Dear Sigrid,

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?

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

Good day,

I would like to inform you,

my winnings are 400 euros, I played a little and my questions at Vulkan Vegas are no longer answered.

Kind regards Sigrid

Guten Tag,

Ich m?chte Sie darüber informieren,

mein Gewnn ist 400 Euro , habe noch etwas gespielt,und auf meine Fragen bei Vulkan Vegas wird nicht mehr reagiert.

Mit freundlichem Gruss Sigrid

Thank you very much, Sigrid, for providing all the necessary information. 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 Sigrid,

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?

Hello, the problem is that Vulkan Vegas does not accept my email address. I should enter a new email address, I did. Now I should, since the new email address is not accepted, fill out a formula in the new email box, but it didn't work. Then I was written to answer the questions with an extra email, I did. There was no reaction to either the email or the verification. I cannot withdraw the money I have won. The waiting time is almost 14 days

Hallo, das Problem ist, das meine angegebene EMailadresse von Vulkan Vegas nicht angenommen wird. Ich sollte eine neue EMailadresse angeben, habe ich gemacht. Jetzt sollte ich,Da nicht die neue EMailadresse angenommen wird in dem neuen Emailfach ein Formula ausfüllen, was aber nicht ging. Dann wurde mir geschrieben ich soll die Fragen mit einer extra Email beantworten, habe ich gemacht. Weder auf die Email noch auf die Verivizierun gab es eine Reaktion. Mein gewonnenes Geld kann ich nicht auszahlen lassen. Die Wartezeit ist schon fast 14 Tage

Hello dear Sigrid

Your account in verified, KYC check completed.

Please kindly speak to online support and request the manual e-mail confirmation, and the issue will be resolved.

Kind regards,

Alexander

Hello Alexander,

I sent an E MAIL to the online support as you said. Now I got an answer asking why I want to change my email address. I have sent another E MAIL with the history and that my e-mail address is not accepted. What else can you do, it goes in circles.

I hope you can help me.

Sincerely, Sigrid

Hallo Alexander,

ich habe eine E MAIL, wie Sie gesagt haben an den Online Support geschickt. Jetzt bekam ich eine Antwort mit der Frage warum ich meine E Mail Adresse wechseln m?chte. Ich habe wieder eine E MAIL geschickt mit dem Verlauf und das meine E Mail Adresse nicht akzeptiert wird. Was kann man noch machen, es dreht sich im Kreis.

Ich hoffe Sie k?nnen mir weiter helfen.

Mit freundlichen Grüssen Sigrid

Hello dear Sigrid,

Please try now to make a withdrawal request

Warm regards,

Alexander

Additional comment from player:

Dear Ladies and Gentlemen, I signed up with you for issues with Vulkanvegas. Alexander helped me. I thought my winnings would now be paid out. The casino now says my phone number is wrong. I wanted to write that to Aexander. Unfortunately I cannot send an answer in my link. Writing doesn't work. I am now reminded by you to send your answer, unfortunately it does not work. I hope you can fix it and help me with the phone number.

Hello, Vulkan Vegas will delete my account on the grounds that you are not allowed to have two accounts

Hallo, Vulkan Vegas l?scht mein Konto mit der Begründung man darf keine Zwei Konten haben

Hello, Vulkan Vegas has not paid me the 400 Euro phone number should not be correct. I was contacted by a letter I should use a new password because there are abnormalities in my account. I did it, then everything was gone, money, verification deleted, my new email address was not accepted again and the phone number should be wrong. I guess I shouldn't get my winnings

Sincerely, Babekuhl

Hallo, Vulkan Vegas hat mir nicht die 400 Euro ausgezahlt Telefonnumm soll nicht richtig sein. Ich wurde angeschrieben ich soll mir ein neues Passwort einsetzen weil es Auff?lligkeiten in meinem Konto gibt. Habe ich gemacht, dann war alles weg , Geld, Verifizierung gel?scht, Meine neue EMailadresse wurde wieder nicht akzeptiert auch die Telefonnummer soll falsch sein. Ich denke ich sollte nicht mein Gewinn bekommen

Mit freundlichen Grüssen Babekuhl

Dear Sigrid,

player is not allowed to have more than one account. This is from Vulkan Vegas Casino Terms and Conditions:

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.