Vulkan Vegas Casino - Os ganhos do jogador estão atrasados devido à verificação da conta.

I created my account on the site https://4vulkanvegas9.com/pt-pt. I made two deposits of 40€ and then another of 30€. I have a prize of 15,351.22€ to receive, and all my documents are approved, but my account is still not verified.

The chat doesn't even open, and I always have to send an email. The email response asks me to wait, and I have already waited for a long time.

Fiz a minha conta no site https://4vulkanvegas9.com/pt-pt fiz dois depositos de 40€ e depois de 30€ , tenho um premio de 15351.22€ para receber , tenho todos os documentos aprovados mas não me verificam a conta.

O chat nem abre tenho sempre de enviar email e o email pede-me para esperar e eu já esperei por muito tempo.

Dear Joanafilipa,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Good morning, I started the verification 3 days ago and no one informed me of any problem, they asked for my identification document and a selfie with it.

Bom dia , iniciei a verificação ah 3 dias e ninguem me informou de nenhum problema , pediram o meu documento de identificação e uma selfie com ele.

Hello,

Please kindly refer to the latest e-mail sent:

Best regards

Good afternoon, I didn't receive that email 😥 I've already checked all the emails, however this photo is already in the casino's documents and is already approved, if you need it, please send a new email

Boa tarde , eu não recebi esse email 😥 já verifiquei todos os emails no entanto essa fotografia já está nos documentos do casino incluindo já está como aprovada , caso necessitem enviem novo email

Good afternoon,

I inform you that the desired photograph is attached and the requested photograph with my citizen card and my open account is also in my account.

Boa tarde,

Informo que se encontra em anexo a fotografia pretendida e também se encontra na minha conta a fotografia solicitada com o meu cartão de cidadão e a minha conta aberta

Hi Joanafilipa,

• Is this the selfie you sent to the casino? I'm afraid it is too blurry to be properly analyzed. Have you received any feedback from the casino on whether they accepted it?

Thank you.

Good morning, it's like under review, I can't get it out otherwise they asked me to get it out with my account details behind it but if I get it out like this and on my cell phone having the account open won't work and the citizen card will always be blurry and it won't work. you will be able to see the numbers, as they already have my photograph with my citizenship card with all the numbers and a selfie of me and this is approved

Bom dia , está como em revisão , eu não consigo tirar de outra forma pediram para tirar com os dados da minha conta por trás mas eu tirando assim e pelo telemóvel ter a conta aberta não vai funcionar e o cartão de cidadão ficará sempre embaçado e não vai dar para ver os números sendo que eles ja la tem a minha fotografia com o cartão de cidadão com todos os números e uma selfie minha e essa está como aprovada

Good morning,

The documents are all approved.

I question how to proceed since the account has not yet been validated.

Joana S*****

Bom dia,

Os documentos estão todos aprovados.

Questiono como proceder visto que a conta ainda não foi validada.

Joana S*****

Good morning,

I inform you that I sent a new photograph yesterday. I await validation.

Bom dia,

informo que procedi a novo envio de fotografia no dia de ontem. Aguardo validação.

Thank you very much, Joanafilipa, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good afternoon,

Thank you and I await instructions.

Joana S***

Boa tarde,

Agradeço e aguardo instruções.

Joana S***

Hello there,

Thank you Joanafilipa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vulkan Vegas Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

They asked me again for another photo, I've already sent two photos as they want and they always complain the last photo I sent is completely legible and visible, both my casino account details and my ID card 😥 I don't know anymore How do I take photos?

Voltaram me a pedir outra fotografia , já mandei duas fotografias como eles querem e eles sempre se queixam a ultima foto que eu enviei está totalmente legível e visível , tanto os dados da minha conta do casino como o meu cartão de identificação 😥 já não sei de que forma hei de tirar as fotografias

Good morning,

I inform you that at this moment all my documents are approved and I still have not had my account verified.

Bom dia,

Informo que neste momento todos os meus documentos estão aprovados e continuo sem que a conta seja verificada.

Good afternoon,

I inform you that my account is verified.

I am waiting for the funds to be transferred to my bank account.

Joana S***

Boa tarde,

Informo que a minha conta encontra-se verificada.

Estou a aguardar a trasnferência dos valores para a minha conta bancária.

Joana S***

Hello all

We can confirm the account is verified, and the withdrawals of the winnings will be performed according to T&Cs of the casino.

Kind regards

Goodnight ,

I am waiting for the values to be received before finalizing the complaint.

When I receive the amount I will inform you.

Thank you in advance for your promptness in treatment.

Joana S***

Boa noite ,

Aguardo entrada dos valores para depois finalizar a reclamação.

Quando receber o valor informo.

Agradeço desde já a prontidão no tratamento.

Joana S***

Dear Joanafilipa, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning,

As soon as I receive the funds I will inform you.

Thank you very much

Bom dia,

Assim que receba os fundos eu informo.

