Vulkan Vegas Casino - Spelarens uttag avvisas.

Hi there!!!!

I paid € 400 to VulkanVegas at the end of November. Earned € 7000 after a few seasons. Uploaded the requested documents to verify me. Everything seemed to be working. also received a positive KYC and account confirmation. But after I made my payment I got the message that the missing documents were missing. I then wrote to the suport and said there was no current account statement where the payment to VulkanVegas can be seen. I didn't hesitate and uploaded it. It was confirmed. But after trying again to have the money paid out to me, it was refused again. I also tried to get it paid out in 500 € steps because I thought the amount was probably too high but that also failed and it was rejected umpteen times.

I also took a picture of confirmation emails that my account was successfully verified.

Hallo!!!!

Ich habe mich ende November bei VulkanVegas 400€ eingezahlt. Nach einigen Spielzeiten 7000€ erspielt. Die angeforderten Dokumente hochgeladen um mich zu verifizieren. Alles schien zu klappen. erhielt auch eine positive KYC und Konto Bestätigung. Doch nachdem ich meine Auszahlung tätigte bekam ich die meldung das die fehlenden Dokumente fehlen. habe daraufhin den Suport angeschrieben und meinten es fehlt ein aktueller Kontoauszug wo die einzahlung zu VulkanVegas zu sehen ist. ich habe nicht lange gezögert und es hochgeladen. Es wurde betsätigt. Doch nach erneuten Versuch das Geld mir auszahlen zu lassen wurde es wierder abgelehnt. Habe auch versucht in 500€ schritten es mir auszahlen zu lassen da ich dachte der Betrag sei vllt zu hoch doch auch das schlug fehl und es wurde zu x-ten mal abgelehnt.

bestätigung emails habe ich mir abfotografiert auch das mein Konto erfolgreich verifiziert wurde.

Dear MLucky,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. Could you please confirm whether you played with any bonuses, or not?

Have you tried contacting the casino to find out why your withdrawals are being rejected again? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Dear MLucky

To finalize the KYC check we kindly ask you to provide us with a source of wealth document (which was requested multiple times).

Having done that - the withdrawal will be processed in no time.

Should you need any more assistance, please do not hesitate to contact our live support.

Kind regards,

Alexander

Dear VulkanVegas / Alexander

I wrote to support several times, even after I had submitted everything and tried to withdraw several times. The last answer from support was I should upload all the documents in order to successfully complete the KYC. Even though it was successfully verified on December 11th, 2020. When I asked the live support why my payment was still not going through, I got the answer I should upload everything again to successfully complete the KYC and then be able to make the payment. You feel very ripped about that, don't you? So yesterday I wrote a complaint to Casino Guru.

Liebes VulkanVegas / Alexander

Ich habe dem Support mehrmals geschrieben auch nach dem ich alles eingereicht hatte und mehrmals eine Auszahlung versucht hatte. Die letzte Antwort vom Support war ich solle alle Dokumente hochladen um das KYC erfolgreich abschließen zu können. Das obwohl es am 11.12.2020 ja erfolgreich verifiziert wurde. Auf meine Frage beim live support wieso meine Zahlung trotzdem nicht durch geht, bekam ich die Antwort ich soll alles nochmal hochladen um das KYC erfolgreich ab zu schließen und um dann die Auszahlung tätigen zu können. Da fühlt man sich schon sehr verarscht oder nicht? Daraufhin schrieb ich gestern eine Beschwerde bei Casino Guru.

Dear MLucky

Just as I said, we are following the EU regulations of the AML policies, and at this very point we/payment provider requires a proof of the source of wealth.

This is required only once (usually) and you can easily continue playing with us and withdraw the winnings without any delays.

Thank you for cooperation!

Dear MLucky,

Have you provided the required source of income? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi,

I would just like to confirm, that all withdrawal requests have been confirmed and successful.

Kind regards,

Alexander

Thank you, Alexander, for bringing this great news!

MLucky, would you be so kind and let us know when you receive your withdrawal? Thank you in advance.

Dear MLucky,

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 close your complaint.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.