Vulkan Vegas Casino - El jugador está luchando para completar la verificación de la cuenta.

I have tried to withdraw through three requests and they have asked me for a photo of my credit card and bank, passport and identity but they keep rejecting me

He tratado de retirar mediante res solicitudes y me han pedido foto de mi tarjeta de crédito y banco, pasaporte e identidad pero me siguen rechazando

Dear Victor527,

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 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

Thank you very much, Victor527, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Victor527,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Dear Victor527

I am being informed that VulkanVegas support has just sent you another e-mail with the request of the missing documents. Should you provide them - the withdrawal will be approved in no time 🙂

Have a nice day and congrats on your win!

Best regards

Hello they tell me that it is approved and the payment must be made by ASTROPLAY, I am on hold and how do I receive the money?

Hola me dicen que esta aprobado y el pago debe realizarlo ASTROPLAY, estoy en espera y como recibo el dinero?

Waiting for astropay to make the payment or how do I make the request in astropay?

En espera de astropay realice el pago o como realizo la solicitud en astropay??

Dear Victor527

According to our records the winnings amounting 600 USD were successfully withdrawn. Can you please confirm the money was received?

Kind regards

Hello, I have not received the money yet

Thank you

Hola no aún no he recibido el dinero

GraciaS

Dear Victor527,

please, wait at least 7 days and if you'll not receive your money we'll investigate further.

Dear Victor527,

did you receive your winnings, please?

Dear Victor527,

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.

I already withdraw 300 dollars I am processing the other 300 I will be informing you

Ya retire 300 dólares estoy tramitando los otros 300 les estaré informando

Dear Victor527

Can you kindly clarify what " I am processing the other 300" means?

Because according to our records, all two withdrawal requests (amounting 600$) have been successfully processed, and the money was delivered to your Astropay account.

Thank you in advance!

Kind regards

Hello, I leave a clarification of 300 dollars in my bank account, another 300 in my astropay account

Thanks for the management

Hola dejo aclaración 300 dólares en mi cuenta del banco otros 300 en mi cuenta de astropay

Gracias por la gestion

Dear Victor527,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru