Hi.

I deposited € 50 at Vulkan Vegas (without bonus) and won € 997.00. However, the winnings cannot be paid out because I have to confirm my email address and no link is sent to me. I have requested this link several times. I have also contacted support, but unfortunately I do not receive an answer. I have repeatedly checked the email address given, it is the correct address. I hope you can help me.

Hallo.

Ich habe bei Vulkan Vegas 50 € eingezahlt (ohne Bonus) und 997,00 € gewonnen. Allerdings kann der Gewinn nicht ausgezahlt werden, da ich meine E-Mail Adresse best?tigen muss und hierzu keinen Link gesendet bekomme. Diesen Link habe ich bereits mehrfach angefordert. Ebenso habe ich mich bereits an den Support gewendet, aber leider erhalte ich keine Antwort. Ich habe die angegebene E-Mail Adresse wiederholt kontrolliert, es handelt sich um die richtige Adresse. Ich hoffe Sie k?nnen mir helfen.

Dear Lisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you have received any other emails from the casino? Any promotional offers or automated emails when you have tried to contact them? 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

Hi,

many thanks for your help. No no emails. I have now contacted the support via chat and given the lady another email address from me. Now I got an email to the other address and should now verify myself. I hope that the payment will then work smoothly.

Many greetings

Hallo,

vielen Dank für Ihre Hilfe. Nein keine E-Mails. Ich habe mich jetzt mit dem Support per Chat in Verbindung gesetzt und der Dame eine andere E-Mail Adresse von mir gegeben. Nun bekam ich auch eine E-Mail auf die andere Adresse und soll mich nun verifizieren. Ich hoffe, dass die Auszahlung dann reibungslos funktioniert.

viele Grü?e

Thank you very much Lisa for the update. Please keep me informed about your withdrawal. I wish you best of luck and wait for your reply patiently.

Thank you very much Lisa for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Thank you very much, if you need more information from me, I will be happy to help.

vielen Dank, wenn Sie noch weitere Infos von mir brauchen, stehe ich gerne zu Verfügung.

Hi Lisa,

I looked at your complaint and understand the situation. There seems to be a problem with the verification emails in the casino that causes delay. I had a complaint just like this one about a week ago. The player received the verification email after a week. I recommend you to wait for the email, do not close your account or spend the funds. In the meantime, I will contact the casino and see if they can speed up the process.

Okay, that sounds good. Exactly, it's about the confirmation email, which I don't get. Now I should provide another email address that the support at Vulkan Vegas stores this to send the confirmation email. However, you have to answer many questions and only answer to the email sent to [email protected]. I did that and got error messages when sending the email. It is still unclear to me whether the email actually arrived. Furthermore, I have deposited some documents in my profile under KYC review, which are also not confirmed, but this will probably take a few days.

many thanks for your help.

Many greetings

Okay, das klingt gut. Genau, es geht um die Best?tigungsmail, die bei mir nicht ankommt. Nun sollte ich eine weitere E-Mail Adresse angeben, dass der Support bei Vulkan Vegas diese hinterlegt, um die Best?tigungsemail zu schicken. Allerdings muss man hierzu viele Fragen beantworten und ausschlie?lich soll nur auf die hierzu gesendet E-Mail von [email protected] geantwortet werden. Das tat ich und bekam Fehlermeldungen beim versenden der E-Mail mir ist nach wie vor unklar ob die E-Mail überhaupt angekommen ist. Desweiteren habe ich einige Dokumente in meinem Profil unter KYC-überprüfung hinterlegt, die auch nicht best?tigt werden, aber das wird vermutlich ein paar Tage in Anspruch nehmen.

vielen Dank für Ihre Hilfe.

viele Grü?e

Hello Lisa,

I can confirm we are having technical issues with our mailbox. Our tech dept. is doing their best to fix the issue.

On the other hand, our support has just sent you another e-mail with a confirmation link.

Please kindly follow the instructions and congrats on your winnings!

Best regards,

Alex

Hi,

that's right. I could now actually confirm my email address.

I hope that the verification will work now.

Sincerely yours

Hallo,

das ist richtig. Ich konnte meine Email Adresse nun tats?chlich best?tigen.

ich hoffe, dass das mit der Verifizierung jetzt auch noch klappt.

Mit freundlichen Grü?en

Hello Lisa and Alex,

Thank you for the update. That's good news. I will now mark the complaint as 'resolved' in our system. Lisa, you are welcome to reopen the complaint should any problems with the verification or withdrawal of your funds occur. Thank you for your cooperation and for using the Casino Guru complaint resolution center.

Best regards,

Peter