FS Casino - プレイヤーのアカウントは未確認のままとなり、出金はブロックされます。

Hello! Please help me?

I m trying from at least one month to resolve a problem with validating account and to make withdrawull on the vulkan16.bet site. I did till now two withdrawls from the website,around 300 euros each,i deposited for sure more then 1000 euros till now from the time i created the account. Now i want to withdraw 1000 euros but the website doens t allow me anymore because they want to verify one of my cards that i made the first deposit in 2024. I deposited from 3 different cards till now,all of them are my property,i m the owner,two of them are in this moment verifed by them and are oky,but one of them,a debit card Mastercard type isn t verified,they don t want to accept it.

I relate now what is about this unverifed card: I did at least a deposit with this card in 2024,a few months ago my bank changed this MASTERCARD card with a VISA one by their policy so in this moment i don t have phisicaly anymore that Mastercard because i throw it away,and i can t now do a photo with this one to see the girst 6 digits and the last 4 of it,or my full name on it,i don t have it anymore,i have just the new one,the VISA one with different card mask. So i explained to people from vulkan16.bet on the chat this situation and they offered to me an alternative to upload an officiall document from the bank account that says i was the owner of the card,my full name,the first 6 digits of the card and the last 4 digits and the date of expiration of it. So i did this,i was on the bank and asked for,and they give me an extrass of the card that contains my full name,the first 4 digits and the last 4 digits of the card,my address,and the deposit from this card to vulkan16.bet.

And the vulkan16.bet doesn t accept it,they don t want to validate the card,and don t allow me to do more withdrawls ,i m blocked. They saied they want to appear on the document the first 6 digits of the card not only the 4 ones,the 4 ones are not enough for them. I spoked with the bank and they saied this is the only document that they can give me,is an officialy document signed officialy by the bank and have the information needed to clarify that i was the owner of the card like my full name,adress,card mask(first 4 digits and last 4 digits of it),the date and deposited amount to vulkan16.bet and other information. So why they don t want to accept it,my bank can t help me in amother way,because they saied must be enough all the information from this pdf document to ensure i was the owner of the card. Due their policy they cannot show on the document the first 6 digits,just the 4 digits are shown on it,and lmthe last 4 digits. This procedure is the same in all bank accounts they saied.

I will atach this official document from the bank account,an extrass of the debit card that Vulkan16.bet want to verify to be me the owner of it in the past.

What i can do more to be accepted on the site as verified account? Excuse my english,i hope you understood!

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is the only reason that the casino refuses to verify your card because the bank document shows 4 digits instead of 6 digits of the card number? Or is there any other reason they mentioned?

Have your other documents and cards that you submitted been verified successfully by the casino without any issues?

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru