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

I am verified and should be able to withdraw, but my withdrawal has now been declined 4 times. In the chat they say I have to wait for the verification confirmation by email but it just doesn't arrive and I don't get any help from chat and my hope is slowly fading ..

Ich bin Verifiziert und sollte auszahlen können doch meine Auszahlung wurde jetzt 4 mal abgelehnt. Im Chat sagt man dauerhaft ich müsse auf die Verifizierungsbestätigung per email warten doch diese kommt einfach nicht an und bekomme keine Hilfe von Chat und meine Hoffnung verfliegt langsam..

Dear Kretschmar24,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently. It can take a few days to review all your documents.

Could you please indicate, which documents you have already provided? When exactly did you submit the last document?

Additionally, 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. Thank you in advance for your reply.

Best regards,

Kristina

I sent in both sides of my ID card, including a photo of myself with my ID card.

I sent a screenshot of my account statement as proof of address, I had to send in a photo of my bank card and send an account statement that confirms the transfer of my deposit from my account to the casino.

I did this about 3-4 days ago

Ich habe meinen Personalausweis von beiden Seiten und einschließlich ein Foto von mir mit meinem Personalausweis eingesendet.

einen Screenshot von meinem Kontoauszug als adressnachweis gesendet, ein Foto von meiner bankkarte musste ich einsenden und einen Kontoauszug der den überweis von meiner Einzahlung von meinem Konto auf das Casino belegt einsenden.

dies hab ich vor etwa 3-4 Tagen getan

Kretschmar24, thank you very much for your quick reply. Since you submited last documents only a few days ago, I would recommend you waiting for a few more days (let's say 7). It can take some time to check every detail.

In the meantime, please keep us updated, and let us know if there is anything new. If there is no development within this week, we will intervene. Thank you for your patience and understanding.

The chat told me that there would be delays due to an email change.

I could not confirm my email address at first and asked for an email change, but then suddenly I was able to confirm it and like the support to cancel my change 2 times.

this was simply disregarded and ignored, now I've been waiting in the chat for an hour for an answer from the support staff.

he has not answered anything for a full hour.

it only says that my request is being processed and that I shouldn't close the chat, but waiting an hour in the chat without an answer is not possible

Der Chat sagte mir das es aufgrund einer email Änderung zu Verzögerungen kommt.

ich konnte meine Mail Adresse zuerst nicht bestätigen und bat um eine email Änderung , doch dann konnte ich sie plötzlich doch bestätigen und wie’s den Support darauf 2 mal hin meine Änderung abzubrechen.

dies wurde einfach missachtet und nicht zur Kenntnis genommen , nun warte ich seit einer Stunde im Chat auf eine Antwort vom Support Mitarbeiter.

er antwortet auf nichts mehr seit einer geschlagenen Stunde.

es steht nur das mein Anliegen bearbeitet wird und ich den Chat nicht schließen solle , doch eine Stunde im Chat ohne Antwort zu warten geht garnicht

My message is at the top

Meine Nachricht steht oben

Dear Kretschmar24,

Is there anything new regarding this case? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player stopped responding to the complaint. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.