Vulkan Vegas Casino - Hráč kritizuje zdlouhavý proces ověřování.

So I've been waiting for almost 2 days for my account to be debited at every other casino, it'll be done in a few hours and the days it takes for that is incomprehensible to me because I've already uploaded all of the documents

Also ich warte schon seit fast 2 tagen darauf das die mein konto ferkfizieren beijedem anderen casino geht das in ein paar stunde und die brauchen Tage dafür das ist mir unbegreiflich zumAl ich die unterlagen alle schon hoch geladen habe

Additional comments from the player:

"I've been waiting for days for you to verify my account. All the documents have been submitted, but my account is not verified"

Dear Breidie,

Thank you very much for submitting your complaint. 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 I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

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

Best regards,

Petronela 

Yes, but then you can just as well do video telephony and then hold your ID and everything next to you or is not a problem and I was just told that it takes so long because you do everything yourself

Or you could ask for the same when registering that if you are playing, they process it immediately or, as with any other casino, only 2 days

Ja aber da kann Mann doch genau so gut Videotelefonie machen und dann Ausweis und alles neben sich halten oder ist doch auch kein Problem und mir wurde nur gesagt das es so lange dauert weil sie das alles selbst machen

Bzw könnten sie ja auch das gleich bei der Anmeldung verlangen daß wenn Mann am Spielen ist die das gleich bearbeiten oder wie bei jeden anderen Casino bloß 2 Tage

Dear Breidie

The delay of verification is caused by you having multiple accounts at VulkanVegas.

I am sorry to inform you, but all your accounts are now blocked.

Your account weis***d3@gmail.com may be unlocked after the winnings forfeit. All the deposits will remain on the balance.

One of your duplicating accounts is wei***vd2@gmail.com

(Same personal data, device, IP, bonuses)

Kind regards,

Alexander

That means now that I can not make a payout and my entire balance is at 0 and I have not opened a 2nd account if it was someone else on my name

Das heist jetzt was das ich keine auszahlung tätigen kann und mein gesamtes guthaben auf 0 ist und ich habe kein 2tes konto eröfnet wenn dann war es jemand anderes auf meinem namen

And that means how long is my account blocked now?

Und das heist wie lange ist mein konto jetzt gespert?

Thank you very much, Alexander from Vulkan Vegas Casino, for your prompt reply and explanation.

Dear Breidie,

We will ask the casino for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours? Thank you in advance for your reply.

Yes, my friend signed up on my phone and yes and the children also had my phone in their hands from time to time when I am not looking and my girlfriend is not interested in the children playing around with it and we all use it (my girlfriend and i) the same laptop.

Ja meine freundin hat sich über mein telefon angemeldet und ja und de kinder hatten auch mein telefon ab und zu in der hand wenn ich mal nicht hin schaue und meine freundin interesiert es nicht wenn die kinder daran rum spielen und wir benutzen alle (meine freundin und ich) den selben laptop.

Do I understand correctly that your friend has opened an account from your phone?

And

Ja

Yes i meant

Ja meinte ich

As the Casino representative has written earlier: "Your account weis***d3@gmail.com may be unlocked after the winnings forfeit. All the deposits will remain on the balance."

Would you accept it? I don't see another solution since you have admitted that your friend has opened an account from your phone which is strictly forbidden.

So would that mean what I paid in that I get back? And only then is the profit gone? Yes would be ok

Also würde das heißen das das was ich eingezahlt habe das ich das wieder bekomme ? Und bloß der Gewinn dann weg ist? Ja währe ok

Thank you very much, Breidie, for your reply. I will now transfer your complaint to my colleague Peter 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 how long will my account at Vulkanvegas be blocked? And I get the € 10 deposit back

Hallo wie lange wird mein Konto bei Vulkanvegas noch gesperrt sein ? U d bekomme ich die 10€ einzahlung wieder

Hi Breidie,

I looked at your case and understand the situation. I will contact the casino and see if the account can be now reopened.

Dear player,

Your account is now unlocked. The amount of 40 euros remain on your balance. You may withdraw them or continue playing.

Kind regards

Thank you Vulkan Vegas Casino team for your reply.

Dear Breidie,

Please confirm that your account is active and your balance is €40.

confirm

bestätige

confirm

bestätige

Hi Breidie,

Thank you. 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