Vulkan Vegas Casino - El retiro del jugador se ha retrasado.

I made a deposit of 300 and playing I got S / 643 I have tried to withdraw it in all forms and their methods of withdrawals with a bank card do not allow me, I get a message that I try with another card I do the same with another card and I get the same information. Please I need all your support for this problem, I already attached all the documents in the verification kyc even so I cannot make any type of withdrawal.

Realice un deposito de 300 y jugando obtuvo S/643 he tratado de retirarlo en todas las formas y sus métodos de retiros con tarjeta bancaria no me permite, me aparece un mensaje que intente con otra tarjeta hago lo mismo con otra tarjeta y me aparece la misma información. Por favor necesito todo su apoyo para este problema, ya adjunte todos los documentos en el kyc de verificación aún así no puedo realizar ningún tipo de retiro.

Dear Eliana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too. Banks in some countries refuse to receive players’ funds from gambling establishments. Unfortunately, casinos are powerless in this.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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

I have sent all the documents requested in verification kyc, but to date I have not received a response, in their policy they mention that the withdrawal is within 12 hours, however I do not see the cash. I do not understand why they take so long to respond, I sent emails and their terms and conditions indicate that there is a staff working 24/7

Yo he enviado todos los documentos que solicitaron en kyc de verificación, pero hasta la fecha no he recibido respuesta, en su política mencionan que el retiro es en un plazo de 12 horas sin embargo no veo el efectivo. No entiendo porque tanto se demoran en responder, envié correos y en sus términos y condiciones indican que hay un personal trabajando 24/7

Thank you very much, Elia, for your reply. Could you please advise how many days ago you have submitted all the required personal documents needed for the account verification?

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. 

Good morning Petronela I attached the documents 3 days ago, and to date I do not understand why my real balance appears at 00.00 please your support for this problem

Buen día Petronela los documentos los adjunte hace 3 días, y hasta la fecha no entiendo porque en mi saldo real aparece en 00.00 por favor su apoyo para este problema

Thank you very much, Elia, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Ok thanks Peteonela I am waiting for the support of her partner

Ok gracias Peteonela quedo a la espera del apoyo de su compañero

Dear Elia

In order to complete the KYC check, please kindly provide the ID card of yours. You've been requested by email re this.

Kind regards

Ok it's fine, I'm going to send my identification document (DNI) to the mail

Ok esta bien, voy a enviar mi documento de identificación (DNI) al correo

Hi Elia,

I looked at your case and understand the situation. Let's see if your ID card will be approved, let me know.

Hello, how are you? They tell me to send you a photo or a copy of my passport, and the truth is that I do not have that document at hand. I have my identity document which I sent them, however to date they do not give me any solution !!!!

Hola que tal, me indican que les envie foto o copia de mi pasaporte, y la verdad ese documento no lo tengo a la mano. Yo dispongo de mi documento de identidad el cual les envié, sin embargo hasta la fecha no me dan ninguna solución!!!!

Hi, but do you own a passport? If so, I'm afraid, you will have to provide it to the casino.

Dear Elia,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Good morning peter

Actually I do not have those papers, I do not have a passport, I only have the identification document that is the ID that I provide as a photo

Buen día Peter

En realidad yo no cuento con esos papeles, no cuento con pasaporte, solo cuento con el documento de identificación que es el DNI que proporcione como foto

I need a quick solution, more than a week has passed and I do not see any response from my money

Necesito una pronta solución, ya ha pasado mas de una semana y no veo ninguna respuesta de mi dinero

Thank you Elia for your replies.

Dear Vulkan Vegas Casino,

What is the current status of the player's verification?

Hello,

The ID card was not provided by the player in order to complete KYC, also there zero on the player's balance.

Kind regards

Thank you Vulkan Vegas team for your reply.

Dear Elia,

I'm afraid you will have to provide a screenshot of your ID to the casino to finish the verification process.

Dear Elia,

Have you provided the screenshot of your ID to the casino? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.