I'm waiting for the 5th day for account verification, what's going on

Dear Angel,

Thank you very much for submitting your complaint. I’m 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. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly.

Have you been advised what caused a short delay? Have you accumulated your winnings with or without active bonus?

Looking forward to hearing from you.

Best regards,

Petronela

with a bonus of 50 turns when registering they said that the documents are ok I'm just waiting for the approval of the documents! I have deposited after that and I am waiting for account confirmation for 6 days now!

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Dear Angel,

Have there been any developments since our last conversation?

now write me when logging in your account is blocked why?

Have you tried contacting the casino?

Hello!

Your account has been blocked due to the violation of the club rules, namely abuse of bonuses on our website. 

All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Vulkanvegas administration have a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, Vulkanvegas reserves right to:

- forfeit the bonus allocated to the player and any winnings from that bonus;

- revoke, deny, or withdraw a bonus offer from a player;

- void the player's real money balance;

- block an access to Vulkanvegas;

- terminate the Account Holder’s account with immediate effect.

Dear Angel,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? 

Dear Angel,

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

big scammers are with this casino they paid me 600 euros left 1300 euros and the account was blocked by accident my phone connected to wifi at school and I logged in and my account was blocked? I couldn't get the money, I didn't play with wifi or anything and they blocked it, now they want me to return 600 euros and remove my balance to unblock the account for no reason, if I played I agree but they are big scammers and there is no problem with the account, give decision to fix?

Thank you, Angel, for getting back to us. Could you please advise if you have deposited any funds into your account when redeeming bonus, or it has been a free promotional offer. Ideally, please forward a specific link for the bonus you have activated and played along with any relevant communication. My email address is [email protected].

Furthermore, do I understand correctly that you’ve been paid €600 and now requested to return the profit? Looking forward to hearing from you. 

they paid me 600 euros, there were 1300 left, I was just waiting for approval, I went in to check and my phone was connected to wifi at the school I was going through and they blocked the account. I didn't play with wifi. okay until my phone connected to the school and then they blocked it quite stupidly from the casino nor did I play with the connection from the school there were 1300 euros left they want to fix the account to return 600 euros and remove my balance fraudsters don't play with them !!!!

Dear Angel,

I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Understand that all the requested information is essential if we wish to proceed with the case. 

Could you advise if you have deposited any funds into your account when redeeming bonus, or it has been a free promotional offer? Do I understand correctly that you’ve been paid €600 and now casino requested to return this profit? 

I played yes first with a free promotion everything was okay! they paid me 600 euros and left to pay me 1300 now they want me to return 600 euros and remove the other money from the account to be unblocked my phone got an error with the school internet and I decided to check what happens to the money and blocked the account and they blocked it, at least they wanted some more human

Could you please advise if you have deposited any funds into your account? Casino paid you €600 and now they want it back, is that correct?

Dear Angel,

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

The player can reopen this complaint anytime.