Vulkan Vegas Casino - La retirada del jugador se ha retrasado.

I have fulfilled all the KYC requirements, yet for over 3 weeks they have repeatedly requested pictures with my ID or driver's license, and now they have blocked my withdrawal and want a photo with my ID and bank account with ID in the background.

And of course, that won't work again.

This is a delaying tactic so that you lose everything, and that's it.

And that's what it says in all the forums.

Ich habe alles erfüllt beim KYC und trotzdem fordern die seit über 3 Wochen immer wieder Bilder mit Ausweis oder Führerschein und jetzt haben die meine Auszahlung gesperrt und wollen foto mit Ausweis und Konto mit id im Hintergrund.

Und natürlich wird das wieder nicht funktionieren.

Das ist eine hinhalte Taktik das man alles verspielt und fertig.

Und so steht es in allen Foren.

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Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. Please forward me the documents you most recently sent to the casino for verification, along with all the communication between you and customer support regarding the verification of your account at veronika.f@casino.guru.

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Dear Harry007

Have you received your winnings yet?

Thank you!

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Harry007,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika