Hello,

I had several conversations with the live chat on the site but without result.

I did not receive a confirmation e-mail when registering, but an e-mail to the same e-mail account for every deposit. After I noted this, I was asked to give another GMail address in the live chat. I did this, but no confirmation email was sent there either, but 2 other emails that I answered each time.

Hopefully this should be enough for verification. At the same time, I submitted all the required documents, identity card, photo with identity card, official document for address confirmation.

Unfortunately, these things have still not been processed and no email changes have been entered in the profile or a confirmation email has been sent to complete the verification.

I ask for timely processing

Hallo,

ich habe mehrere Gespr?che mit dem Livechat auf der Seite geführt jedoch ohne Ergebnis.

Ich habe bei der Registrierung keine Best?tigungsmail erhalten, jedoch zu jeder Einzahlung eine E-Mail auf das selbe E-Mail Konto. Nachdem ich dies angemerkt habe wurde ich gebeten eine andere GMail Adresse an zu geben im Livechat. Dies habe ich getan,jedoch wurde dorthin ebenfalls keinen Best?tigungsmail geschickt sondern 2 andere Mails die ich jeweils beantwortet habe.

Dies sollte hoffentlich zur Verifizierung ausreichen. Parallel habe ich alle gewünschten Unterlagen, Personalausweis , Foto mit Personalausweis, Amtsdokument zur Adressbest?tigung eingereicht.

Leider wurden diese Sachen noch immer nicht bearbeitet sowie noch immer keine E-Mail ?nderung ins Profil eingetragen wurde oder eine Best?tigungsmail versendet um die Verifizierung ab zu schlie?en.

Ich bitte um Zeitnahe Bearbeitung

Dear Alexander,

Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure.

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 is the correct one and how many days ago you have started the whole verification process?

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

Hello

Both email addresses are correct. There are no input fields or the like.

In the live chat of the casino, I have already given the alternative GMail address.

This should then receive a confirmation email.

Two emails were sent to this address, but no email for verification.

In the meantime it seems very dubious to me because the same problem occurred with a large number of players on the site and that already in May this year.

There seems to be a system behind it that prevents players from paying out.

Hallo

Beide E Mail Adressen sind korrekt. Es liegt kein Eingabefelder oder ?hnliches vor.

Im Livechat des Casinos habe ich bereits die Alternative GMail Adresse angegeben.

Diese sollte dann eine Best?tigungsmail erhalten.

Es wurden 2 Emails an diese Adresse versandt jedoch keine Mail zur verifizierung.

Es kommt mir mittlerweile sehr unseri?s vor, da das gleiche Problem bei sehr vielen Spielern auf der Seite aufgetreten ist und das bereits im Mai diesen Jahres.

Es scheint gerade zu ein System dahinter zu stecken mit dem den Spielern die Auszahlungen verwehrt bleiben k?nnen.

Thank you very much, Alexander, 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 Alexander,

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 and why he didn't get confirmation email?

I simply did not receive an email from Vulcan casino in which I found a confirmation link or something similar ...

The casino simply didn't send any. Neither to the old given email address nor to the new one.

The "problem" has existed with the casino since May 2020, was reported several times by other players and has not yet been resolved.

If I had seen all the negative reviews sooner, I would never have registered there ...

Ich habe schlichtweg keine e Mail vom Vulcan casino erhalten in der ich einen Best?tigungslink vorfinde oder ?hnliches...

Es wurde schlichtweg keine von dem Casino versendet. Weder an die alte angegeben e Mail Adresse noch an die neue.

Das "Problem" gibt es mit dem casino schon seit Mai 2020, wurde von anderen Spielern mehrfach gemeldet und wurde bis heute nicht behoben.

H?tte ich die ganzen negativen Rezensionen eher gesehen h?tte ich mich niemals dort angemeldet...

We would like to ask the Vulkan Vegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello dear Alexander!

Sometimes (like in your case) the e-mails that our server sends to you (@t-online.de) get rejected.

We are kindly asking you contact online support and request a confirmation link .

Again, we do apologize for inconveniences, as an excuse, we've granted you a pleasant bonus ??

Kind regards,

Alexander

Dear Alexander,

please, contact Casino support and let me know if things are moving forward.

Dear Alexander,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.