FS Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello

I wanted to withdraw my funds and therefore had to verify my account at Vulcan, but this prossess has been much more troublesome than I anticipated.

I started the verification on the 4th of July and it still is not finished. I have uploaded all the necessary documentation and talked with Vulkan on the chat multiple times, but I only get responses that they will look into it. I still don't understand what specific documentation is missing.

Dear antanaskh,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan.bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that due to the cards you used being virtual, you were asked to submit a bank statement of your bank account?
• Did you upload information regarding which bank cards are associated with your bank account?
• Did you achieve your winnings with the help of a bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

I deposited funds with three methods:

• A standard bank card
• A virtual Revolut card
• USDT I bought on Revolut

Yes, I was asked to submit the bank statement because one of the cards is virtual. I uploaded screenshots from Revolut of the virtual card, bank statements from Revolut and the pictures of the card from my other bank. No, I did not use any bonus.

I think the problem might have been with the documents for the usdt_erc20 transaction. I payed for this transaction on the 27.06.24 , but it was only processed and registered by Vulkan on the 03.07.24. So there was a small difference in the currency by that time and hence the final amount as well.

Thank you very much, antanaskh, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear antanaskh,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Vulkan.bet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Vulkan.bet Casino,

Could you please provide detailed information regarding this case, including the reasons for the delay in the player's withdrawal? Additionally, can you explain the issues encountered during the player's verification process?

Thank you in advance for your response!

Best Regards,

Kubo

Good afternoon,

The withdrawal will become available after the account verification process is completed.

On September 9, an email was sent to the address specified in the account profile with a list of information required for successful verification.

The information provided in this chat regarding the USDT transaction has been noted, and the documents previously submitted are sufficient, so the section concerning USDT can be disregarded.

However, it is still necessary to provide the documents related to the standard and virtual cards as outlined in the email.

Please upload these documents to your profile on the VulkanBet website.

Thank you in advance.

Hello

I have uploaded the documents for the standard and virtual cards now for the transactions in June. I uploaded the transaction history for both cards and a confirmation from the DNB bank website for the DNB physical card.

The standard card from DNB was stolen from me in august, so I don't have it anymore. So it is not possible to upload a picture with me in it.

Is the documentation uploaded sufficient for the verification?

Hey again

Vulkan has verified my account now. Thank you for the help.

Good afternoon, antanaskh,

Thank you for providing the documents. The documents submitted are sufficient, and your account verification has been successfully completed.

You now just need to wait for the payout, which will be processed in the coming days.

Thank you!

Hello antanaskh,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

I apologize for the inconvenience and the delay in my response. According to last posts in the thread, the player’s documents have been successfully verified, and the payout is currently being processed.

Dear antanaskh,

Could you please confirm whether you have received your funds?

Thank you!

Hello

Yes, I have received the funds. Thank you for the help.

Dear antanaskh,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo