Vulcan Casino - У гравця проблеми з підтвердженням облікового запису.

I have already withdrawn earnings from my account and now that I have earned a little more they are verifying my account again and they are putting many obstacles for me and they even ask for my passport and so they took a card from me that I no longer use since it was credit but with the 1ue I have been depositing already lew I sent account statements photos and others and even so nothing can help me

Ya he retirado de mi cuenta ganancias y ahora que gane un pocomas me estan verificando nuevamente la cuenta y me estan poniendo muchas trabas ya asta el pasaporte me piden y asi me sacaron una targeta que ya no uso ya que era de credito pero con la 1ue he estado depocitando ya lew mande estados de cuenta fotos y demas y aun asi nada me pueden ayudar

Dear MiguelAQR,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you provide a link to the casino website, so we can make sure the correct casino is contacted?

Did you provide a photo of your passport and of the card you used to deposit with? Have you provided all the required documents as soon as possible and in the correct format?

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

If I have sent everything, if you like, I will share my social security birth certificate

Si he mandado todo sigusta les comparto mi acta de nacimiento seguro social

Dear MiguelAQR,

Could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru?

Dear MiguelAQR,

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 very much I pressed them and they already deposited it to me thank you very much

Muchas gracias los precione y ya me lo depositaron muchas gracias

Dear MiguelAQR,

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,

Tomas

Casino.Guru