FS Casino - Играчът се мъчи да завърши проверката на акаунта.

Good evening friends from Casino Guru, I hope you are all well.

On 12/07/21, I started the account verification process with Vulkan.Bet casino. Today, 07/20/21 it's been 08 days since I did it and so far the account has not been approved. I've made several attempts on their chat in English, to find out the status, but the only thing they reply is that they will send the reply by e-mail.

They don't report anything else. Because of this, my balance amount of R$1642.75 which is not a bonus balance, I requested withdrawal and is all the time with pending status because they never approve my account verification and so I can't withdraw.

I've already emailed them too, with no feedback from them. I would like to receive support and help in trying to get a feedback from the casino as soon as possible.

Many thanks to the Casino Guro team!

Att,

Michele

Boa noite amigos do Cassino Guru, espero que estejam todos bem.

No dia 12/07/21, iniciei o processo de verificação de conta com o cassino Vulkan.Bet. Hoje, 20/07/21 fazem 08 dias que fiz e até agora a conta não foi aprovada. Já fiz várias tentativas no chat deles em Inglês, para saber o status mas, a única coisa que respondem é que eles vão enviar a resposta por e-mail.

Não informam mais nada. Por conta disso, a minha quantia de saldo de R$1642,75 que não é saldo de bônus, solicitei saque e esta o tempo todo com status pendente pois eles nunca aprovam a minha verificação de conta e por isso não consigo sacar.

Já enviei e-mail para eles também, sem nenhum retorno da parte deles. Gostaria de receber apoio e ajuda para tentar receber um retorno do cassino com mais brevidade possível.

Muito obrigada a equipe do Casino Guro!

Att,

Michele

Dear Michele,

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

Please 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello Petronela and Casino Guru team, thank you so much for the quick feedback!

You see, I completely understand the entire verification process and I'm not complaining about the process because I know its need and importance. This is security for both casino and player parties.

My question is about their lack of feedback to my questions. Because I ask the Casino if the submitted documentation is enough and if I need to send anything else and they don't respond anymore.

All documents requested of me have already been sent. They no longer report anything that appears to be a problem with my verification.

Thank you very much once again for your support.

Att,

Michele

Olá Petronela e equipe Casino Guru, muito obrigado pelo rápido retorno!

Veja bem, entendo perfeitamente todo o processo de verificação e não estou reclamando do processo pois sei da necessidade e importância dele. Isso é segurança para ambas as partes, casino e jogador.

Meu questionamento é sobre a falta de retorno deles as minhas perguntas. Por que eu pergunto ao Cassino se a documentação enviada já é o suficiente e se preciso enviar mais alguma coisa e eles não respondem mais.

Todos os documentos que me foram solicitados já foram enviados. Eles não informam mais nada sobre algo que pareça ser um problema na minha verificação.

Muito obrigado mais uma vez pelo apoio.

Att,

Michele

Thank you very much, Michele, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Michele!

From now on, I will take care of your complaint. I would like to invite Vulkan.bet Casino representatives into this complaint in order to help us with resolving the issue.

Hello friends from Casino Guru! It is with great joy that I came to let you know that today Vulkan Bet finally released my payment! It worked out!

I'm sure your role in this case was fundamental! Thank you so much for your help and support! Excellent! Congratulations on this work! 👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼

Olá amigos do Casino Guru! É com muita alegria que vim avisar que hoje o Vulkan Bet finalmente liberou meu pagamento! Deu certo!

Tenho certeza que a atuação de vocês nesse caso foi fundamental! Muito obrigada pela ajuda e apoio prestados! Excelentes! Parabéns por esse trabalho! 👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼

Hello Michele!

I am delighted to see the good news. 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.