Vulkan Vegas Casino - Hráč se snaží dokončit ověření účtu.

Hello,

All my documents have already been sent, they are all approved and even so my account has not been verified, I have already contacted the chat, email and they do not solve my problem, and with that I cannot make withdrawals.

Olá,

Já foi enviado todos meus documentos, estão todos aprovado e mesmo assim minha conta não foi verificada, já entrei em contato com o chat, email e não solucionam meu problema, e com isso não consigo realizar saques.

Dear janainacosta,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

I've been trying to verify the account for 4 days and nothing, and with that my withdrawals are being rejected due to lack of documentation, and all documents appear as approved.

Já tem 4 dias que estou tentando a verificação da conta e nada, e com isso meus saques estão sendo rejeitados por falta de documentação, sendo que todos documentos constam como aprovados.

Hello janainacosta,

Have there been any developments since our last conversation, please? As I described earlier, the KYC account verification may take a few working days, therefore I'm contacting you for any updates before contacting the casino directly.

Dear janainacosta,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.