Vulkan Vegas Casino - プレイヤーの認証と出金が遅れています。

Hello, for months now my account and my documents have not been verified

it says that they are still under review! But nothing seems to be happening... now, I have a win of 1400 Euros (without bonus) in my player account and I cannot withdraw this without my data having been reviewed.. what can I do ??

Hallo , seit Monaten wird mein Konto bzw meine Dokumente nicht vertiviziert

es steht das es noch geprüft wird ! Aber es tut sich einfach nichts .. nun habe ich 1400 Euro Gewinn (ohne Bonus) auf dem Spieler Account und kann diese nicht auszahlen ohne das die Daten geprüfr wurden .. was kann ich tun ??

Dear nikluk1,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Thanks for the answer, a few documents have already been checked and approved, two are still waiting for an answer :) I think something will happen now! I'll let you know as soon as I know more

Danke für die Antwort mittlerweile wurden paar Dokumente schon geprüft und freigegeben , 2 warten noch auf Antwort 🙂 denke da wird sich jetzt was tun ! Ich geb Bescheid sobald ich mehr weiß

Thank you for your reply, nikluk1. Sounds good. Let's give it a few more days. I will keep this complaint open, so please keep us updated so we can proceed accordingly.

Yes, I'm excited, because the remaining submitted documents are up for review again.. let's see how long this time 👍 thank you

Ja bin gespannt , denn die restlichen eingereichten Unterlagen stehen wieder zur Prüfung aus .. mal sehen wie lange diesmal 👍 danke

Dear nikluk1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.