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

I've been waiting for a payout and approval from KYC for about 2 weeks.

All required documents have been uploaded to my profile and have already been accepted!!

The casino only comforts me, I can't understand why that is and I'm worried.

Please support

Many thanks in advance

Ich warte seit ca 2 Wochen auf eine Auszahlung als auch Genehmigung von KYC.

Alle benötigten Dokumente sind in meinem Profil hochgeladen und auch bereits akzeptiert!!

Das Casino vertröstet nur, ich kann nicht nachvollziehen woran das liegt und mache mir Sorgen.

Bitte um Unterstützung

vielen Dank im Vorraus

Dear AJCooper,

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.

Do I understand correctly that you have not received confirmation regarding successful verification yet? Could you please advise which documents have you already provided? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I can understand that KYC takes some time, but there is a clear delay here due to the OPEN PAYMENT and you don't get any further information about the status!

I have uploaded the following documents:

• ID
• Selfie with ID
• means of payment
• Selfie with means of payment
• proof of address
• Proof of source of income

These required documents were made available in good quality as quickly as possible.

And are already accepted in my Vulkanvegas profile but I have NOT received ANY CONFIRMATION and the KYC status in my profile is UNVERIFIED!

Ich kann nachvollziehen das KYC etwas Zeit in Anspruch nimmt jedoch wird hier sichtlich verzögert auf Grund der OFFENEN AUSZAHLUNG und man erhält keine weiteren Informationen über den Status!

Folgende Dokumente habe ich hochgeladen:

• Ausweis
• Selfie mit Ausweis
• Zahlungsmittel
• Selfie mit Zahlungsmittel
• Adressnachweis
• Nachweis Einkommensquelle

Diese benötigten Unterlagen wurden so schnell wie möglich in guter Qualität zur Verfügung gestellt.

Und sind bereits in meinem Profil von Vulkanvegas akzeptiert jedoch habe ich KEINE BESTÄTIGUNG erhalten und der KYC-Status in meinem Profil ist UNGEPRÜFT!

Thank you very much for your reply, AJCooper. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear player,

According to our records, the money was fully paid out at 20.11.2022 01:42:25 (UTC)

Can you kindly confirm?

Best regards

Dear AJCooper,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.