FS Casino - プレイヤーの出金確認が遅れています。

Hello,

I have a problem with the verification in the casino VulkanBet. I made transactions with ApplePay. I made several screenshots from the Wallet application and also send a screenshot with the transcation information from my bank. This apple pay is linked with a debit card and they dont want to verify it. The support is not very active

Dear Aurora1729,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you are experiencing with the verification process at Vulkan.bet. To better understand your situation and assist you effectively, could you please clarify a few points for us?

• Could you confirm if the casino requested any specific documents or information regarding your Apple Pay transactions besides the screenshots you already sent?
• Did they provide any reason for rejecting your verification documents, or did they simply not respond?
• Could you specify when you first submitted your verification documents and how long you have been waiting for a reply?
• Have you tried contacting them through other available channels (such as live chat, email, or phone support)? If so, what was the response?

If you have any communication with the casino, such as emails or screenshots of chat conversations, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Aurora1729,

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.

Hello,

I’m send the communication to mailto:petronela.k@casino.guru

First they answered that my name was not visible and after that - the date was not the expected one. The payment was made on Sunday, so the bank accounted it for the next possible weekday which was 28.04.2025

Hi Aurora1729,

Thank you for your update and for forwarding the communication to petronela.k@casino.guru. I understand that VulkanBet has raised concerns regarding the visibility of your name and the transaction date on your Apple Pay verification documents. It's important to note that Apple Pay transactions often don't display the cardholder's name, which can complicate the verification process.

To assist you further, could you please clarify the following:

• Is the verification of your Apple Pay payment method the only remaining step before you can proceed with your withdrawal? Or have you encountered any other issues, such as pending identity verification or problems with the withdrawal process itself?

Looking forward to your response so we can help resolve this matter promptly.

Thank you, Petronela.

Please close the case.

Dear Aurora1729,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru