Vulkan Vegas Casino - Hráč se snaží dokončit ověření účtu.

I tried to make a withdrawal, uploaded the documents required for kyc then received an requesting a photo of a mastercard that that had been used previously but had not been used for some time, and was not used to make the deposit with which the winnings came from, i supplied images of this card for kyc and have since been unable to log in to the account

Dear Mebetwt,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the photo of your card? Has the casino approved the rest of your documents?

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

Hello all,

We can see what the possible issue is.

Dear Mebetwt

Can you kindly let us know, who does the card 524651******1229 belong to?

Since, according to T&Cs:

"8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."

Thank you in advance!

The card in question 524651******1229 is indeed a family members which was used some time ago to make I think $15 deposit while I was awaiting a replacement card, since then I had made multiple deposits and I think one or two with my new card the last deposit of $100 which was made with my new card and were the funds I had a won with. It was only after I had sent through the requested kyc documents did they then ask for a picture of that card, I originally thought they meant the card i had cancelled after realizing I provided what they requested and finally got through to live chat to inform them as per their instructions after doing so without any correspondence or warning they locked my account. I get the necessity of the kyc but it should be used in conjunction with some common sense imean I had to take enough selfies with the documents they requested .

Hello everyone,

Thank you Vulkan Vegas Casino for taking your time to investigate the issue.

Mebetwt, do I understand correctly that you have made only one deposit with someone else's payment method? Did you discuss this option with the casino prior to making this deposit?

I hadn't discussed it with the casino, it was some time ago and from memory there were two, I didn't receive a bonus with the first deposit and the live chat said I needed to make another to qualify, so I guess I did discuss it

Thank you very much Mebetwt for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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 Mebetwt,

I have looked at your case and understand the situation. I will see if I can help.

Dear Vulkan Vegas Casino,

Is there a way to get the issue resolved? Were the winnings accumulated with the third-party deposit or was it a combination of funds?

Hello,

The last deposit was made via 428418******7446 card.

According to our records, this card does not belong to a player.

Dear Mebetwt, can you please confirm?

Kind regards

The card 428418******7446 does indeed belong to myself, is the perhaps that the cardholder name is W*****m T*******i? This was a mutual agreement with my bank & quite frankly nearly all businesses or government agencies I have dealings with agree with the exception of Internal Affairs, and thats why my passport displays first, middle, and surname as apposed to just my middle and surname. I can provide any necessary confirmation of this from ny bank. Hope this helps.

Hello, Mebetwt

Yes, please, kindly provide the documents and it will resolve the issue

Kind regards

I have only just seen this reply I will aquire an official bank letter today and email to you.

Thanks

Hi Mebetwt,

Please keep me updated.

Sent bank letter verifying my card ownership on Wednesday but have had no response since

Dear Mebetwt

Within the "document" provided via e-mail, there is only a correspondence between your bank (most likely) and yourself. There is no stamp, no verification code, no signature to support the evidence of card ownership. Basically, any person can do such a "document" in 2-3 mins.

Kind regards

Went into the bank this morning to get a document thatbis stamped and signed by a staff member hope this satisfies your needs?

Hello Mebetwt

We are happy to inform that your account is now fully verified.

Kind regards

Thank you Vulkan Vegas Casino team for your reply.

Dear Mebetwt,

Can you confirm that your account is now verified?

Yes I can confirm my account is now verified, thank you very much for all your help it is much appreciated.

Thank you Mebetwt for the update. 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