Muito obrigada

I inform you that I have already received the amount of €351.22 and there are still 3 installments of €5,000 that are still pending, I have not yet received a response to the email I sent to the casino.

Informo que ja recebi o valor de 351.22€ estando ainda em falta 3 parcelas de 5.000€ que ainda estão como pendentes, ainda não tive resposta ao email que encaminhei ao casino.

Good morning, I would like to inform you that I have already received 5351.22 from the casino, with 10000 euros missing. They have informed me that I will only be able to request the withdrawal of 5000 euros on August 19th and the remaining 5000 euros on September 19th.

Bom dia , informo que já recebi 5351.22 do casino , estando em falta 10000 euros sendo que eles me informaram que só dia 19 de Agosto é que poderei pedir novamente o levantamento de 5000€ e dia 19 de Setembro o restante 5000€

Dear Joanafilipa, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good afternoon, at the moment the casino has asked me for a bank statement but it doesn't say why, and I already have a verified account so I don't know why they want more documents, can you help please?

Boa tarde , neste momento o casino pediu me um extrato bancário mas não informa o motivo , e eu já tenho a conta verificada não sei porque querem mais documentos , podem ajudar por favor?

Dear Joanafilipa

This is a standard EU-regulated procedure.

Kind regards

Good afternoon, I'll attach my pay slip and bank statement to my source of income, thank you.

Boa tarde , vou anexar então no fonte de renda o meu recibo de vencimento e extrato bancário , obrigada

Good afternoon , by mistake I sent an email to the casino by my GMAIL email and I only have one account created I have no other and they now want to restrict my account just because I sent email by another email however I did not send by my normal email because I was not with my computer at the time I sent email however I only have ONE account which is email - *** in which I have already sent the requested documents and have not yet validated ! I don't have any other account, I just sent an email via my other email, but I only have ONE CASINO ACCOUNT.

Boa tarde , por lapso enviei um email para o casino pelo o meu email GMAIL sendo que eu só tenho uma conta criada não tenho nenhuma outra e eles agora querem restringir me a conta só porque eu enviei e-mail por outro email no entanto eu não enviei pelo meu email normal porque não estava com o meu computador na altura em que eu enviei email no entanto eu so tenho UMA conta que é de email - *** no qual eu já enviei os documentos solicitados e ainda nao validaram ! Não tenho nenhuma outra conta eu só enviei um email pelo meu outro email mas só tenho UMA CONTA NO CASINO

Dear Joanafilipa

Not sure who told you about any of the issues, but the documents were accepted, you may continue using the services.

Regards

Thank you for the update Vulkan Vegas Casino representative.

Dear Joanafilipa, let us know if this resolves your issue or if you require any further assistance. Thank you!

Good morning, I'm still waiting to be able to withdraw the 10000 euros I have left, the casino had informed me that I could only request it 30 days after the first withdrawal, that is, I can only request a withdrawal of 5000 euros on August 19th and the other 5000 euros on September 19th.

Bom dia , estou ainda a aguardar poder retirar os 10000 euros que me restam , o casino tinha informado que eu só poderia pedir 30 dias após a primeira retirada ou seja só posso pedir levantamento de 5000€ a dia 19 de Agosto e os outros 5000€ a dia 19 de Setembro

Dear Joanafilipa, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Joanafilipa

Please kindly make the withdrawal requests.

Kind regards

Good morning, I've placed the orders for pickup, I'm looking forward to hearing from you thank you

Bom dia , fiz os pedidos de retirada , aguardo retorno obrigada

Good evening, I would like to inform you that I have already been sent €5,000, in which case only €5,000 is still missing.

Boa noite, informo que já me enviaram 5000€ , neste caso só está em falta ainda 5000€ aguardo , obrigada !

Still no update on the missing 5000€.

Withdrawal request pending.

Ainda sem atualização dos 5000€ que estão em falta.

Pedido de retirada encontra-se pendente.

Dear Joanafilipa

The remaining withdrawal request is scheduled to be paid. All the withdrawals were and will be approved according to T&Cs of the casino. We do not observe any violations.

Kind regards

Good morning,

I will wait then, I ask Casino Guru to increase the deadline for me to give my confirmation please.

Bom dia,

Vou então aguardar , solicito ao Casino Guru que aumente o prazo para eu dar a minha confirmação por favor.

Greetings,

According to our records, all the winnings were received at 14.08.2024 07:50:09 (UTC).

Kind regards

Good morning, I confirm all receipts. Many thanks to casino guru for their efficient response and treatment and to casino Vegas for their promptness in helping. Thank you very much!

Bom dia , confirmo todos os recebimentos. Agradeço imenso ao casino guru pela eficaz resposta e tratamento e ao casino Vegas pela prontidão em ajudar. Muito obrigada !

I authorize the closing of this complaint please. ❤️

Autorizo o fecho desta reclamação por favor. ❤️

Dear Joanafilipa,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter