Vulkan Vegas Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I have been communicating for a week to be able to make the withdrawal, I spoke with customer service, I sent emails to customer service, I have my account verified, they sent me an email telling me to create a Neteller account and I sent a screenshot with my login where my name and surname appear, the chats are not consistent, they give me information to complete my verification little by little, I want to withdraw my money urgently

Hace una semana q vengo comunicandome para poder hacer el retiro hablé con atención al cliente mandé correos a atención tengo mí cuenta verificada me han mandado un correo diciéndome q cree una cuenta en Neteller y envié una captura con mí login dnd figura mí nombre y apellido, los chats no poseen coherencia ,me van dando información para completar mí verificación de a poco , quiero retirar mí dinero urgente

Dear diegopernicce,

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? Could you please advise if your winnings were accumulated with or without an active bonus, please?

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

It's all a lie once you can withdraw the money

In neteller they make you another verification while you are in that process they send you an email saying that your account is permanently interrupted, that is, you cannot enter

When claiming they tell you that they have collected all your money $10408 (in my case) in management fees

Surely they will tell me that Neteller is not you and blah blah

Es todo una mentira una vez q podés retirar el dinero

En neteller te hacen otra verificación mientras estás en ese proceso te mandan un correo diciendo q tu cuenta está interrumpida permanentemente, o sea q no podés entrar

Al reclamar te dicen q han cobrado todo tu dinero $10408 ( en mi caso) en gastos de gestión

Seguramente me van a decir q Neteller no son ustedes y bla bla

I have a lot of anger, not because of the money that has been stolen from me, but because of the amount of time I have wasted talking to the telephone assistants, sending emails, so that later they can take the money from me.

Tengo muchísima bronca no x el dinero q me lo han robado sino por la cantidad de tiempo q he perdido hablando con los asistentes telefónicos mandando correos todo para q después me saquen el dinero

At the time I was in the process of validating my account to be able to extract my funds (photos of my ID and facial verification) they blocked my account, DSP sent me an email telling me that they had used my funds for management expenses $10408, never They gave me reasons why they did not accept my verification, they prohibited me from entering my account without giving me any reason. This is really a scam, when they tell me the reasons in the mail according to the terms that I accept as a user, they talk about validation and mark certain items (I attach photos)

I comply with everything requested to verify and they still block me and then steal my funds

I demand an urgent response

En el momento en q estaba en proceso de validación de mí cta para poder extraer mis fondos (fotos de mí dni y verificación facial) me bloquearon la cuenta , dsp me mandan un correo diciéndome q habían usado mis fondos para gastos de gestión $10408 , nunca me dieron motivos porq no me aceptaron mí verificación, me prohibieron el ingreso a mí cuenta sin darme motivo alguno. Esto es realmente una estafa , cuando me dicen los motivos en el correo según los términos q yo acepto cómo usuario , hablan de la validación y marcan ciertos ítems(adjunto fotos)

Cumplo con todo lo solicitado para verificar e igual me bloquean y luego sustraen mis fondos

Exijo una respuesta urgente

Y?

Y?

I'm sorry to hear about the escalated problem. However, please understand that we do not deal with issues related to payment providers. I'm afraid we won't be able to assist you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Clearly in the first comment I say they were not going to take charge, why do they put neteler as an option for payment if it doesn't work?

How do I claim my money?

Claramente en el primer comentario lo digo no se iban a hacer cargo , para q ponen a neteler como opción para el pago si no funciona ?

Cómo hago para reclamar mi dinero

Hello all,

We'd like to confirm, that from the casino side the withdrawal transaction was successfully completed

12.10.2022 22:28:06 (UTC)

Kind regards

Dear diegopernicce,

Please understand that the casino has nothing to do with Neteller's decision to block your account. The only thing that we can recommend to you is to contact the payment provider directly and try to resolve the issue with them.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear diegopernicce,

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.

And because Neteller closes my account without telling me the reason because they work with a payment provider that doesn't work

Y xq Neteller me cierra la cuenta sin avisarme el.motivo xq trabajan con un proveedor de pagos q no funciona

As I mentioned earlier, we can't help you with issues related to your payment provider. One last thing I can do is to try to check with the casino if, by any chance, the money wasn't returned back to them.

Dear Vulkan Vegas Casino team,

Could you please check if the transaction wasn't returned?

Hello, Petronela

We received a firm confirmation from the billing dept. that the transaction was successful and was not returned.

Also, our back-office logs state the same:

Kind regards

I wish I could be of more help. Sadly, we can't help you any further with this case and my only recommendation would be to contact the payment provider directly.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.