Vulkan Vegas Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

I don't get any answers to questions to the support, the KYC check takes forever and my payout below € 500 is constantly being rejected.

There is also no information on how to withdraw if you have paid in with paysafecard.

Hopefully you can help me.

MfG Jonas F ******

Ich bekomme keinerlei Antworten bei Fragen an den Support, die KYC Überprüfung dauert Ewigkeiten und meine Auszahlung unter 500 € wird auch ständig abgelehnt.

Gibt auch keinerlei Infos wie man Auszahlen soll wenn man mit paysafecard eingezahlt hat.

Hoffentlich könnt ihr mir weiterhelfen.

MfG Jonas F******

Dear Jonas23111,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for 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 day.

I wasn't actually advised of anything.

Multiple questions to the support were answered very vaguely.

A payout was requested 6 days ago and repeatedly refused, although allegedly up to 500 € no verification would be necessary.

MfG Jonas F *****

Guten Tag.

Ich wurde eigentlich auf gar nichts hingewiesen.

Mehrfache fragen an den Support wurden sehr schwammig beantwortet.

Vor 6 Tagen wurde eine Auszahlung beantragt und immer wieder abgelehnt obwohl angeblich bis 500€ keine verifizierung notwendig wäre.

MfG Jonas F*****

Thank you very much, Jonas23111, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jonas23111,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Dear Jonas23111

On July 19 at 19:35 the operator clearly indicated that the KYC is required, listed the required documents.

Also you received multiple e-mail requests.

As per the moment being, I can see your profile is fully verified, feel free to make a withdrawal request.

Kind regards

Right, then I added all the documents I needed.

Today I uploaded another selfie with ID and now everything is green.

I'm going to try my luck again.

MfG Jonas

Richtig, darauf hin habe ich alle benötigten Dokumente hinzugefügt.

Hab heut nochmal ein Selfie mit ID hochgeladen und nun ist alles grün.

Ich probiere jetzt nochmal mein Glück.

MfG Jonas

Dear Jonas23111,

can I consider this complaint as resolved, please?

now my name is no longer accepted.

jetzt wird mein name nicht mehr angenommen.

Can you please speak to the live support? They will address the question to the payment provider

Thank you in advance!

Kind regards

Dear Jonas23111,

please, speak to the live support and let me know.

Alle Probleme sind gelöst

Vielen Dank

Dear Jonas23111,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru