Vulkan Vegas Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

I can't get the money. I have already submitted the documents and nothing. I've made higher deposits than I want to withdraw... It's normal to want to withdraw. I don't want to be left empty-handed either...

Não consigo levantar o dinheiro. Já submeti os documentos e nada. Já fiz depósito mais elevados do que quero levantar ... É normal querer levantar. Não quero também ficar de mãos abanar ...

Dear joanacsfonsea,

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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Dear joanacsfonsea

In order to receive the winnings, we are kindly asking to complete the KYC procedure.

We've sent the e-mail request once again! Should you provide the missing documents - the withdrawal will be approved in no time!

Looking forward to hearing from you!

Best regards,

Alexander

Thank you very much, Alexander, for your assistance.

Dear joanacsfonsea,

Please provide all the requested documents to casino and keep me informed about any further development.

Good afternoon, I've already put the documents, everyone will make a week.

Thanks

Joana

Boa tarde, eu já coloquei os documentos todos vai fazer uma semana .

Obrigada

Joana

Thank you, joanacsfonsea, for the update. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and allow some time to casino to check your documents. Thank you in advance for your patience.

Dear joanacsfonsea

We would kindly like to draw your attention to the fact that the submitted documents are indeed approved, but some extra documents are required, please refer to the last e-mail.

Thank you in advance!

Regards

Dear joanacsfonsea,

Please provide the additional documents and keep me informed. Looking forward to hearing from you.

The necessary documents are there. The citizen card, the Iban proof, the two debit cards and the proof of address. And it says that the documents were uploaded successfully but are awaiting approval.

Os documentos necessários estão lá. O cartão de cidadão , o comprovativo de iban, os dois cartões o de débito é de crédito e o comprovativo de morada. E diz que os documentos foram carregados com sucesso mas aguardam aprovação.

What about the selfie? Have you sent it, please?

Dear joanacsfonsea,

There is clearly a misunderstanding. What teh verification dept. has asked is:

Selfie with passport (or ID card ) & a photo of you holding the bank card near your face.

Thank you for cooperation.

Best regards

That is the citizen card of my country - Portugal. I don't use a passport nor do I have one. It never leaves Portugal. The identification of my country is that there is no other. Then I attached a photo with my face and debit card.

Aquilo é o cartão de cidadão do meu país - Portugal. Eu não uso passaporte nem tenho. Nunca sai de Portugal . A identificação do meu país é aquela não existe outra. Foi anexar então uma foto com a minha cara e o cartão de débito.

Dear joanacsfonsea,

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

I've already done that and I'm still waiting. It sucks when I deposit money and then I want it back and they get forty things. If I had earned thousands of euros, I even understood. I want to withdraw at least the deposit I made...!

Já fiz isso e continuo á espera. É chato quando depósito dinheiro e depois quero o de volta arranjam quarenta coisas. De eu tivesse ganhado milhares de euros até entendia . Eu quero retirar no mínimo o depósito que fiz ... !

Dear joanacsfonsea

Please kindly mind, we are still waiting for  a selfie with ID document.

Thank you in advance!

Best regards

I've done ! Something more?

Já o fiz ! Mais alguma coisa?

Dear joanacsfonsea

I am happy to inform you that your account is now verified,

Feel free to make a withdrawal request.

Kind regards

🙏🙏🙏🙏🙏🙏🙏

Even so, when I ask for the money, they send messages again to take more pictures. I'm starting to get annoyed. If it's already checked what's the problem now?

Mesmo assim quando peço o dinheiro voltam a mandar mensagem para tirar mais fotos. Começo a ficar irritada . Se já está verificado qual é o problema agora ?

Please try again and let me know.

I got the first time... I'm trying a second time. But I think that now everything is fine...

Recebi a primeira vez ... Estou a tentar uma segunda . Mas penso que agora está tudo certo...

However I don't understand what the bonus balance is for?! I have 51 euros in bonus balance and I can't even withdraw ..what is it for anyway? Play ? And get more money held there in the bonus balance?

No entanto não entendo o que o saldo bônus serve para quê?! Tenho 51 euros de saldo bônus e nem dá para retirar ..serve para quê afinal ? Jogar ? E ficar com mais dinheiro retido ali no saldo bônus?

Have you activated any bonus when depositing funds into your account?

No , it appeared when I made a deposit 😅

Não , apareceu quando fiz um depósito 😅

The first serve went completely well. The second... Says in progress. It's been three days... Is it normal to take a while? Since the first one fell the next day , this one is taking a while 🤔

O primeiro saque correu plenamente bem . O segundo ... Diz em andamento. Já passou três dias ... É normal demorar? Visto que o primeiro caiu no dia a seguir , este está a demorar 🤔

Yes, it is quite normal. I'll check back with you on Wednesday. Thank you in advance for your patience.

Hello joanacsfonsea,

Have there been any developments since our last conversation?

No ... I'm still waiting for the transfer of 50 € , it says in progress ... I asked on the 4th of January

Não ... Ainda aguardo a transferência de 50 € , diz lá em andamento ... Pedi no dia 4 de Janeiro

I fully understand your frustration, joanacsfonsea. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear joanacsfonsea

We've contacted the payment provider, unfortunately we've been told that the transaction is still in progress (thus we cannot either cancel it or do anything else). We should wait for the money to arrive onto your account.

But I do agree this delay is quite ridiculous. Therefor, I've credited your account with another 50 EUR (no wagering required). You may proceed with playing games or withdraw (but please use Skrill or some other alternative methods, that are available in the cashing).

Kind regards,

Alexander

I don't know how to use the other methods 😕 and they don't seem reliable. The first deposit was super fast. I don't understand the delay of this one... But I'll wait.

Eu não sei usar os outros métodos 😕 e não me parecem fiáveis . O primeiro depósito foi super rápido . Não entendo o atraso deste ... Mas vou aguardar .

Dear joanacsfonsea

Can you please confirm money was received?

Thank you

Yes , I received yes . The other is that I don't know... Do you cancel?

Sim , recebi sim . O outro é que não sei ... Vocês cancelam ?

Thank you very much, joanacsfonsea, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes 😁 thank you so much for everything 💪🍀

Sim 😁 muito obrigada por tudo 💪🍀

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, joanacsfonsea, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

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