Vulkan Vegas Casino - Il giocatore ha difficoltà a ritirare le sue vincite.

Hello, I have been trying to pay out my winnings for days but every time it is rejected even though I have given all the information. And there is no correct answer from them.

Hallo, unzwar versuch ich seit Tagen mein Gewinn auszuzahlen aber jedes mal wird dies Abgelehnt obwohl ich alle angaben gemacht habe. Und ne richtige Antwort gibt es von ihnen auch net.

Dear Oliver,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

Do I understand correctly that you are experiencing this issue due to unfinished verification? Could you confirm whether you played with any bonus?

Additonally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Hello, I didn't use a bonus because I don't think so. The 350euro are real money. Sent in front and back of my ID and made all other confirmations.

With the payout every time after a few hours it is rejected and the casino does not respond to my email either - neither help nor a solution comes from them.

Hallo, einen Bonus habe ich nicht verwendet da ich davon nix halte. Die 350euro sind Echtgeld. Habe vor und Rückseite meines Ausweises geschickt und alle anderen Bestätigungen durchgeführt.

Bei der Auszahlung kommt jedesmal nach paar Stunden abgelehnt und auf meine Email reagiert das Casino auch nicht es kommt weder hilfe noch eine Lösung von denen.

Thank you very much Oliver for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Oliver,

I looked at your case and understand your situation. I will contact the casino and see what can be done to help you.

Hello Oliver,

In order to complete the KYC check we need to very you payment method that had been used (Sofort)

Kindly provide us with the screenshot of the transaction and the document that proves you are the owner of the bank account (bank statement).

I would also recommend sending your ID again, hence the ones you provided - look like a screenshots from the phone.

Kind regards,

Alexander

Hello Alexander,

My ID is photographed and cut a little smaller because it usually cannot be sent as a file. But if this is desired I will send it again.

What would you need from the account statement just where my name and bank account are?

It would be nice if you send me your email address so that I can send it to you later and so that you can edit it since I have already sent several emails and no response has been received until now.

KIND REGARDS.

Hallo Alexander,

Meine ID ist Fotografiert und etwas kleiner geschnitten da es meisten sonnst nicht als Datei gesendet werden kann. Aber wenn dies erwünscht is sende ich diese neu.

Was bräuchten sie alles vom kontoauszug nur wo mein Name und mein Bankkonto steht?

Es wäre nett wenn sie mir ihre Email Adresse schicken damit ich es ihnen direkt später zu senden kann und damit sie es bearbeiten können da ich schon mehrere Email geschickt habe und bis jetzt nicht drauf reagiert wurde.

MFG.

Dear Oliver

I would kindly ask you to contact live support, they will lead you through

Thanks in advance!

Best regards,

Alexander

Thank you Alexander for the reply. Oliver, please keep me updated.

I'll try it now, I'll let you know if everything went well.

Ich werde es jetzt versuchen ich informiere Sie dann ob alles geklappt hat.

Dear Oliver,

Can you kindly confirm the withdrawal was successful, as to our records on 21.09.2020 08:17:09 (UTC) you received the winnings.

Warm regards,

Alexander

Everything worked out, thank you.

Hat alles geklappt danke.

Thank you Alexander for your help.

Dear Oliver,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter