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Hello, I've been trying to cash out my winnings for over a week. Unfortunately they always say that my account has not been verified and that I have to wait for a confirmation email. I submitted all the documents and documents to them, but nothing has happened for a week. I'm always put off, I should wait. What can i do there?

Hallo ich versuche bereits seit über einer Woche mir meinen Gewinn auszuzahlen. Leider sagen die immer das mein Konto nicht verifiziert wurde und ich auf eine Bestätigungsmail warten muss. Ich habe denen alle Unterlagen und Dokumente eingereicht aber es tut sich seit einer woche nichts. Ich werde immer vertröstet ich solle noch warten. Was kann ich da tun?

Dear Daniel,

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 Petronela,

No, I've asked several times why it takes so long. But this question is not answered for me. They just tell me to keep waiting. It's been over a week since they told me I don't need to upload any more documents since I was done.

Lg

Daniel

Hallo Petronela,

Nein ich habe mehrere male gefragt warum es so lange dauert. Mir wird diese Frage aber nicht beantwortet. Es wird lediglich gesagt ich solle weiter warten. Es ist bereits über eine Woche her das die mir gesagt haben ich brauche keine weiteren Dokumente hochladen da ich alles erledigt hatte.

Lg

Daniel

Thank you very much, Daniel, for your reply. 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.

Hello, when will I get an answer here?

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Daniel

Hallo wann bekomme ich hier denn Antwort?

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Daniel

Hi Daniel,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Hello,

I do not see any issues here, the withdrawal requests will be processed according to T&Cs.

Kind regards

Hello,

Unfortunately, I've been waiting for the verification since January 29th and it just doesn't take place.

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Daniel

Hallo,

Leider warte ich schon seit dem 29.01 auf die Verifizierung und diese findet einfach nicht statt.

Lg

Daniel

Pardon for the inconveniences caused,

The reason for the delay was caused by enhanced verification, because several more users were found that have the same IP address. We had to make sure all is nice and smooth)

Thanks for udnerstanding!

Hello,

But I only have one account and nobody else plays from my IP. Has this been fixed? Has the verification now been carried out?

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Daniel

Hallo,

Ich habe aber nur einen Account und von meiner IP spielt sonst niemand. Wurde dies denn behoben? Wurde die Verifizierung nun durchgeführt?

Lg

Daniel

Yes,

There is absolutely nothing to worry about. All is fine!

Good luck and BIG wins!

Kind regards,

Alexander

Many Thanks. Can you please tell me if I already have cash to withdraw? My account balance currently shows 7000 but I should have 10,000.

Vielen Dank. Können Sie mir bitte Sagen ob ich schon Geld zur Auszahlung habe? Mein Kontostand zeigt aktuell 7000 ich müsste aber 10000 haben.

Please refer to the "transactions" section of your profile.

The bank transfer may take up to 7 working days to get processed by the bank.

Any further info may be requested via our live support.

Regards

Hello, thank you in advance for your time, but I wanted to know whether I have a total credit of 10,000 or 7,000? Can I see if money is already in the payout? Today, 3000 euros were suddenly gone

Hallo ich danke Ihnen schonmal für ihre Zeit aber ich wollte wissen ob ich insgesamt ein Guthaben von 10000 habe oder 7000?sehe ich wenn Geld schon in der Auszahlung ist? Heute waren aufeinmal 3000 euro weg

Three of your withdrawal requests have been approved and are being processed on the bank's side.

Kind regards

Thank you. Case can be closed

Lg

Daniel

Ich danke ihnen. Fall kann geschlossen werden

Lg

Daniel

Thank you Vulkan Vegas Casino team for your replies and help.

Dear Daniel,

I'm glad to hear that your issue got resolved. 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