Vulkan Vegas Casino - O jogador foi solicitado a verificar sua conta.

Hello good afternoon, I made a request for a refund of 50 euros and 200 euros, and received an email saying it had been rejected, and then sent an email to: support@vulkanvegas.com

And they answered. Give me the following email: support@vulkanvegas.com:

" Greetings!

To use all features of your account, including withdrawing your winnings, you must go through a standard KYC check procedure. For your conclusion, we ask that you upload the following documents to your profile in the "KYC Verification" tab and contact us:

1) Copy or digital photo of the passport (identity card). It is allowed to hide the passport number and serial, except for any 2 characters;

2) A digital photo of the two sides of the card used to make the deposits: ****** 5344/05/2022. The first six and the last four numbers of the card number must be visible, the CVV code can be covered, the card must contain the cardholder's signature;

3) A digital photo in which you will be holding your passport (identity card) and card in your hands close to your face.

4) Any document that proves your residence (for example, electricity bill).

To pass the identification procedure, all data must be provided in high quality

In case of additional questions you can always send us an email, contact us via online chat or by phone +35725654268.

Best regards,

Elena

VulkanVegas Support Team "

I'm new to these online casino games

Olá boa tarde, eu fiz um pedido de rembolso um de 50 euros e outro de 200 euros, e recebi um email a dizer que tinha sido rejeitado, e então enviei um email para : support@vulkanvegas.com

E responderam. Me deste email : support@vulkanvegas.com o seguinte :

" Saudações!

Para usar todos os recursos de sua conta, incluindo o saque de seus ganhos, é necessário passar por um procedimento padrão do cheque KYC. Para a sua conclusão, pedimos-lhe que carregue os seguintes documentos no seu perfil no separador "Verificação KYC" e contacte-nos:

1) Cópia ou foto digital do passaporte (carteira de identidade). É permitido ocultar o número e série do passaporte, exceto de quaisquer 2 caracteres;

2) Uma foto digital dos dois lados do cartão usado para fazer os depósitos: ****** 5344/05/2022. Os primeiros seis e os quatro últimos números do número do cartão têm de estar visíveis, o código CVV pode ser coberto, o cartão deve conter a assinatura do titular do cartão;

3) Uma foto digital na qual você estará segurando seu passaporte (carteira de identidade) e cartão nas mãos perto do rosto.

4) Qualquer documento que comprove sua residência (por exemplo, conta de luz).

Para passar no procedimento de identificação, todos os dados devem ser fornecidos em alta qualidade

Em caso de dúvidas adicionais pode sempre enviar-nos um email, contacte-nos através do chat online ou pelo telefone +35725654268.

Cumprimentos,

Elena

Equipe de Suporte VulkanVegas"

Sou novo nestes jogos de casino online

Dear Ruben,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. The casino is asking for documents to verify your identity – the KYC process. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to withdraw your winnings.

I would recommend you to fully cooperate with the casino and provide all the necessary documents (in sufficient quality) as soon as possible.

Please keep me updated and let me know when you provide the required documents, or if there is anything new regarding this issue.

Looking forward to hearing from you.

Best regards,

Kristina

Hello good morning, yes I already did the KyC for verification, let's wait and see what they tell me.

But sometimes the site gives errors to enter the casino, problems with the domain of the site.

Olá bom dia, sim já fiz o KyC para verificação, vamos aguardar então para ver o que me dizem.

Mas as vezes o site da erros para entrar no casino, problemas com o domínio do site.

Ruben, thank you for a quick reply. We will keep this complaint opened until the issue is resolved. Please, let us know if there is anything new. Thank you very much.

Now I have already made the refund request, let's see ...

Can I ask another question, or do I have to ask a new question?

Agora já fiz o pedido de reembolso novamente, vamos lá ver...

Posso fazer outra questão, ou tenho que pedir nova pergunta?

Do I understand correctly, that your account has been verified and you managed to request a withdrawal?

Hello good morning, yes I already managed to make the refund and I already received the money, thank you very much for your attention

Olá bom dia, sim já consegui fazer o reembolso e já recebi o dinheiro, muito obrigado pela atenção

Thank you Ruben, for letting us know! 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.