Vulkan Vegas Casino - Die KYC-Verifizierung des Spielers verzögert sich.

Hello, they are delaying the KYC verification, requiring a photo with the account background showing my face while holding my ID document. I created one using an editor, they approved it but now say it's not acceptable. I went to a photographer, who took a photo with the account as the background and me in front. That one isn't acceptable either!!! They are stalling! Can you intervene? Thank you.

Salve, stanno ritardando la verifica Kyc, vogliono una foto con lo sfondo dell' account con il mio volto, dove tengo in mano doc. d' identità. L'ho fatta con un editor, l' hanno approvata ma dicono che non va bene. Sono andata da un fotografo, ha fatto una foto dell' account come sfondo e io davanti. Non va bene neanche quella!!! Stanno temporeggiando!Potete intervenire? Grazie.

Dear Molly64,

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.

Based on your description, I am pretty confident that the casino asked for a simple selfie in which you have your casino account open on some device in the background and hold the document in one of your hands.

Do I understand correctly that you created or somehow edited both photos and none of them was a selfie you made? If so, you’ve basically submitted a fake document that no online casino would accept. This could lead to your account being closed and winnings confiscated, as it seriously violates the terms and conditions.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Cristina, thank you for your prompt reply. I understand that the Kyc verification is a serious thing. Far be it from me to create fakes. The selfie taken with a graphic editor, by the way, they approved it. I basically just entered the account as a background. Only they put incomplete. At which point, not understanding, I contacted them and they told me that they wanted a photo with the background of the account with my face and the document in my hands. I went to a photographer, but they did not approve it. You write that you have to use a device in the background, so I have to use 2 devices? Can you clarify for me, how to take this selfie? Thank you in advance. Regards.

Salve Cristina, ti ringrazio per la sollecita risposta. Capisco che la verifica Kyc sia una cosa seria. Lungi da me creare dei falsi. Il selfie fatto con un editor grafico tra l'altro l' hanno approvato. Praticamente ho solo inserito l' account come sfondo. Solo che mettevano incompleto. Al che non capendo li ho contattati e mi hanno detto che volevano una foto con lo sfondo dell'account con il mio volto e il documento tra le mani. Sono andata da un fotografo, ma non l'hanno approvata. Tu scrivi che bisogna usare un dispositivo in background, quindi devo usare 2 dispositivi? Puoi chiarirmi bene, come realizzare questo selfie? Ti ringrazio anticipatamente. Saluti.

Thank you for your reply, Molly64. Have you provided any other documents and have they all been approved? Could you please confirm that the selfie was the only document you edited?

Thanks for the reply. I provided other documents, they did not approve my statement. The selfie is the only document I changed. I'll update you: I lost everything, they blocked my account, now they also ask me for a selfie with an open account to unlock it. Finally they said that I can do the background with another device. If they had said it from the beginning I would have saved the photographer's money too! Regards.

Grazie per la risposta. Ho fornito altri documenti, non mi hanno approvato l'estratto conto.Il selfie è l'unico documento che ho modificato. Ti aggiorno: ho perso tutto, mi hanno bloccato l'account, ora mi richiedono anche un selfie con un conto aperto per sbloccarlo. Finalmente hanno detto che posso fare lo sfondo con un altro dispositivo. L' avessero detto da subito avrei risparmiato anche i soldi del fotografo! Saluti.

Last update, I have submitted the required documents. I am waiting for approval.

Ultimo aggiornamento, ho provveduto a inviare i documenti richiesti. Sono in attesa di approvazione.

Dear Molly64

Kristina (above) explained quite briefly what is expected of you to complete KYC procedure:

"I am pretty confident that the casino asked for a simple selfie in which you have your casino account open on some device in the background and hold the document in one of your hands."

Sorry, but casino cannot accept the edited photo.

Thank you for your cooperation!

Hello Vulkan Vegas,

I didn't know you could use another device, I also asked in the chats how to take this selfie, but no one explained it to me, you can check it. Surely using a translator it could have escaped. The first time I heard about it from Cristina and 2 days ago from one of your operators. Therefore I proceeded to send you what you requested in the exact form. Greetings.

Salve Vulkan Vegas,

Non sapevo si potesse usare un altro dispositivo, ho anche chiesto nelle chat come fare questo selfie, ma nessuno me l'ha spiegato, potete verificarlo. Sicuramente usando un traduttore può essere sfuggito.La prima volta ne ho sentito parlare da Cristina e 2 giorni fa' da un vostro operatore. Pertanto ho provveduto a inviarvi quello che avete richiesto nella forma esatta.Saluti.

Hi Cristina, I took screenshots of the chats, as you can see no one tells me about another device...

Salve Cristina,ho fatto screenshot delle chat, come puoi notare nessuno mi parla di altro dispositivo...

Molly64, do I understand correctly that you have lost your winnings and your account has been closed?

I lost everything and my account is restricted, I sent the required documents 8 days ago, I am still waiting for review.

Ho perso tutto e il mio account è soggetto a restrizioni, ho inviato 8 giorni fa' i documenti richiesti, sono ancora in attesa di revisione.

Hi Cristina, latest update: they approved the Kyc verification.

Thank you for your help. Regards.

Salve Cristina, ultimo aggiornamento: hanno approvato la verifica Kyc.

Ti ringrazio per il tuo aiuto. Saluti.

Do I understand correctly that we can consider this case resolved?

You got it right. The case is solved. Thanks for your help!

Hai capito bene. Il caso è risolto. Grazie per l'aiuto!

Dear Molly64,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru