Vulkan Vegas Casino - Spelaren kämpar för att slutföra kontoverifiering.

Dear Sir or Madam, I have been a customer since April 29, 21. Then I uploaded all the documents to the KYC exam. On May 14th, 21st I received instructions from the support on how to do it. And I'm waiting for the verification. Since I made a profit of 6500 € on 14.06.21, I would like to have it paid out. After several contacts with the operators, still no result, just consolation. Now I've also sent an email to support, so far without an answer. My KYC exam has still not been checked and without it there is no payout, although it is still on payout in the payment history.

I hope you can help me.

Sehr geehrte Damen und Herren, ich bin Kunde seit 29.4.21. Dann habe ich alle Dokumente in die KYC Prüfung hochgeladen. Am 14.05.21 bekam ich vom Support Anweisungen wie es zu machen habe. Und seid dem warte ich auf die Verifizierung. Da ich am 14.06.21 einen Gewinn von 6500 € erspielt habe , möchte ich ihn auszahlen lassen.Nach mehreren Kontakten zu den Operatern , immer noch kein Ergebnis, nur Vertröstungen. Nun habe ich auch noch eine Email an den Support geschickt, bisher ohne Antwort. Meine KYC Prüfung ist immer noch nicht geprüft und ohne das keine Auszahlung, obwohl diese immer noch auf Auszahlung in der Zahlungshistorie steht.

Ich hoffe Sie können mir helfen.

Dear Sabine31,

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 advised what specifically seems to be a problem in verifying your account?

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

Hello Petronella, I asked the casino several times whether something was missing from the KYC. I was told that I shouldn't send anything more and that the exam would be running. In my opinion, I uploaded all the documents:

- Statement of account

- ID card

- Screenshot Klarna

- Proof of address: Tax office document

- other: with me photo of health insurance card

Hallo Petronella, ich habe beim Casino mehrfach nachgefragt ob beim KYC noch etwas fehlt. Mir wurde geschrieben, das ich nichts mehr schicken soll und die Prüfung würde laufen. Meiner Meinung nach habe ich alle Dokumente hochgeladen:

- Kontoauszug

- Ausweis

- Screenshot Klarna

- Adressnachweis : Finanzamtdokument

- anderes: mit mir foto von krankenversichertenkarte

And I was not told what the exact problem is, even though I asked for help. Unfortunately, all I got was consolation

Und ich wurde nicht darauf hingewiesen, was das genaue Problem ist , obwohl ich um Hilfe bat, Leider bekam ich nur Vertröstungen

Dear Sabine31,

Sorry to hear about your problem. Please kindly let me know how many accounts do you have at VulkanVegas?

Also, are you aware of the point 5.5 of the T&Cs:

"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". "

Thank you in advance for your cooperation.

Kind regards

Of course I only have one account. At the beginning I made a mistake to register and downloaded the Vulkan app. After I realized that it was all Russian (?), I uninstalled the app and only play online directly. Maybe that has something to do with the problem. I definitely don't have a double account.

Natürlich habe ich nur ein Konto. Am Anfang habe ich mich mal dabei vertan mich anzumelden und hatte die Vulkan App downgeloaded. Nachdem ich merkte das das alles russisch (?) war, habe ich die App deinstalliert und spiele nur direkt online. Vielleicht hat das etwas mit dem Problem zu tun. Ich habe definitiv kein Doppelkonto.

Dear Sabine31

Can you kindly identify, who does the account sa**nevh@t-online.de belong to?

Thank you in advance!

Regards

Great, this is my 2nd email, which, as I have just found out, my son (10) played around with. This is the email with which I was initially signed in to the app and which I immediately uninstalled. Sometimes when I want to open a bonus notification from my browser, there is a red bar with an error message, now I know why, I also deposited money and it ended up there and not in my official account. But I couldn't do anything. The fact is that the account with sabinevh@t-online.de is not used, I thought it would be automatically deleted when I uninstalled.

Na ganz toll , dies ist meine 2. Email, die hat , wie ich gerade erfahre mein Sohn ( 10), mal mit rumgespielt. Das ist die Email, mit der ich am Anfang bei der App angemeldet war,und ich sofort wieder deinstalliert habe. Manchmal wenn ich vom Browser eine Bonusbenachrichtigung öffnen möchte , kommt dann ein roter Balken mit Fehlermeldung, jetzt weiß ich auch warum,auch Geld habe ich eingezahlt und es ist dort gelandet und nicht bei meinem offiziellen Konto. Ich konnte aber nichts tun. Tatsache ist, daß Konto mit sabinevh@t-online.de wird nicht benutzt , ich dachte es wäre automatisch gelöscht wenn ich deinstalliert habe.

Thank you, Sabine31, for your replies. Could you please clarify if I understood correctly the following sentence: "Great, this is my 2nd email, which, as I have just found out, my son (10) played around with." Was your son, who is 10 years old, playing in the casino?

No, he didn't, he just played around with the cell phone and landed on your browser icon. As I said, sometimes I automatically connect to sabinevh@t-online.de, then I get an error message and I don't know how to turn it off. A deposit from me has already landed there. How am I supposed to deactivate this email, I don't have a password and the deinstallation was apparently not enough. A stupid mistake at the beginning of me and now such a problem, I'm really sorry, because I am inexperienced when it comes to gaming and actually only use the account biazicke@gmail.com ......

He didn't play.

Nein hat er nicht, er hat nur mit dem Handy rum gespielt und ist auf dem Browserzeichen von Ihnen gelandet. Wie gesagt , manchmal verbindet sich automatisch mit sabinevh@t-online.de, dann kommt Fehlermeldung und ich weiß nicht wie ich das abstellen soll. Es ist ja auch schonmal eine Einzahlung von mir dort gelandet. Wie soll ich denn diese Email deaktivieren, ich habe kein Passwort dazu und die Deinstallation hat ja Scheinbar nicht gereicht. Ein dummer Fehler am Anfang von mir und jetzt so ein Problem, es tut mir wirklich leid, denn ich bin unerfahren was das Spielen betrifft und bediene eigentlich nur das Konto biazicke@gmail.com......

Gespielt hat er nicht.

Do I understand correctly that you have created an account that has never been used (no deposits, no game history), and later, you opened another account that you use regularly?

Thank you very much, Sabine31, 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.

Hi Sabine,

I looked at your case and understand the situation. I would like to ask Vulkan Vegas Casino to participate in the resolution of this complaint.

Hello Peter, that is very kind of you. Many Thanks

Hallo Peter, das ist sehr freundlich von Ihnen. Vielen Dank

Good morning Peter, you still haven't heard from Vegas Volcano. ?

Guten Morgen Peter, hast du noch immer nichts gehört von Vulkan Vegas. ?

Hello Peter, for information, Vulkan Vegas has not approved the payout, but I am not blocked and the profit is still there, but the KYC exam has not been completed. Would it be possible for you to ask when you want to make a decision?

Hallo Peter , zur Info , Vulkan Vegas hat mir die Auszahlung nicht genehmigt, ich bin jedoch nicht gesperrt und der Gewinn steht auch noch drin, doch ist die KYC Prüfungnicht abgeschlossen. Wäre es vielleicht möglich, das Sie mal nachfragen , wann Sie denn nun eine Entscheidung treffen wollen?

Hello Sabine,

Congratulations on your winnings. We can't really make any progress without cooperation from the casino. Let's wait a few more days and see if somebody will respond, they usually do.

We would like to ask Vulkan Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

A heartfelt thank you

Lieben Dank

Hello everyone,

So basically we have two duplicating accounts:

1) Player Id: 20251514 under sa**nevh@t-online.de

2) Player Id: 20329599 under bia**ke@gmail.com

All personal details are exactly the same. As far as I can see, the Player herself does not deny the fact that two accounts belong to her solely.

13 (thirteen) transactions were made at account 20251514, around 12 bonuses were received;

122 transactions were made at account 20329599, enormous amount of bonuses have been received.

All the above breaches the Casino T&Cs.

As a resolution to the current issue, we may offer to leave all the deposits, that were made, on the Player's balance. Player will be able to have a fresh start or withdraw the deposited amount.

Dear @Peter, what do you think will be a fair decision in this case?

Kind regards,

Alexander

Thank you Alexander for your reply. If this is the case, I believe that this is a fair decision. Could you please send the supporting evidence to my email address (peter.m@casino.guru)?

Hello Peter Vulkan has blocked me so I cannot access my data. How do I have to behave now and what happens next.

Hallo Peter Vulkan hat mich gesperrt, also kann ich nicht auf meine Daten zugreifen. Wie muss ich mich jetzt verhalten und wie geht es weiter.

Now I remembered what was going on with the account sabinevh@t-online.de because I just wanted to log in. As I said, the password is no longer there, so I tap the Forgot Password button. Then the message: has been sent to your email.

But there was never anything in the emails.

Same problem to confirm the email address at that time, I could NEVER do that either, because contrary to the announcement that the link would have been sent to the email, nothing was ever received there either. !! I was NEVER able to confirm the email address and that prompted me to set up a new account.

Isn't it rather the case that with the provider:

t- online.de does not work at all, but with Gmail, for example. Or Freenet ......

In that case my person couldn't help it ... I kindly ask you to meet me in the middle.

Friendl. Greetings Sabine

Jetzt ist mir wieder eingefallen, xwas mit dem Konto sabinevh@t-online.de los war, weil ich mich gerade mal einloggen wollte. Wie gesagt das Passwort ist nicht mehr da also tippe ich auf den Button Passwort vergessen. Dann die Nachricht: wurde an ihre Email versendet.

Aber es kam niemals was an in den Emails.

Gleiches Problem um damals die Emailadresse zu bestätigen, auch das konnte ich NIE , weil entgegen der Ansage das der Link an die Email geschickt worden wäre, kam auch dort nie etwas an. !! Ich konnte NIE die emailadresse bestätigen, und das bewog mich dazu ein neue Konto einzurichten.

Ist es nicht vielmehr so , daß mit dem Anbieter :

t- online.de gar nicht zu arbeiten ist, sondern mit zb Gmail. Oder Freenet......

In dem Falle könnte meine Person garnichts dafür ..........., ich bitte sie höflichst sich mit mir in der Mitte zu treffen.

Freundl. Gruß Sabine

Hi Alexander, thank you for your email with the evidence. I believe that it is fair, even a generous gesture to refund Sabine's deposits. How will the funds be transferred?

Dear Sabine,

Since you opened more than one account in the casino which is forbidden in most casinos. The casino offered a refund of your deposits which can be considered a gesture of goodwill. There's practically nothing else that can be done here.

I would like to confirm, that the amount of 2,444 EUR remained at player's account. Account is now unlocked.

Play may continue playing at VulkanVegas or request a withdrawal via bank transfer or any other convenient payment method.

Kind regards

Despite the anger, albeit through stupid half-knowledge, I thank you very much for your generosity.

I then assume that you have deleted the sabinevh@t-online.de account (which would be good) and that the KYC check is now through, because I would like to transfer part of it back first.

Thank you very much for you new chance.

SvHüth

Trotz des Ärgers, wenn auch durch dummes Halbwissen bedanke ich mich herzlich für Ihre Großzügigkeit.

Ich gehe dann davon aus , daß das Konto sabinevh@t-online.de von Ihnen gelöscht wurde ( was gut wäre ) und die KYC Prüfung nun durch ist, denn einen Teil möchte ich erstmal zurück überweisen.

Herzlichen Dank für dir neue Chance.

S.v.Hüth

Yes, I confirm the account is fully verified. You are good as long as you use only this account.

The second one is permanently blocked.

Kind regards

Hi all,

Thank you for your replies and thanks Alexander for your help.

Dear Sabine,

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter