Vulkan Vegas Casino - O jogador não pode retirar os ganhos.

Hello, I played at this casino for the first time. I put 25 in and won 178 euros. So in order to withdraw my amount I need to do this KYC verification and I have submitted all the paperwork on the site. I've tried to reach someone by email and live chat as well as by phone so that they can finally process it, there is no answer everywhere and I've been waiting for it for a week now. I would like to have the money that is due to me. Kind regards

Hallo ich habe das erste mal bei diesem Casino gespielt . Ich habe 25 reingesteckt und 178 Euro gewonnen. So um mein betrag auszahlen zu lassen muss ich diese KYC Überprüfung machen und ich habe alle Unterlagen eingereicht auf der Seite. Ich habe versucht per Email und per live Chat so wie telefonisch jemanden zu erreichen das die das endlich bearbeiten überall gibt es keine Antwort und ich jetzt eine Woche schon drauf warte . Ich würde gerne das Geld haben was mir zusteht . Mit freundlichen Grüßen

Dear moxhamlaura34,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.

Do I understand correctly that you have provided all the required documents? When exactly did you upload the last one?

Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru (or alternatively post it here).

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Good morning, I uploaded the documents on February 2nd, then wrote an email to him that they should please process it, there was never an answer or anything else.

Guten Morgen ich habe die Unterlagen am 2.2 hochgeladen dann eine Email an den geschrieben das die das bitte bearbeiten sollen es kamm nie eine antwort oder sonst irgendwas .

Dear moxhamlaura34

As far as I see, the withdrawal request was processed successfully at 08.02.2022 09:13:45 (UTC)

Can you please confirm the money was received?

Thank you!

Hello yes today came the good news thank you

Hallo ja heute kam die gute Nachricht danke

Awesome news, moxhamlaura34. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your 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.