Home Complaints Vulkan Vegas Casino - Player would like to verify his account.

Amount: €1,500

Vulkan Vegas Casino - Player would like to verify his account.

8.7/10 Very Good reputation Submitted: 20 Nov 2020 | Resolved : 24 Nov 2020
Our verdict

Case closed

RESOLVED

Case summary

7 days ago - 24 Nov 2020

The player from the Lower Saxony submitted all the required documents, but he still is cannot withdraw his winnings. The issue was successfully resolved.

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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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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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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

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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.

Public

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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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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Thanks for the clarification.


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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