Vulkan Vegas Casino - Играчът изпитва затруднения при завършване на проверката на акаунта.

My account verification email still hasn't arrived, the requested documents have all been approved.

Ainda não chegou o e-mail de verificação da minha conta, os documentos pedidos já foram todos aprovados.

Dear Angelo09,

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

Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete the KYC (verification) process? Have you tried requesting manual e-mail verification?

I believe we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, all the documents that have been requested so far have already been sent and approved, the only thing missing is this e-mail that did not arrive. It's been days since my documents were approved

Já sim, todos os documentos que foram pedidos até agora já foram enviados e aprovados, falta somente esse e-mail que não chegou. Já tem dias que meus documentos foram aprovados

Dear Angelo09

Can you kindly explain who does the account angelor*ndow309@gmail.com belong to?

Thank you in advance!

Kind regards

An account that I created to be my secondary and put other funds into it, but I thought it was better to have just one and put my main email in another account (which in this case is the one I'm having problems), I tried to delete this account but I didn't find it no information. So much so that I didn't put any background on this secondary and didn't even touch it trying to verify or anything. How does this relate to my complaint? In fact, I received an email from you asking for another document I sent this afternoon.

Yours sincerely

Uma conta que eu criei pra ser minha secundária e botar outros fundos nela, mas achei melhor ter apenas uma e botei meu e-mail principal em outra conta (que no caso é essa que estou tendo problemas), tentei apagar essa conta mas n achei nenhuma informação. Tanto que não botei nenhum fundo nessa secundária e nem mexi nela tentando verificar nem nada. Oque isso pode relacionar com minha reclamação? Aliás recebi um e-mail de vocês pedindo mais um documento enviei agora pela tarde.

Atenciosamente

Why is my account blocked now? Do you mean that now, besides not getting what I won, I'm still going to lose the money I deposited?

Qual o motivo do bloqueio da minha conta agora? Quer dizer que agora além de eu não conseguir oque eu ganhei ainda vou perder o dinheiro que eu depositei ?

Thank you, Angelo09, for your reply. Do I understand correctly that you opened two separate accounts? Were your accounts active simultaneously? Has there been any game activity on both accounts?

Yes open but no, they were not active simultaneously I only played on one and there was only activity on only one account.

Sim abrir mas não, não estavam ativas simultaneamente só joguei em uma e só houve atividade em apenas uma conta.

Dear all,

Please kindly refer to the screenshots below:

The no-deposit bonus was activated at both of the accounts.

The disputed account was created after the first one.

Hope this clarifies.

Kind regards

Dear Angelo09,

Please understand that based on the provided supporting evidence we won't be able to help you. It is strictly forbidden to have more than one account in online casino. We accept cases when a genuine mistake happens and player forgets that they have an account with the casino previously but creating one account after another in two days doesn't suggest a genuine mistake. Additionally, free bonuses were claimed on both accounts and that's strictly forbidden in the majority of online casinos.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Angelo09,

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.

You can close, there's nothing else to do thanks for the help

Pode encerrar, n tem mais oq fazer obrigado aí pela ajuda

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.