Hello!

To use all the functions of your account, including withdrawing your winnings, it's necessary to undergo a standard KYC check process. We ask you to upload the following documents in your profile under the tab "KYC Verification" and to contact us:

1) A document proving your identity (Identity card, driver's license, passport);

2) A photo of both sides of your credit card: 401188******3307/09/2024. The first six and last four digits should be visible. (The CVV code should be concealed, the card should contain the holder's signature).

3) A high-quality photo in which you hold your identification (ID card) and credit card in your hands next to your face;

4) A document that can prove your domicile (e.g. a copy of a bill or utilities statement). The document should have been issued within the last three months.

To pass the identification process, you should provide all data in high quality.

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For any further queries, please contact usChat

Email

Best regards, Brooke

VulkanVegas Customer Support

I did this, sent the photos to Vulkan Vegas, and waited to see whether the photos would be accepted or not.

However, I received no response, and then received a new request, without any explanation as to which documents were accepted and which were not. I find this to be quite unprofessional, nothing has happened since then.

Can you please contact the casino regarding this, or am I mistaken ?

Here is their second request - it seems rather ridiculous to ask for a KYC for an amount of roughly 70 €, I also don't know how to process it

To use all the features of your account, including withdrawing your winnings, it is necessary to perform a standard KYC check. For this, we ask you to upload the following documents in your profile on the "KYC Verification" tab and get in touch with us :

1) We ask you to provide a bank statement from the non-personalized 401188******3307/09/2024 where the card number and the full name of the holder can be seen, or to provide a screenshot from the personal account where the card number and the full name of the holder can be seen.

2) A document that can prove your residency (e.g. a copy of a bill or utilities statement). This document should have been issued within the last three months.

To pass the identification procedure, all data must be of high quality. Thank you

Go to the site

Hallo!

Um alle Funktionen Ihres Kontos, einschlie?lich der Auszahlung Ihrer Gewinne, zu nutzen, ist es notwendig, ein Standardverfahren des KYC-Сheck durchzuführen. Dafür bitten wir Sie, die folgenden Dokumente in Ihrem Profil auf dem Tab "KYC-überprüfung" hochzuladen und sich an uns zu wenden: 

1) Ein Dokument, das Ihre Identit?t nachweist (Personalausweis, Führerschein, Reisepass);

2) Ein Foto von der beiden Seiten Ihrer Kreditkarte:401188******3307/09/2024. Die ersten 6 und letzten 4 Ziffern sollen sehbar sein. (Der CVV-Code soll verbergt sein, die Karte soll die Unterschrift des Inhabers ent-hal-ten).

3) Ein hochwertiges Bild, auf dem Sie Ihren Ausweis (ID-Karte) und Kreditkarte in den H?nden neben Ihrem Gesicht halten werden;

4) Ein Dokument, das Ihren Wohnsitz nachweisen kann (z.B. Kopie einer Rechnung oder Nebenkostenabrechnung). Das Dokument soll innerhalb der letzten drei Monate ausgestellt werden.

Um die Identifikationsprozedur zu bestehen, sollen Sie alle Daten in hoher Qualit?t bereitstellen. 

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Bei weiteren Fragen kontaktieren Sie bitte unsChat

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Freundliche Grü?e, Brooke

VulkanVegas Kunden-Support

Ich habe das auch getan, die Fotos wurden an Vulkan Vegas geschickt, ich habe demnach darauf gewartet ob die Fotos nun akzeptiert werden oder nicht.

Ich erhalte darauf aber gar keine Antwort, ein neue Forderung geht einfach ein, ohne überhaupt darauf zu reagieren, welche Dokumente angenommen wurde und welche nicht. ich finde das einfach unseri?s, seitdem herrscht Stillstand.

K?nnen Sie bitte das Casino in diesem Sinne kontaktieren, oder liege ich falsch ?

