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I have been trying to make a withdrawal for 2 days I receive an email that verifies that the withdrawal has been accepted but during the next morning it tells me that it is rejected due to lack of identity verification and I have already given them All the information they request takes a long time and in their This textual account that the delay of a withdrawal cannot exceed two days but every time I make a deposit the transaction is very fast and for the withdrawal it is already frustrating it seems a scam.

Llevo 2 días intentando realizar un retiro me llega un correo que verifica que ha sido aceptado el retiro pero durante la mañana siguiente me dice que esta rechazado por falta de verificación de identidad y ya les entregue Todo la información que solicitan se demora mucho y en su cuenta esta textual que la demora de un retiro no puede superar los dos días pero cada vez que hago un deposito la transacción es muy rápida y par el retiro ya es frustrante parece estafa.

Dear Karla,

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?

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

Dear Karla,

Your withdrawal request was approved at 13.10.2021 05:06:59 (UTC)

Since this is a bank transfer, it may take up to 7 working days for money to arrive to your bank account.

Kind regards

Thank you very much, Vulkan Vegas Casino team, for the update.

Dear Karla,

Please let me know when you receive the money. Looking forward to hearing from you.

Dear Karla,

Please kindly confirm the winnings were received on 14.10.2021 14:40:13 (UTC)

We also see that you deposited afterwards on 15.10.2021 20:18:41 (UTC)

Thank you in advance!

Kind regards

Dear Karla,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.