V.Vegas Casino - Jogador sofre atraso na retirada devido à falta de documentos.

Good day, even though I have 100% KYC, it's always claimed that something is missing. Specifically, the bank statement showing the deposit made at the respective online casino (Vulkan Vegas). I've sent everything multiple times and contacted customer service, but so far without success, just the same automated emails. Please address this issue.

Guten Tag, obwohl 100% KYC habe wird immer behauptet das etwas fehlt. Und zwar der Kontoauszug wo die einzahlung bei dem jeweiligen OnlineCasino (Vulkan Vegas) getätigt wurde. Zu wiederholen mal alles hin geschickt und mich mit Kundenservice kurz geschlossen allerdings bislang kein Erfolg mur immer die selbe automail. Bitte kümmern Sie sich darum.

Dear cheinrich,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Vulkan Vegas Casino. Please allow me to ask you a few questions to clarify your situation.

Could you confirm if all your identity documents, aside from the bank statement, have been successfully verified?

Have you double-checked that your bank statement includes all necessary details (such as your personal information, the exact deposit amount, and the deposit date) and is in the correct format?

Additionally, could you let us know how many times you've deposited with this casino?

Lastly, what was the response from customer support when you raised concerns about the bank statement verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening,

Yes, I sent in everything, even the allegedly missing extract from the cocto. The format was also correct.

I had paid in once.

Guten Abend,

ja habe alles eingesendet selbst angeblich fehlenden Koktoauszug. Das Format ist auch richtig gewesen.

einmal hatte ich eingezahlt.

Thank you for your reply. Please forward the bank statement that has not been approved by the casino during verification to me at veronika.l@casino.guru.

I sent the document to the email

Habe Dokument an die Email gesendet

Based on your previous message, it seems that the casino may be missing a selfie with your ID and your casino profile displayed on a screen of your phone or computer in the background. When uploading a photo to your casino profile, please ensure that it is clear and of high quality. The information on your ID should be clearly visible and easily readable, and your face should not be covered by the document you are holding. This helps the verification process proceed smoothly and ensures that your documents meet the required standards.

Could you please confirm whether you have uploaded a selfie that meets the casino's requirements to your profile? Additionally, if you have sent any documents to my email address, could you kindly double-check the address for any potential typos? I have not yet received anything from you. My email address is veronika.l@casino.guru. Thank you for your patience and your cooperation.

Dear cheinrich,

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.

Yes. They repeat my chat every time with auto-mails. No forwarding or anything else.

Ja. Jedesmal wiederholen Die mit autoMails meinen Chat. Ohne Weiterleitung noch sonst was.

Dear cheinrich

Thank you for the complaint.

Please kindly refer to the latest e-mail request.

Regards

Dear Vulkan Vegas Casino representative,

Thank you for reaching out to us and providing the player with clear instructions on the next steps.

Dear cheinrich,

Have you followed the instructions given by the casino in their last email? Please keep me updated on any further developments.

Dear cheinrich

The KYC check is not yet completed. Please refer to the latest instructions re the selfie with the gaming account open.

Thank you for cooperation!

Regards

Selfie with open gaming account?

How should I imagine this?!

Can't take a selfie if the gaming account is supposed to be on it.

Selfie mit geöffneten Gaming Konto?

Wie soll ich mir das vorstellen?!

Kann doch kein Selfie machen wenn das Gaming Konto mit drauf sein soll.

You can take a selfie with your mobile phone and open your casino account on another device; for example, a personal computer.

Dear cheinrich

You may now make a withdrawal request.

Kind regards

Dear Vulkan Vegas Casino representative,

Thank you for your reply.

Dear cheinrich,

Have you requested a withdrawal as suggested by the casino representative?

Dear cheinrich,

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.

I understand your dissatisfaction with the withdrawal taking too long. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting the withdrawal to receive their winnings.

Since this period has now passed, could you please let me know if the winning amount has been credited to your bank account?

120e07f7-1e39-470d-bda8-9908708e48c8

And now I have requested payment again

120e07f7-1e39-470d-bda8-9908708e48c8

Und nun habe ich erneut ausgzahlung beantragt

Hi!

According to our records, the player received their winnings at 19.12.2024 10:03:40 (UTC)

Regards

Dear Vulkan Vegas Casino representative,

Thank you for providing us with the information about the player's withdrawal.

Dear cheindrich,

Can you please confirm if you received your winnings?

Dear cheinrich,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.