Vulkan Vegas Casino - El jugador tiene dificultades para completar la verificación.

On September 18th I opened an account at Vulkan Vegas and paid 10, - directly into this account.

According to the account opening process, I should receive an email afterwards with which I can verify my account.

However, I did not receive this email (even after repeated requests via the homepage).

Since I could not confirm my email address, the payout of my credit of 310, - is not possible. I tried to communicate this via email and chat. How can I verify my account?

But nobody could help me because there is no German employee in the chat who can help me. I've used all means and now don't know what to do next.

Am 18. September habe ich bei Vulkan Vegas ein Konto eröffnet und habe direkt 10,- auf dieses Konto einbezahlt.

Ich sollte laut Kontoeröffnungsprozess im Nachgang eine Email erhalten, mit der ich mein Konto verifizieren kann.

Diese Email habe ich jedoch (auch auf mehrmalige Anforderung über die Homepage) nicht erhalten.

Da ich somit meine Emailadresse nicht bestätigen konnte , ist auch die Auszahlung meines Guthabens in Höhe von 310,- nicht möglich. Dies habe ich versucht per Email und durch den Chat mitzuteilen. Wie ich denn mein Konto verifizieren kann.

Aber keiner konnte mir weiterhelfen da auch im Chat keine Deutsche Mitarbeiterin vorhanden ist die mir helfen kann. Ich habe alle Mittel genutzt und weiß auch nun nicht mehr weiter.

Dear Khadija,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process?

Lastly, could you please advise which email address you have used to register your casino account? We received your email from a different email address from the one which has been used to file this complaint.

I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Clear. Thank you for taking the time and helping me. Which documents are needed? I don't know what kind of documents are meant.

best regards

Khadija

Klar. Danke das sie sich die Zeit nehmen und mir helfen. Welche Dokumente werden denn benötigt? Ich weiß nämlich nicht was für Dokumente gemeint sind.

freundliche Grüße

Khadija

Hello,

I have opened an account and inside my profile (after verifying my email address) I was able to commence the KYC verification.

However, you need to verify your email address first to be able to access your casino account. Could you please specify which email address you have used when registering with Vulkan Vegas Casino?

Thank you in advance. 

Dear Khadija,

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.