The player from Germany struggled to complete the verification process at Vulkan-Spiele Casino after winning 700 euros and requesting a payout of 650 euros, which was rejected. The casino demanded selfies with each of his credit cards, including old and virtual ones, which he found impossible to provide. Despite submitting various documents, his payout request remained unresolved, and he received no support from customer service. We closed the complaint after the player informed us that he had gambled away the winnings due to the payout delay, and no refund or withdrawal was possible as the funds were no longer available.
Fiery Play Casino - Player's account is delayed due to verification issues.
Closed
Our verdict
Other
Amount: €2,000
Fiery Play Casino
Safety Index 7.4 Above averageCase summary
Discussion
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5 months ago
Translation
Hello, on March 14, 2026, I deposited €5 at Vulkan-Spiele Casino. No bonus.
I won 700 euros from that and made a payout of 650 euros.
This was rejected.
Because my verification wasn't approved. They suddenly wanted all my credit cards from the last few years, as well as all deposits.
I sent all credit card details via email because the automatic verification keeps reporting errors or no longer allows photos to be uploaded.
Two of the credit cards were old and have been replaced, and I only have photos of the front. There's nothing on the back anyway.
and 2 credit cards that are purely online and virtual cards. I can only take a screenshot of them.
I uploaded all cards and bank statements via email.
Then the payment was rejected again.
This time Vulkan wants to play a game where he records a selfie with every single credit card, similar to how I record every single one.
That's impossible because 2 old credit cards from my bank were destroyed by the bank, and the other 2 cards are virtual cards.
Please help me get my account verified so I can make my withdrawals.
Enclosed please find all cards, all bank statements and all documents that Vulkan Spiele requires.
In the chat, I'm constantly told that the selfie with each card is missing and that I should contact support. But they don't reply.
Thank you very much for your help.
[Redacted]
I now have a profit of 2000 euros in my account and have requested a payout of 500 euros.
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Hello,
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 please advise which documents you have already provided and when exactly did you send the last one? 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,
Attila
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5 months ago
TranslationHello, I submitted all the documents they requested, except for the selfies with each credit card. Since I've had the Vulkan account for a while, two of my credit cards from my bank, Norisbank, have been replaced and the old ones destroyed. However, I still have a photo of each credit card. Two of the credit cards are virtual; I don't have physical copies, but I do have screenshots of them.
That's why taking a selfie with any card is impossible.
The verification process for Vulkan games seems to be automatic, but it keeps giving me errors. And I've already uploaded so many photos that I can't upload any more.
That's why I also sent everything to support via email.
I'll upload the folder including the emails from Vulkan games.
I sent a screenshot of every single funded transfer.
as requested.
All credit cards I used for deposits. Either as a photo or a screenshot. My ID card (front and back). And a bank statement as proof of address.
I'm trying to upload them as a single PDF file. Some images might look a little strange; that's a known issue during the PDF conversion. Vulkan Spiele received all the original photos via email.
Uploading is no longer possible due to too many files. Additionally, the virtual credit cards are reported as an error during the upload process.
And you want front and back photos of all the Norisbank credit cards, even though the back is blank and I only have the front of my two old credit cards. I've already sent the front and back of my current card, along with a selfie.
As I said, automatic verification in the app or in my account is not working.
I also reported the error but never received a response from support. And in the chat they told me that verification isn't possible without a selfie with each credit card.
But the bank destroyed the old credit cards.
If you send me an email address or tell me where I can upload everything for you.
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4 months ago
Dear Player,
Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and cooperation.
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4 months ago
TranslationThank you so much for your help. That did the trick. The money was gambled away. I don't really know why.
The payout took too long.
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4 months ago
Dear sajong, thank you for your reply.
I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Attila
