I got on September 19 I signed up for this casino, but I just didn't get the required confirmation emails and couldn't request a withdrawal.

In the meantime I have sent 8 emails, from support and complaint, in German, but in English, no response has been received.

I called twice, the first Dane was nice, but it didn't hurt you, the second lady only spoke Polish.

Maybe you can help me.

Thanks and best regards

Ingrid R ****

Habe mich am19.9. bei diesem Casino angemeldet, bekomme aber einfach nicht die erforderliche Best?tigungsmails, und kann somit keine Auszahlung anfordern.

Habe zwischenzeitlich 8 Mails geschickt, ab Support und Reklamation, auf deutsch ist d auf Englisch aber keine Antwort erhalten.

Habe zweimal angerufen, die ersten Dane war zwar nett, aber getan hat dich nichts, die zweite Dame sprach nur polnisch.

Vielleicht k?nnen Sie mir ja weiterhelfen.

Danke und viele Grüsse

Ingrid R****

Dear Ingrid,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, 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?

Lastly, could you please advise which email address you have used to register your casino account?

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

Best regards,

Petronela

Thank you very much, Ingrid, 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 Ingrid,

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 please specify what is the problem with player’s verification?

I described in detail in my first email that I am not receiving the confirmation email to request a payment ...

Hab ich ausführlich in meiner ersten Mail geschildert, ich erhalte nicht die Best?tigungsmail um eine Auszahlung anfordern zu k?nnen...

Dear Ingrid,

We are sorry for the inconveniences caused. Indeed we checked the records, our mailing server tried to send the email to your mailing server, but an error occurred.

We confirmed your e-mail manually. You may now request a withdrawal.

Also credited you real balance with some small bonus)

Once again, sorry for the inconveniences.

Kind regards,

Alexander

Thanks for your help.

Many greetings, Ingrid

Danke für Ihre Hilfe.

Viele Grü?e Ingrid

Dear Ingrid,

can I consider this complaint as resolved?

Leider nein: Something went wrong!

Your payment has failed. Error in case of operation execution...

Dear Casino,

player is experiencing problems with withdrawal, can you help us?

Dear Ingrid

Please contact Live Support to get to know the reason the transaction was cancelled or kindly make a withdrawal request via bank transfer.

Warm regards,

Alexander

Ingrid,

please contact Casino's support and let me know the result of the communication.

I am giving up now. I had already written to support eight times and never received an answer.

Since you apparently can't help me either, it is clear to me that this casino is a scam !!!!

Ich gebe jetzt auf. An den Support hatte ich ja bereits achtmal geschrieben und nie eine Antwort erhalten.

Da Sie mir anscheinend auch nicht helfen k?nnen ist für mich klar, dieses Casino ist ein Betrug!!!!

Dear Ingrid

We sent you multiple emails re the need of KYC verification. Please kindly provide us with the documents requested, you may simply upload them into KYC section of your profile.

In order to keep your winnings secure, I've applied the gambling limit, so that we can make sure you will definitely get you money ??

Kind regards,

Alexander

Hello Alexander, now I just have to know what KYC actually is, I filled out everything in my profile, didn't I?

regards

Ingrid

It would be great if that would lead to a good ending because I actually liked playing in the casino

Hallo Alexander, jetzt müsste ich nur noch wissen, was KYC überhaupt ist, ich hab doch in meinem Profil alles ausgefüllt?

Viele Grü?e

Ingrid

W?re toll, wenn das doch noch zu einem guten Ende führen würde denn eigentlich haben ich in dem Casino gerne gespielt

I have now uploaded the ID and credit card. Hope that's enough and I can now request the payout. The emails you mentioned never arrived, but that was also the case with the confirmation email after registration ...

Habe jetzt den Ausweis und die Kreditkarte hochgeladen. Hoffe das reicht und ich kann jetzt die Auszahlung beantragen. Die von Ihnen erw?hnten Mails sind nie angekommen aber das war ja auch schon so mit der Best?tigungsmail nach der Anmeldung...

Dear Ingrid,

Please kindly request the withdrawal via Bank Transfer. This way we will be sure the bank won't decline the payment.

Kind regards,

Alexander

Dear Alexander, the transfer has arrived, thank you. However, I found that I am now banned and can no longer play. Will also request my remaining money.

Many greetings, Ingrid

Lieber Alexander, die überweisung ist angekommen, danke. Allerdings habe ich festgestellt dass ich jetzt wohl gesperrt bin und nicht mehr spielen kann. Werde als auch noch mein restliches Geld anfordern.

Viele Grü?e Ingrid

Hello Ingrid,

is your problem now resolved?

Dear Ingrid,

I personally set the gambling limit - wanted to make sure you don't lose the money. Just removed it. Feel free to continue playing or request a withdrawal.

Best regards,

Alexander

Thanks, everything is clear now ...

Danke, jetzt ist alles gekl?rt...

Dear Ingrid,

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