thank you very much in advance for your reply.
Best regards
Kristina
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3 years ago
Translation
Hello Kristina,
Thank you for your message.
See the answers below:
Dear Gregorvoege,
Thank you for submitting your complaint. I am sorry to hear of your negative experience. I am sure you understand that KYC is a very important and essential process where the casino makes sure that the money is sent to the rightful owner and it can take a few days to complete. Each casino is unique and requires different documents from the player.
Could you please confirm that this was your first attempt to withdraw?
(Gregor) I have requested a payment several times, which was rejected each time for obvious reasons.
Did you play with any bonuses?
(Gregor) No, I only sprayed with the REAL money I paid in.
Please also forward all relevant communications between you and the casino to kristina.s@casino.guru , if any.
(Gregor) I send by email:
Meil traffic with casino, payment and game history, KYC details
Many thanks in advance for your reply.
Kind regards
Kristina
Automatic translation:
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3 years ago
Thank you very much Gregorvoege for your reply and email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Gregor,
I looked at your case and understand your situation. I will contact the casino and see if I can help.
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3 years ago
Hi everyone,
Just checked the account, there no active withdrawal requests.
I can also see 2 withdrawals completed on Nov 23 23.11.2020 10:54:11 (UTC), the total amount of which is 1,500 euros.
Dear gregorvoege
Please kindly let me know if you have any other requests
Kind regards,
Alexander
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3 years ago
Thank you Alexander for the reply.
Dear Gregor,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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