Hier ihre zweite Anforderung, ich finde es etwas l?cherlich ein KYC anzufordern, für einen Betrag von ca 70 €, ich weiss auch nicht wie man den abwickeln soll

Um alle Funktionen Ihres Kontos, einschlie?lich der Auszahlung Ihrer Gewinne, zu nutzen, ist es notwendig, ein Standardverfahren des KYC-Сheck durchzuführen. Dafür bitten wir Sie, die folgenden Dokumente in Ihrem Profil auf dem Tab "KYC-überprüfung" hochzuladen und sich an uns zu wenden: 

1) Wir bitten Sie einen Kontoauszug von der Bank von der nicht personalisierten 401188******3307/09/2024 zu geben, wo man die Kartennummer und den vollst?ndigen Namen des Inhabers sehen kann, oder einen Screenshot vom pers?nlichen Konto zu geben, wo man die Kartennummer und den vollst?ndigen Namen des Inhabers sehen kann.

2) Ein Dokument, das Ihren Wohnsitz nachweisen kann (z.B. Kopie einer Rechnung oder Nebenkostenabrechnung). Das Dokument soll innerhalb der letzten drei Monate ausgestellt werden.

Um die Identifikationsprozedur zu bestehen, sollen Sie alle Daten in hoher Qualit?t bereitstellen.  Danke

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Dear kniwli,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Have you sent the requested documents to the casino again?
• When have you sent the documents and when was the last time the casino responded to you?

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,

Tomas

Hi,

I wonder why the casino didn't request it at the beginning.

I have a question, what kind of documents do you have to send in for KYC, that has never been asked of me before. I thank you for every answer.

Hi,

ich frage mich warum das Casino es nicht gleich am Anfang angefordert hat.

Ich h?tte eine Frage, was muss man bei KYC überhaupt an Dokumenten einschicken, das wurde noch nie von mir verlangt. Ich danke für jede Antwort.

I have now received different requirements, I don't know what to do

Ich habe ja jetzt andere Anforderungen bekommen, ich weiss nicht was ich tun soll

Hello,

I'll give you more details about my case.

Credit cards issued by the post office have no name, I can also send these to you.

That's why I sent Vulkan Vegas a authentication certificate (or RIB = relévé d'identité bancaire) of my account, that should theoretically be fine, but I haven't heard anything from Vulkan Vegas, and that's for over 7 days, it's desperate.

Somehow you can't shake the suspicion that the casino is simply abusing its claims (which are legitimate) and the customer is simply not informed.

I also wonder why Casino Guru Vulkan can rate Vegas so highly, these visibly intentional problems are just a shame.

Hallo,

ich gebe Ihnen weitere Details zu meinem Fall.

Kreditkarten, die von der Post ausgestellt werden, sind ohne Namen, ich kann Ihnen diese auch schicken.

ich habe Vulkan Vegas deshalb eine Beglaubigungsurkunde ( oder RIB = relévé d'identité bancaire ) meines Kontos geschickt, das sollte so theoretisch in Ordnung gehen, aber h?re ich nichts von Vulkan Vegas, und das schon seit über 7 Tagen, es ist zum Verzweifeln.

Irgendwie wird man den Verdacht nicht los, dass das Casino einfach hier seine Forderungen ( die berechtigt sind ) einfach missbraucht, der Kunde wird einfach nicht informiert.

Ich frage mich auch wieso Casino Guru Vulkan Vegas so hoch bewerten kann, diese sichtbar gewollten Probleme sind einfach nur eine Schande.

If the card without your name on it was issued to you, I believe there will be a way to complete the verification process.

Does your bank statement include records of the card number used for transactions?

Could you please send me there correspondence between you and the casino with the new requirements the casino requested from you? My email is [email protected]

Hello,

I only received 2 requirements from the casino, which are shown in full here.

I never received a response of any kind.

I will contact you by email

kniwl

Hallo,

ich habe nur 2 Anforderungen vom Casino erhalten, die sind hier integral abgebildet.

Ich habe nie eine Antwort in irgendeiner Form erhalten.

Ich kontaktiere sie per e mail

kniwl

Thank you very much, kniwli, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, I hope so too, but it is very frustrating to see that you have not received a single message telling you which document was accepted and which was not. Rather, it seems that all the answers are simply computer-generated; it is certain that no one has looked at these emails yet.

