FS Casino - A retirada do jogador está atrasada.

Vulkanbet wants me to get a bank statement for this card and I have told them multiple times I do not have the card because it was a pay as you go and they are not through any bank but they can't seem to understand it.

Dear marilynarkam,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your deposit seems to be the only issue? Did you make any other deposits and have you provided documents to verify them?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Yes they have asked for other documents and I have submitted them but it seems like every time I submitted one of their requests they would ask for something else that was harder for me to get

Thank you very much for your reply, marilynarkam. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear marilynarkam,

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 I did send a whole bunch of screen shots I'm not sure why you didn't recieve them i emailed them to kristina.s@casino.guru was this not the right place?

I'm sorry I must have sent these to the wrong place

Hi I went to vulcan casino to ask again about my withdrawal and this is the response I got from them

Thank you very much, marilynarkam, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi I just chequed my account at vulcan bet casino and they have yet again rejected and canceled my withdrawal request, I am requesting it yet again.

Hi I was looking through my saved files and I came across a screenshot of a transaction through my bank acct that I made to them, yes it did send it aswell. It is the one marked with red and there is also another one.

Hello marilynarkam,

My name is Michal, and I have taken over your complaint. I have carefully examined your case, which presents some complexities. While I acknowledge your point that the pay-as-you-go card is not linked to a traditional bank account, it is important to note that Vulkanbet Casino, like all other casinos, is required to verify payment methods in accordance with anti-money laundering regulations. Each player must provide proof that the payment method is indeed theirs. Do you happen to have the card available, or perhaps the receipt from its purchase? I will contact the casino to see if I can help.

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

Dear Vulkan.bet Casino,  

I understand your commitment to verifying all payment methods utilized by players for deposits and withdrawals. However, I would like to seek clarification regarding the disputed deposit. Specifically, is there a connection between this deposit and the winnings? Were the winnings generated from the deposit made using the pay-as-you-go card, or do they originate from a deposit made through a different payment method?

No I do not have that card or a receipt any more, I believe i used it when or just after I first opened the acct with vulcan bet, it was a long time ago, I did use my regular personal bank acct after that.

Good afternoon, marilynarkam and Casino Guru

Thank you for the information provided; it has been taken into account. To complete the account verification process, it is necessary to submit an image, the description of which was sent to your email on the morning of February 10. Please upload this image to your profile on the VulkanBet website.

Have a great day!

Hi this is the request I recieved from Vulcan bet.They said it would take a couple days to verify this, so am waiting to see if it's accepted.

Dear marilynarkam,  

This is a routine request as part of the standard verification process. I am optimistic that once this is reviewed and approved by the casino security team, your case will reach a satisfactory resolution.

Hi, they have made one payment so far so im just waiting for the rest, thank you so much for your help in this matter, cuz they sure weren't listening to me. Thanks so much again.

Dear marilynarkam,  

I consider this to be great news.🙂 It is reassuring to know that the situation has been clarified. I have confidence that the casino will handle the additional payments in the usual manner.

I look forward to your confirmation regarding the receipt of all the winnings.

Good afternoon, marilynarkam and Casino Guru,

The account has been successfully verified, and the withdrawal process has already started. If you have any questions, please feel free to reach out.

Have a great day!

Hello Vulcan bet casino has paid me all of my winnings. Thank you for your help.

Dear marilynarkam,

Thank you for your confirmation. I am pleased to know that our involvement played an important role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru