Vulkan.bet Casino - Il ritiro del giocatore è ritardato a causa di problemi di verifica.

Hello everyone at casinoGuru

I am writing to you through this complaint to ask for help with a case that I have been trying to resolve for a long time.

Vulkan.Bet casino keeps asking for a document that one of my electronic wallets (Astropay) cannot issue, and that I have been told directly through support that they cannot send a certain receipt.

I have already sent all that information to the casino, the responses from AstroPay plus the screenshot of the transaction they requested, but they insist in emails and through chat asking for the same document and do not analyze the responses I have given or those provided by AstroPay, which shows me that they have not read or understood what has been happening all this time (3 months or more trying to verify me to request a withdrawal).

Below I've included all the background information on the case, what the casino keeps asking for, and my wallet's response. I don't know what else to do to get my account verified; I've tried everything and haven't been able to withdraw my winnings (I had withdrawn before).

Thank you in advance, greetings.

Hola a todos en casinoGuru

Me dirijo a ustedes por medio esta queja para pedir ayuda por un caso que ya llevo mucho tiempo intentando solucionar.

casino Vulkan.Bet insiste pidiendo un documento que, una de mis billeteras electrónicas (Astropay) no puede emitir y que en forma directa por medio del soporte me han dicho que no pueden enviar cierto comprobante.

Ya he enviado toda esa información al casino, las respuestas de astropay más el pantallazo de la transacción que solicitan, pero insisten en correos y por el chat pidiendo el mismo documento y no analizan las respuestas que he dado ni las entregadas por Astropay lo que me demuestra que no han leído ni entendido lo que sucede en todo este tiempo (3 meses o mas intentando verificarme para solicitar un retiro).

Dejo a continuación todos los antecedentes del caso, lo que sigue pidiendo el casino por mucho tiempo y la respuesta de mi billetera. Ya no se que mas hacer para que me verifiquen, he intentado todo y no he podido retirar mis ganancias (antes ya habia retirado).

Gracias dese ya, saludos.

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Dear danilamejorforeva,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that KYC is a very important and essential process, during which the casino verifies that the funds are paid to the rightful owner. No serious and licensed casino takes the KYC procedure lightly, and completing this thorough process may take several working days.

To better clarify your case, could you please provide answers to the following questions:

• What specific information is Vulkan.Bet requesting that your AstroPay wallet provider is unable to provide?
• Has the casino offered you any alternative method for verifying your wallet?
• Which verification documents have you already submitted, and on what date did you send the most recent one?

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra