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Vulkan Vegas refuses the necessary documents for the KYC verification. So I can't claim my money. I have already pointed this out to support 3 times, but it does not help (always only copy-paste answers/mails). I'm honestly desperate because I've already paid in.

Vulkan Vegas lehnt die notwendigen Dokumente für die KYC-Überprüfung ab. Ich kann somit mein Geld nicht in Anspruch nehmen. Ich habe den Support bereits 3x darauf hingewiesen, dieser hilft aber nicht (immer nur Copy-Paste Antworten/Mails). Bin ehrlich verzweifelt da ich ja bereits eingezahlt habe.

Dear Kokolade822,

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.

Could you explain which documents you provided and which documents were rejected? When did you submit the last documents? Were you asked to resubmit any documents? What feedback exactly did you receive from the casino?

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,

Tomas

Hello,

I have submitted all the necessary documents! Only the account statement, which is required, is simply not recognized.

The support does NOT help me AT ALL! They are now sending me an automatic email for the 3rd time and are not addressing my problem. It's about 10000 euros, originally I only wanted to pay out a part but now I'm afraid that they won't give me a cent. I am asking you for help. I want to be put in touch with support (a real human). Many Thanks!!

Hallo,

Ich habe alle notwendigen Unterlagen eingereicht! Nur der Kontoauszug, welcher benötigt wird wird einfach nicht annerkannt.

Der Support hilft mir ÜBERHAUPT NICHT! Die schicken jetzt zum 3.mal eine automatische Mail an mich und gehen nicht auf mein Problem ein. Es handelt sich um 10000 euro, ursprünglich wollte ich nur einen teil auszahlen lassen aber, nun habe ich Angst, dass die mir keinen Cent geben. Ich bitte euch um Hilfe. Ich will mit dem Support (einem echten Menschen) in Kontakt gebracht werden. Vielen Dank!!

Dear Kokolade822

The KYC check is not yet completed.

Please kindly refer to the e-mail with the instructions, that was just sent.

Kind regards

As of now, all documents have been approved but one of the documents (selfie with perso in hand) has been requested again (although it has already been uploaded and approved). I'm waiting again now. Hopefully the "experts" will accept everything this time. I will keep you up to date

Stand jetzt wurden alle Dokumente genehmigt aber eines der Dokumente(Selfie mit perso in der hand) wurde nochmals angefordert (obwohl es bereits hochgeladen und genehmigt wurde). Ich warte jetzt nochmal. Hoffentlich akzaptieren die "Experten" dieses mal alles. Ich halte euch auf dem laufenden

updated:

All documents submitted and confirmed but no verification done. ALL the documents are now available, no one can tell me I forgot anything. Support please finally verify the profile.

Update:

Alle Dokumente eingereicht und bestätigt aber keine Verifizierung erfolgt. ALLE Dokumente liegen nun vor, keiner kann mir sagen ich hätte irgend etwas vergessen. Support bitte verifiziert endlich das Profil.

Hello,

The payout was completed 03.02.2023 16:25:25 (UTC)

Kind regards

Thanks for your assistance in the matter, Vulkan Vegas Casino.

Dear Kokolade822,

Please confirm you received your withdrawal or if you need any additional assistance. I'll look forward to your reply.

Dear Kokolade822,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.