Vulkan Vegas Casino - Výběr hráče byl zpožděn.

Dear Sirs and Madames,

I submitted all of my KYC data to the aforementioned casino and I wanted to withdraw my winnings.

Nobody reports to the casino and my withdrawal is not processed.

I ask for your help.

With best regards

Adrian F ***

Sehr geehrte Damen und Herren,

ich habe meine kompletten Daten zur KYC beim o.g Casino eingereicht und mein Gewinn wollte ich auszahlen lassen.

es meldet sich niemand beim Casino und meine Auszahlung wird nicht bearbeitet.

ich bitte um ihre Hilfe.

Mit freundlichen Grüßen

adrian F***

Additional comments from the player:

"I have uploaded all of my documents for the KYC exam in the casino and nothing happens, I cannot pay out the € 30,000 in my balance.

I ask for help."

Dear Adrian,

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 advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the 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

Dear Adrian

Please let us know if your complaint is actual, I see the successful withdrawals on April 20.

Kind regards

Dear Adrian,

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 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.