Vulkan Vegas Casino - O jogador está tendo dificuldades para concluir a verificação da conta.

Unfortunately, my winnings of EUR 510 will not be paid out as I have not received a confirmation email from the casino to activate the account. I've tried countless times, checked my e-mail address, checked the spam folder - no confirmation e-mail arrives. I have already emailed support twice about my concerns and asked for help. Unfortunately, I don't get an answer from support either. I very much hope that you can help me.

Leider wird mein Gewinn in Höhe von 510 Euro nicht ausgezahlt, da ich keine Bestätigungs-E-Mail von dem Casino erhalte, um das Konto zu aktivieren. Ich habe es schon unzählige Male probiert, E-Mail-Adresse kontrolliert, im Spam-Ordner nachgeschaut - es kommt keine Bestätigungs-E-Mail an. Mein Anliegen habe ich bereits zweimal per E-Mail dem Support geschildert und um Hilfe gebeten. Leider bekomme ich auch keine Antwort vom Support. Ich hoffe sehr, dass Sie mir weiterhelfen können.

Dear takeone123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours in the past. It seems that the casino is experiencing some technical problem related to players from Germany and email address verification.

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 resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thank you for handling my problem. I have uploaded all the required documents as part of the KYC process and they are all marked with a green tick. I have not received any further feedback from the casino.

The account has definitely been activated by the confirmation e-mail that I do not receive. I reported the problem to support twice by email and asked for a solution, as well as trying several times to find a solution in the chat. Unfortunately, the support on my two emails svom 25.02. and 27.02. not yet responded. With live chat, you have the option of asking a question and then waiting for the chat partner to respond. Despite the extremely long waiting times in the chat, there was never an answer, let alone I had the opportunity to communicate directly with the chat partner.

If you have any further questions, please do not hesitate to contact us. Thanks for your support!

Hallo Petronela,

vielen Dank, dass Sie sich um mein Problem kümmern. Ich habe im Rahmen des KYC-Prozesses alle geforderten Dokumente hochgeladen und diese sind auch alle mit einem grünen Haken gekennzeichnet. Eine weitere Rückmeldung habe ich vom Casino nicht erhalten.

Definitiv steht die Aktivierung des Kontos durch die Bestätigungs-E-Mail aus, die ich nicht erhalte. Ich habe das Problem sowohl zweimal per E-Mail dem Support geschildert und um eine Lösung gebeten als auch mehrmals versucht, beim Chat eine Lösung zu erreichen. Leider hat der Support auf meine beiden E-Mail svom 25.02. und 27.02. bislang nicht reagiert. Beim Live-Chat hat man die Möglichkeit, eine Frage zu stellen und dann darauf zu warten, bis der Chatpartner reagiert. Trotz extrem langer Wartezeiten im Chat ist nie eine Antwort gekommen, geschweige denn hatte ich die Möglichkeit, mit dem Chatpartner direkt zu kommunizieren.

Sollten Sie noch weitere Fragen haben, so melden Sie sich gerne. Vielen Dank für Ihre Unterstützung!

Many thanks to the representatives at Vulkan Vegas Casino. I never received your February 16 email; I also checked the spam folder! I have just uploaded the two proofs that you still requested, so that I will now request the payment again.

Vielen Dank an die Vertreter des Vulkan Vegas Casino. Ihre E-Mail vom 16. Februar habe ich nie erhalten; ich habe auch im Spam-Ordner nachgeschaut! Die beiden von Ihnen noch geforderten Nachweise habe ich eben hochgeladen, so dass ich die Auszahlung nun nochmals beantragen werde.

Thank you very much, Vulkan Vegas Casino, for your assistance. Is there anything else that is required from the player?

Hi everyone,

Nope all is fine. The withdrawal request has been confirmed, the player should wait for the money to arrive shortly.

Kind regards

Great news. takeone123, could you please inform me as soon as you'll receive your payment? Thank you very much in advance.

Hello Petronela,

I would be happy to inform you that the payment amount has been credited to my account today. Thank you very much for your support. Thanks also to VulkanVegas Casino for keeping your word.

regards

Guten Tag Petronela,

gerne teile ich Ihnen mit, dass der Auszahlungsbetrag heute meinem Konto gutgeschrieben wurde. Ganz herzlichen Dank für Ihre Unterstützung. Dank auch an VulkanVegas Casino, dass Sie Wort gehalten haben.

Freundliche Grüße

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, takeone123, for your cooperation and confirmation and please 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.

Best regards,

Petronela

Casino.Guru