Vulkan Vegas Casino - Igrač ima poteškoća s dovršenjem provjere računa.

Hello.

I deposited 10 euros and won 200. I cannot withdraw my winnings because my email has not been confirmed. When prompted, I don't get a new email to confirm. I get other advertising emails though.

Kind regards

Raphaela ***

Hallo.

Ich habe 10 Euro eingezahlt und 200 gewonnen. Ich kann mir meinen Gewinn nicht auszahlen lassen, weil meine email nicht bestätigr wurde. Ich bekomme nach Aufforderung keine neue email zum bestätigen. Andere werbeemails bekomme ich allerdings.

Mfg

Raphaela ***

Dear Rapha,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours. It seems like the casino is experiencing some technical problem related to players from Germany and email address verification.

Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process? Have you tried requesting the manual e-mail verification?

I hope we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello. Yeah that's the only problem. KYC process is complete, all required documents have been uploaded! What do you mean by requesting manual email verification? Should I send them an email?

Kind regards

Rapha

Hallo. Ja das ist das einzige Problem. KYC - Prozess ist abgeschlossen, alle erforderlichen Dokumente wurden hochgeladen! Was meinen sie mit manuelle e mail Überprüfung anfordern? Soll ich denen eine Email senden?

Mfg

Rapha

Dear Rapha,

Are you able to contact the Live chat? 

Yes! I have now 2 days in a row. I have to keep getting new email addresses and keep answering the same questions! To be honest, it seems rude to me !! Everything delayed !!

Ja! Hab ich nun 2 tage in Folge. Ich muss mir ständig neue Emailadressen anschaffen und ständig die gleichen Fragen beantworten! Komme mir ehrlich gesagt verarscht vor!! Alles hinhalterei!!

Thank you very much, Rapha, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rapha,

I looked at your complaint and will do my best to help you. I would like to invite Vulkan Vegas Casino into this conversation. Can you specify where is the problem with player’s verification process, please?

Hi Viliam,

I can't verify my email because I just don't get this email ... I am bombarded with advertising and everything else from VW. Aaaaber the important email supposedly does not arrive. Every time I should set up a new email and answer the same questions. I also carried out the KYC legitimation. Yes, what should I say. Ea feels like trying to buy time, hoping I will gamble away the money again!

Thanks & LG

Hi Viliam,

ich kann meine Email nicht verifizieren, weil ich diese Email einfach nicht erhalte... Ich werde mit Werbung und allem anderen von VW zugeballert. Aaaaber die wichtige Email kommt angeblich nicht an. Jedes mal soll ich mir eine neue email einrichten und die gleichen Fragen beantworten. Ich habe auch die KYC Legitimation durchgeführt. Ja was soll ich sagen. Ea fühlt sich so an, als wolle man zeit schinden, in der Hoffnung ich verzocke das geld wieder!

Danke & LG

Hello dear Rapha

I can our support team is already assisting you in changing the e-mail address.

I am sure all will be sorted out shortly.

Kind regards,

Alex

Dear Rapha,

is there something new? 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.

Hello.

Yes everything worked out. Had to create a new email address twice. But it worked, money was paid out.

Thank you

Hallo.

Ja hat alles geklappt. Musste zwar 2 x eine neue Email Adresse anlegen. Hat aber geklappt, geld wurde ausgezahlt.

Danke

Dear Rapha,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru