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Hi, my name is Valeria, it's been 4 weeks since I sent all my documents for KYC verification from the vulkan vegas casino and so far I haven't had any position from them. can you help me with this please

in advance

Valeria

Olá me chamo Valéria, faz mas de 4 semanas que eu enviei todos meus documentos para verificação KYC do cassino vulkan vegas e até agora não tive nenhuma posição deles mandei e-mail pra saber se tinha algo de errado, e eles não me responderam, alguém pode me ajudar com isso por favor

Anteciosamente

Valéria

Dear Valéria,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

Lastly, could you please specify the disputed amount?

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,

Petronela

hello petronella

The amount in my account is R$16,757.20, I understand that it takes time, and I totally agree with that, I would like to know how long it takes, less than 1 month or longer?

I have not been informed if there is something wrong with the verification, if something is missing or something is wrong I would like to be told I can try to fix it if possible, but no one answers me.

I thank you for answering me

in advance

valeria

Olá petronela

O valor que tem em minha conta é R$16.757.20, entendo que leva tempo, e concordo totalmente com isso, gostaria de saber quanto tempo leva, menos de 1 mês ou leva mas tempo ?

Eu não fui informada se tem algo de errado com a verificação, se estiver faltando algo ou tiver algo de errado gostaria que me falassem eu posso tentar consertar se for possível, mas ninguém me responde.

eu agradeço por ter me respondido

Anteciosamente

Valeria

Dear Valéria

Please kindly make sure you are uploading the picture in .png or .jpeg format.

In case of any issues, you can always send the picture via e-mail, and inform the support via online chat to speed up the process.

Thank you!

Kind regards

This is great, I will do it thanks

Isso é ótimo, farei isso obrigada

Hi, I emailed the photo to vulkan vegas casino support, now just wait, if they answer me or if they see my email

Waiting 📲

Olá, eu enviei a foto por e-mail para o suporte do cassino vulkan vegas, agora é só esperar, isso se me responderem ou se eles verem meu e-mail

No aguardo 📲

Try reducing the message size and resending. Thank you very much in advance.

a day later i received this email

Can you tell me what this is

I resent my documents to vulkan vegas support just in case, I'm waiting for their response

um dia depois recebi esse e-mail

Podem me dizer oque é isso

Eu reenviei meus documentos para o suporte do vulkan vegas só por precaução, estou aguardando a resposta deles

Dear Valéria,

If you have sent an email with attachment that is too big you might experience this issue. You can upload all the required documents for the KYC inside your casino account under the KYC Verification button.

I've already done that too, I just want my cobta to be verified that's all, I understand that it's your protocol, but it's taking too long.

Já fiz isso também, só quero que minha cobta seja verificada só isso, entendo que e protocolo de vocês,mas está demorando muito.

Thank you, Valéria, for your reply.

Dear Vulkan Vegas Casino team,

Is there anything else needed from the player? Looking forward to hearing from you.

I appreciate you helping me through this waiting process.

Thank you, Petrolella.

Eu agradeço por estar me ajudando nesse processo de espera.

Obrigado, petronela.

Dear Valéria

Please kindly make a withdrawal request

Kind regards

Dear Valéria,

Both sides, the Vulkan Vegas Casino team, and Casino.Guru, are trying to help you. Please let me know as soon as you will be able to place a withdrawal request. Looking forward to hearing from you.

ok i will do it today

Ok, irei fazer hoje mesmo

prontinho're done

prontinho tá feito

Please let me know when the payment will reach you. Thank you very much in advance.

Dear Valéria

You can check the status of the transaction in your profile. I doubt this from VulkanVegas.

Why wouldn't you use pay4fun to withdraw your winnings? Should be much faster than bank transfer.

Kind regards

Ok 👍

Please let me know, Valéria, when you receive your payment.

Hello petronella, stopping by to let me know that I received the withdrawal I made, and now everything is fine I managed to successfully withdraw, I really appreciate your help and your time

Olá petronela passando aqui pra avisar que recebi o saque que fiz, e agora está tudo certo consegui fazer saque com sucesso, eu agradeço muito por sua ajuda é pelo seu tempo

Hope you don't have any problems, thanks for the help of vulkan vegas casino and casino Guru too

Espero que não tenha mas nenhum problema, agradeço a ajuda do cassino vulkan vegas e ao cassino Guru também

Dear Valéria,

May I kindly get your confirmation that you also received 10,000.00 BRL via pay4fun

Thank you in advance!

Best regards

Hi, I ask you to cancel this transfer, my account is inactive at pay4fun, I will only work with my bank account at the moment, I don't have access to my pay4fun account so I haven't received any transfers yet, so please you guys from vulkan vegas casino can cancel this transfer

Thank you in advance for your help

Olá, peço que cancelem essa transferência, minha conta está inativa na pay4fun, irei trabalhar só com minha conta bancária no momento, não estou tendo acesso na minha da pay4fun então não recebi ainda nenhuma transferência, então por favor vocês do cassino vulkan vegas podem cancelar essa transferência

Agradeço desde já a ajuda de vocês

Thank you, both sides, for the updates.

Dear Valéria,

Could you please confirm that this case can be closed as resolved or you are planning to request another withdrawal?

I just want you to cancel this 10,000 transfer, and everything can go as resolved.

Só quero que cancelem essa transferência de 10.000,00 , e tudo pode se dar como resolvido

Dear Valéria

We have asked the payment provider to cancel the request. It's a bit strange, you made a request (and in such amount) to the payment method that is not functional 🙂

Best regards

Ok, thanks for your attention and help 👍

Ok, obrigada pela atenção e ajuda 👍

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Valéria, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru