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within six days this casino does not withdraw my winnings of 5000 rubles made on a deposit. I've been playing with them for over six months. They demanded a bunch of documents. and all the time new and new ones ask for a photo with a bank card. I say it is virtual from a kiwi wallet it is not in nature I can not take a photo again write take a photo. it's just awful. Obviously, they really do not want to give away the winnings and find various pretexts. do not contact this casino. Very bad!!!!!!!!

в течнии шести суток это казино не выводит мой выигрыш 5000 рублей сделан на депозит. Я у них играю больше полгода. Затребовали кучу документов. и все время новые и новые просят фото с банковской картой. я говорю она виртуальная из киви кошелька ее нет в природе я не могу сделать фото опять пишут сделайте фото. это просто ужас. Очевидно, что очень не хотят отдавать выигрыш и находят разные предлоги. не связывайтесь с этим казино. Очень плохое!!!!!!!!

Additional comments from the player:

"I made a deposit with a qiwi card on June 21, 2021 and won 5000 rubles in this casino for centuries. put them to the conclusion. They do not require anything from me: data on the Yandex wallet (screenshot of the account) from which I made a deposit more than six months ago (I closed it a long time ago) and what does it have to do with the current deposit. in addition, according to the statement from the kiwi card, they demanded that the statement should contain a different card number: **** 49474796 **** or 4890 ******** 0805, but it is obligatory: 48904947 **** 0805. But there, on the site, an extract is formed, not I do it. Well, they just don't know what to invent just not to pay"

Dear cnfhbytw,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

the fact is that they demanded data on the electronic wallet from which I made a deposit six months ago and closed it long ago, no deposits were made from this wallet in June (why do they need this data) I sent my photo with a passport and registration screenshots from the unlockouts of all wallets ... Now they demand that the card number in the statement on the qiwi card should be different, but the statement is made by the qiwi website, not me, they have such a form, I sent the full card number and there is my full name and passport. But they are like an old woman in a fairy tale about a fisherman and a fish, give them something, this is not so. Why, then, the player is not immediately verified, they accept deposits even with an empty profile, and there are a thousand reasons to pay out the winnings. From the day of my application for the withdrawal went the eighth day and things are still there.

дело в том, что они потребовали данные по электронному кошельку с которого я делала депозит полгода назад и давно его закрыла, депозиты в июне с этого кошелька не делались (зачем им эти данные) я отправила свое фото с паспортом и пропиской скриншоты с анкаутов всех кошельков. Теперь они требуют чтобы в выписке по киви карте номер карты стоял по другому, но ведь выписку делает сайт киви, а не я , у них такая форма, я отправила полностью номер карты и там есть мои данные ФИО и паспорт. Но они как старуха в сказке про рыбака и рыбку, подайте им то, это не так. Почему тогда сразу так игрока не верифицируют, принимают депозиты даже с профилем незаполненным, а как выплатить выигрыш тысяча причин. Со дня моей заявки на вывод пошли восьмые сутки а воз и ныне там.

I presented all the documents, from which it is quite clear that I was it and I confirmed the payments. they also demanded all the details of the qiwi bank with a seal (tell them why did I make a deposit from a virtual qiwi wallet card, screenshots of my account and vipiska on the card, why should I also search for and send the bank details to them ???

Документы я все представила, из которых вполне понятно что я это я и платежи подтвердила. еще затребовали все реквизиты банка киви с печатью (скажите а это им зачем я делала депозит с виртуальной карты киви кошелька скриншоты своего анкаута и виписки по карте сделала, почему я должна еще и реквизиты банка им искать и пересылать???

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

Dear cnfhbytw,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Vulkan.bet Casino to join this conversation and comment on cnfhbytw’s complaint.

Today I was in correspondence with the casino again. Since I was asked to provide data from a closed wallet in the following form: "provide a statement of the balance on the account of the wallet (yumani or yumani) number 4100 ***** 8230. I asked to clarify the full wallet number and where is it from (yumani or yumani) when I made a deposit with it and for what amount, so that I could navigate where to make a request and what wallet number. They refused to provide me with this data. This data is not in my profile in the payment history. It feels like this deposit did not exist at all and I have to search non-existent document.

Сегодня опять вела переписку с казино. Так как с меня затребовали данные с закрытого кошелька в такой форме: " представьте выписку об остатке по счету кошелька (юмани или яндекс) номер 4100*****8230. Я попросила уточнить полный номер кошелька и откуда он (Яндекс или юмани) когда я с него делала депозит и на какую сумму, чтобы мне ориентироваться куда делать запрос и какому номеру кошелька. Мне эти данные отказались представить. Этих данных нет и в профиле моем в истории платежей. Такое чувство что этого депозита вообще не было и я должна искать несуществующий документ.

Thank you, cnfhbytw, for the update. Unfortunately, we still haven’t received any response from the casino regarding your case.

We would like to ask Vulkan.bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear cnfhbytw,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue. I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello all,

We'd like to confirm that the player's account is/was fully verified, the withdrawals are successful.

There are currently no active/pending withdrawal requests.

Kind regards

Thank you, Vulkan.bet Casino team, for the update. We’re glad to hear there has been progress in this matter.

Dear cnfhbytw,

Can you please confirm that the situation has been resolved? Kindly let us know if there’s any we can help further.

Looking forward to hearing from you.

Yes, the money was withdrawn, thank you, but how much did it cost nerves, Thank you for your assistance, if not for you, I would not have received anything

да деньги вывели, спасибо, но сколько это стоило нервов, Спасибо Вам за содействие, если бы не вы, ничего я бы не получила

Thank you very much, cnfhbytw, for confirming. I’m sorry to hear that the verification process ended up being more tedious than expected, but we’re glad that you were able to withdraw your winnings in the end.

As the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru