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Hello, I was attempting to withdraw my winnings, but the casino has closed my account and claims that I have violated their regulations. They refused to pay out, alleging that I have multiple accounts and that money from my card was used to fund a different account. I have provided them with statements from my account and card proving that such payments accused of do not exist. I used a virtual card from which I had only made one deposit to the casino.

witam chciałem dokonać wypłaty mojej wygranej a kasyno zamknęło moje konto i stwierdziło że złamałem regulamin i nie wypłaciło jej stwierdzili ze posiadam multikonto i z mojej karty były wpłacane pieniądze na inne konto przedstawiłem IM wyciągi z kąta i karty że nigdy takich wpłat nie było o które mnie posądzali użyłem wirtualnej karty z której miałem tylko jedna wpłatę na kasyno

Dear norbertnorbert1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi not posible sombody youset my cart IM have only one peyments Yes my accont by verification IM thinking that winer by frome bonus and is first time IM want teake aut money IM vinn

Hi norbertnorbert1990,

• Could you please forward any relevant communication between you and the casino along with a confirmation about successful verification to petronela.k@casino.guru?

Thank you.

Hi IM send you email what IM speake whit casino

I'm sorry for the late reply. Thank you very much, norbertnorbert1990, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello norbertnorbert1990,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Vulkan.bet Casino to join the conversation.

Dear Vulkan.bet Casino,

Could you kindly provide me with the documentation supporting the reported existence of multiple accounts associated with the player?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon, CasinoGuru team and norbertnorbert1990,

We have investigated the situation and found that the account was blocked due to an error. Your account has been unblocked, and you can continue playing. We apologize for any inconvenience caused.

Have a great day!

Thank you for your response, Vulkan.bet team.

Dear norbertnorbert1990,

While I acknowledge that your user experience in this instance may not have been ideal, but recognizing that even the best systems may not be flawless and that occasional errors can happen to even the best of us as humans, I'm glad the situation could be worked out. Your account has been unblocked, and you should be able to use all of its features. I have my fingers crossed that everything will be working as it should.

I believe the situation has been addressed, but feel free to let me know if you still require any additional assistance.

Hello, thank you for your help, the casino still does not want to withdraw the winnings, they are carrying out verifications, I have already sent them photos and documents IM send and show you what whant for me and what IM send

At the request of the Vulkan.bet administration, we must verify your identity. The ability to withdraw funds from your player account will be suspended until this procedure is completed.

To confirm your identity, go to the "Verification" section of your profile and upload the documents listed below.

This procedure is only necessary to verify the identity of the account holder.

Please provide the following documents:

1) A photo showing the document confirming your identity, your face and the above-mentioned card 477124******6646, 516794******4097, 477124******7211 (page with the number cards). The document and card cannot overlap or cover any information visible on them. As in the previous points on the list, you can cover part of the card number.

2) A high-quality photo of a bank document confirming the cardholder's identity must be provided. This document must include the card number 535456******7752 (can be covered so that the first six and last four digits are visible), the name and surname of the holder, as well as contact details and the stamp of the bank that issued the card. This can be any official document containing all the information listed above, for example a letter, bank statement or contract.

Please remember that the information provided on the card and document must be legible. All four corners of the document and card must be fully within the frame.

Please only send the documents listed above via your vulkan.bet account.

Data processing takes on average two business days from the moment the documents are delivered. Immediately after verification is completed, you will receive an e-mail notification from us at the address assigned to your account.

Best regards, Joseph

Vulkan.bet customer service team

Dear norbertnorbert1990,

I understand that the KYC, as well as AML process, can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. None of the licensed casinos take KYC or AML lightly and I can only advise you to cooperate with the casino team.

Dear norbertnorbert1990,

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.

Hi IM send capel time photo whit cart what IM doing wrong

Dear norbertnorbert1990,

Have you provided the casino team with a selfie of you holding your fully visible ID next to your face?

Dear norbertnorbert1990,

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.

Hi IM still weiting to casino pay

Dear norbertnorbert1990,

Have you provided the casino team with all the requested documents, including a selfie of you holding your fully visible ID next to your face?

Dear norbertnorbert1990,

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.

Dear norbertnorbert1990,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru