Vulkan Vegas Casino - Играчът се мъчи да премине KYC.

Good evening! I have been trying to withdraw my winnings for 2 weeks and they are always rejected. Whenever I contact the casino the answer is always the same, that my account is in the last stage of verification and that I will only be able to make my withdrawal when this process is complete. It turns out that 2 weeks have passed and until today I have not received any confirmation that my verification has been approved, I am still unable to withdraw my earnings, they ask me all the time just to wait. This situation is quite annoying since I made my deposit, shared my personal data and so far nothing happens, I feel cheated, I feel that I lost my money in vain, worried about sharing my data. I don't believe that a check takes so long to complete.

Carefully,

Deborah

Boa tarde! Estou à 2 semanas a tentar retirar os meus ganhos e são sempre rejeitados. Sempre que entro em contacto com o casino a resposta é sempre a mesma, que a minha conta se encontra no último estágio de verificação e que só vou conseguir fazer a minha retirada quando esse processo estiver concluído. Acontece que já passaram 2 semanas e até hoje não recebi qualquer confirmação de que a minha verificação foi aprovada, continuo sem conseguir retirar meus ganhos, pedem me o tempo todo só pra esperar. Bastante chata esta situação visto que fiz meu depósito, partilhei meus dados pessoais e até agora nada acontece, sinto me enganada, sinto que perdi meu dinheiro em vão, preocupada com a partilha dos meus dados. Não acredito que uma verificação demore tanto tempo assim pra ser concluída.

Atentamente,

Débora

Dear Débora,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to review all the details from provided documents.

Do I understand correctly that this was your first attempt for a withdrawal? Which documents have you already provided, please?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, it is my first withdrawal, the first time I play in a casino. I have been trying to withdraw my winnings several times only that my orders are always rejected.

I sent a photo of my two-sided citizen card and also a photo with it next to my face. Likewise, I also sent the card with which I made the deposit, ATM card. And I sent a print of how I made the deposit, which was through MBWAY and sent proof of address.

Thanks

Sim, é a minha primeira retirada,primeira vez que jogo num casino. Tenho é tentado retirar os meus ganhos por várias vezes só que os meus pedidos são sempre rejeitados.

Enviei fotografia do meu cartão de cidadão frente e verso e também uma fotografia com o mesmo junto ao meu rosto. De igual modo também enviei o cartão com o qual fiz o depósito , cartão de multibanco. E enviei print de como fiz o depósito, que foi através de MBWAY e enviei comprovativo de morada .

Obrigada

Thank you very much Débora for your reply. I will now transfer your complaint to my colleague Martin 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.

Hello Débora!

From now on, I will take care of your complaint. I would like to invite Vulkan Vegas Casino's representatives to join this discussion and help us resolve the issue.

Thanks! Wait.

Obrigada! Aguardo.

Dear Debora,

The delay in verification is caused by a suspicion of you having multiple accounts.

Would you kindly clarify who does the account ftri***de1989@hotmail.com belong to?

We can definitely see the gameplay from the same IP address and device

Thanks in advance!

This account belongs to my boyfriend. In the meantime he gave up playing and I started playing. Only that. We live together.

Essa conta pertence ao meu namorado. Entretanto ele desistiu de jogar e comecei eu a jogar. Apenas isso. Vivemos juntos.

So much so that you can see that he didn't even play anymore and I did.

Tanto que podem verificar que ele nem sequer jogou mais e eu sim.

Dear Debora,

We truly hope you understood our concerns and consequently - the delay in KYC procedure.

Your account is now verified, feel free to make a withdrawal request.

Kind regards

I understand, of course, yes. But if that was the problem, you could have said it right when I asked you why the delay was taking place and I answered as I answered now, instead of always asking me to wait. Thanks.

Compreendo claro que sim. Mas se o problema era esse poderiam ter dito logo quando eu vos questionava o porquê da demora e eu respondia como respondi agora, em vez de estarem sempre a pedirem pra eu esperar. Obrigada.

Hello Débora!

I am delighted to see that your account is successfully verified. Before we proceed to closing this complaint as 'resolved', I'd like to ask you to let us know when you'll successfully manage to withdraw your winnings.

I will set the timer for 7 days, in this time frame you'll be able to inform us.

Looking forward for hearing from you.

It's solved. My earnings are already in my account. Thanks.

Está resolvido. Os meus ganhos já estão na minha conta. Obrigada.

Hello Débora,

Thank you for the information provided.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.