Vulkan Vegas Casino - 추가 확인으로 인해 플레이어 출금 요청이 지연되었습니다.

Hello. I've been playing at Vulkan Vegas for almost 2 years. I've been verified right from the start. My smaller winnings up to approximately €350 were ALWAYS paid out in real time, meaning within seconds. Now, for the first time, I've won €3000 and they're asking for an additional photo of my source of wealth, which they refer to on the site as "source of riches". I uploaded it immediately but nothing more is happening. I'm starting to get a little worried because you sometimes read not-so-good things about the casino. I always had great experiences with Vulkanvegas, it just strikes me as odd that after all this time, they still need more documents. Thank you in advance. Regards, Nico

Hallo. Ich spiele schon fast 2 Jahre bei Vulkan Vegas. Verifiziert bin ich auch schon von Anfang an. Meine kleineren gewinnen bis ca 350€ wurden IMMER per Echtzeit ausgezahlt sprich in wenigen Sekunden. Jetzt habe ich das erste mal 3000€ gewonnen und nun wird zusätzlich von mir ein Foto verlangt von meiner vermögensquelle, Quelle des Reichtums heißt das dort auf der Seite. Habe ich auch sofort hochgeladen aber es passiert nichts mehr. Ich habe langsam ein wenig sorgen denn man liest teilweise nichts gutes über das Casino. Ich hatte immer super Erfahrungen mit Vulkanvegas, mich macht es stutzig das jetzt nach so langer Zeit noch weitere Dokumente benötigt werden. Vielen Dank im Voraus. Lg Nico

Dear Hellakson23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise when exactly you provided this document? Have you provided it in the correct format? Has the casino requested any other 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, thank you for the message. I sent the documents directly this morning when requested. (11/2/2023). The format of the image is the same as all the others before it, these were approved in the same way, only with the last request it no longer works. Kind regards, Nico

Hallo danke für die Nachricht. Die Dokumente habe ich heute morgen nach Aufforderung direkt hin geschickt. (02.11.2023). Das Format des Bildes ist das gleiche wie alle anderen davor, diese wurden so auch genehmigt, nur bei der letzten Anforderung geht es nicht mehr weiter. MfG Nico

Thank you for your reply, Hellakson23. 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. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you wait at least one more week so that the casino has enough time to review your documents. I will leave this complaint open and if there is no development by the end of next week, please, let us know and we will intervene. Thank you for your understanding and patience.

Dear Hellakson23,

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. I am now completely verified. However, I'm still missing €400. The remaining money was always sent to me in €400 amounts. The last €400 is listed in my profile as a completed transfer. However, nothing has arrived on my account to date. It was edited for the first time on November 4th.

Hallo. Verifiziert bin ich mittlerweile komplett. Jedoch fehlen mir jetzt noch 400€. Mir wurde das restliche Geld immer in 400€ Beträgen gesendet. Die letzten 400€ stehen als erfolgter Überweisung in meinem Profil. Auf meinem Konto ist jedoch bis heute nichts angekommen. Bearbeitet wurde es am 04.11 das erste mal.

Dear Hellakson23

Please kindly let us know if the withdrawal reached your bank account.

Thank you for cooperation!

Best regards

Hello no, unfortunately she still isn't. The last €400 is still missing. Best regards

Hallo nein ist sie leider immer noch nicht. Es fehlen weiterhin die letzten 400€. Beste Grüße

To date, no payment has been received for the last €400. I'm starting to get really annoyed

Auch bis heute kein zahlungseingang der letzten 400€. Langsam bin ich echt verärgert

Hello. 10 days have now passed and I'm still waiting for the remaining €400!!! I will be filing a complaint with the licensor today. Furthermore, I will rate the VulkanVegas site poorly on all pages. I'm starting to run out of patience.

Hallo. Mittlerweile sind 10 Tage vergangen und ich warte immer noch auf die restlichen 400€!!! Ich werde heute eine Beschwerde beim Lizenzgeber einreichen. Desweiteren werde ich die Seite VulkanVegas auf sämtlichen Seiten schlecht bewerten. Ich habe langsam keine Geduld mehr.

Hello Hellakson23

Sorry about the situation

Can name the disputed transaction ID?

Thank you!

Dear Hellakson23

We see that you did not report this to our support.

Please kindly do so, provide all the requested information, and they will initiate the investigations along with the PSP and the bank.

Thank you for your cooperation!

Dear Hellakson23,

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, 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.