Vulkan Vegas Casino - Proces ověření hráče je zpožděn.

Its taking over two weeks for verify my account Im either contacting my bank to get my money back or they verify me when I said to support that im gonna contact to my bank they get rude to me and trying all the way for me to not contact me with the bank. My documents was uploaded on august 28.

Dear meduutee123,

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 take 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?

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

No they just send me emails that I need to do my verification with documents that already are approved

Thank you very much, meduutee123, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.  

Hello, meduutee123!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They accepted my kyc verification but they told that my account is blocked when I asked reason support said its administration desition I don’t understand why they said when I will transfer my money they block my account

Dear meduutee123

The account is verified, the 10 eur is on the account.

But the player cannot play at Vulkanvegas due to the chargeback threat, which is strictly prohibited by T&Cs.

We are kindly asking to request the withdrawal

Kind regards

Dear meduutee123,

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.

Hello,

The money was successfully withdrawn, the account is now blocked.

Kind regards

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.