Vulkan Vegas Casino - Вывод игрока был отложен.

Hello. I'm experiencing a problem with withdrawing my funds. The last withdrawal of 525 euros was canceled by the casino, and they blocked the withdrawal of funds on 06.01.2025. I checked in the chat and they informed me that I need to provide additional (I had already successfully completed verification) photo for verification. Specifically, a selfie with the document in hand against the background of a laptop with my account open on the site. On 08.01.2025, I uploaded several photos. It has been three weeks and the casino has not reviewed the photos. They are not responding to my emails. In the chat, the staff give standard replies like "please wait," "I'll forward your request," etc. I could be waiting for verification for ages. I would really prefer not to.

Здравствуйте. Возникла проблема с выводом средств. Последний вывод на 525 евро казино отменили и заблокировали вывод средств 06.01.2025. В чате я уточнил, что мне необходимо предоставить дополнительную (Ранее я уже успешно прошел верификацию) фотографию для верификации. Конкретно, фото селфи с документом в руке на фоне ноутбука с открытым аккаунтом на сайте. 08.01.2025 я загрузил несколько фотографий. Прошло три недели. Казино фото не проверяет. На почту не отвечает. В чате сотрудники отвечают шаблонными ответами "ожидайте", "я передам ваш запрос" и т.д. Я так могу до старости ожидать верификации. Не хотелось бы.

Dear Dekhti90,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've been facing with your withdrawal and the verification process.

To better understand your situation, could you clarify a few points for me?

• Could you confirm if you've received any communication from the casino since you uploaded the requested photos on 08.01.2025?
• Have you been given any specific reason why the verification process is taking so long, or is it just standard replies you’re receiving?
• Were there any other details or instructions the casino gave regarding the photo submission, such as preferred image quality or format?
• Could you provide a timeline of your previous interactions with the casino about this issue, especially any chat or email communication that might be relevant?

Your cooperation is crucial for us to be able to look into this case properly and approach the casino on your behalf. We want to ensure that everything is handled as efficiently as possible.

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I have not received any messages from the casino. Moreover, I have written to them several times by email. There were no answers. Every time I wrote in the chat, I was told "wait". No specific reasons were given. The operators did not respond to the deadlines. Everyone's answers were template. The same. There were no details or instructions regarding the quality and format. If the format is not suitable, the photo cannot be uploaded to the site. Therefore, everything is fine with the format. I specifically sent three photos so that there would be no problems with the quality.

Я не получал никаких сообщений от казино. Более того, я несколько раз сам писал им на почту. Ответов не было. Каждый раз когда я писал в чат, мне отвечали "ожидайте". Никаких конкретных причин мне не называли. Операторы никак не реагировали на сроки. Ответы у всех были шаблонные. Одни и те же. Никаких деталей или указаний насчет качества и формата не было. Если формат не подходящий, фото невозможно загрузить на сайте. Поэтому, с форматом все отлично. Я специально отправил три фотографии, чтобы не возникло проблем с качеством.

Hi Dekhti90,

I’m sorry to hear about your continued difficulty with receiving a response from the casino. It must be incredibly frustrating to be left without any clear instructions or explanations.

• To assist you further, could you kindly send me the photos you mentioned to petronela.k@casino.guru? I’d be happy to review them and check if there are any issues with the format or quality that might be causing problems.

Looking forward to your reply.

Greetings,

According to our records, the player received their money at 03.02.2025 13:06:40 (UTC)

Kind regards

Dear Dekhti90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you, Vulkan Vegas Casino Team, for your assistance.

Dear Dekhti90,

We regret to inform you that we must reject this case due to the lack of response from you to our messages and questions. Without your input, we are unable to proceed with further investigation or explore potential solutions to resolve the issue.

While we have reason to believe that the player has received their winnings, we cannot confirm this without their confirmation. As a result, we have no choice but to close the complaint. However, the player retains the option to reopen it at any time in the future should they decide to do so.

We remain open and willing to assist if they choose to resume communication.

Best Regards,

Petronela

Casino.Guru