Hallo, das hoffe ich auch, es ist aber sehr frustrierend zu sehen, dass man nicht eine einzige Nachricht erhalten hat, welches Dokument angenommen, und welches nicht. Es scheint vielmehr, dass alla Antworten einfach nur computergeneriert seien, es hat sich mit Sichergeit bisher noch niemand diese Mails angesehen.

Dear kniwli,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Vulkan Vegas Casino representative to join this conversation.

Dear Vulkan Vegas Casino,

Could you please clarify, what the player can do to complete the verification process and receive his winnings?

Thank you in advance,

Mirka

Dear kniwli

Please kindly refer to the latest e-mail.

Regards

Hello Vulkan Vegas,

I have send you all these documents, but I never got an answer what was accepted and what was not acccepted.

All these answers seem to have been computer generated, I am afraid.

Dear Vulkan Vegas Casino,

Could you please specify, which of the player's submitted documents were accepted, and which didn't meet the criteria, and need to be submitted again?

Thank you for your cooperation,

Mirka

I have now sent the xth invoice with my address, but that doesn't seem to impress the casino.

Ich habe ja inzwischen die xte Rechnung mit meiner Adresse geschickt, aber das scheint das Casino wenig zu beeindrucken.

Hello kniwli

The document is outdated.

Please provide a relatively "fresh" one, as per instructions.

Thank you very much for cooperation!

Kind regards

Outdated? I sent you an invoice from January 2024, it's getting more and more colorful!

Veraltet ? ich habe Ihnen ein Rechnung von Januar 2024 zukommen lassen, es wird ja immer bunter !

Dear

We've sent multiple e-mails and you have not yet provided the requested documents.

Please kindly refer to the screen below:

Kind regards

Dear kniwli,

Since we still do not know the specific problem with your submitted documents, could you please send me the documents mentioned by the casino support to [email protected] ? We will try to take a closer look at why the casino might have a problem approving them.

Thank you for your cooperation,

Mirka

At some point it's enough. More effective means are being considered, as is done in the milieu.

Irgendwann reicht es. Es werden schlagfertigere Mittel in Erw?gung gezogen, wie man das im Milieu so macht.

Dear kniwli,

Could you please confirm, if I understand it correctly, that you would like this case to be closed?

Thank you.

I just want to solve this case, but there is not the slightest will on Vulkan Vegas' part to do anything to solve the case - I sent Vulkan Vegas an invoice from January 2024, and I was told that the invoice was out of date .

Everything in life has its limit, do you want to be fooled in the long run?

Ich m?chte diesen Fall einfach l?sen, aber es fehlt der geringste Wille auf Seiten von Vulkan Vegas, irgendetwas dazu beizutragen, dass sich der Fall l?st- Ich habe Vulkan Vegas eine Rechnung von Januar 2024 geschickt, darauf bekomme ich den Bescheid, die Rechnung sei veraltet.

Irgendwie hat alles im Leben sein Limit, m?chten Sie auf Dauer verarscht werden ?

I contact the Maltese publisher of the license, it's time to take action

Ich wende mich an den maltesischen Herausgeber der Lizenz, es wird zeit zum Handeln

Dear kniwli

Please kindly refer to the latest e-mail request.

Thank you for cooperation!

Kind regards

Dear kniwli,

I need to change the status of the complaint according to the current state.

• If you submitted a complaint to MGA, please send me a confirmation, that the MGA will engage in handling this complaint, and I will change the status to "waiting for regulator decision",
• or If not, please send me the documents mentioned by the casino support to [email protected]. We will try to take a closer look at why the casino might have a problem approving them.

Thank you for your cooperation.

Hello,

I have submitted additional documents to Casino Guru, I'll wait and see...

Hallo,

ich habe zus?tzliche Dokumente bei Casino Guru eingereicht, ich warte dann mal ab...

Dear Kniwli, 

I couldn't find any documents from you in my inbox. Could you please try sending them to my email address again? 

Thank you.

Hi Marka,

I want to thank you for your help ( especially for giving me an idea about a screenshot on my Credit Card

The problem has been solved. It is a liitle bit sad, that I got no explanations what and why what document was accepted or not, there was no answer to my questions from Vulkan Vegas, and I had no idea what a KYC verifycation is really about.

Have a nice wekkend,

kniwli

Dear kniwli,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

www.kpvfaw.com