The player from Austria faced issues withdrawing €117.30 from Vulkanspielecasinp, as the casino claimed his account was not verified despite his confirmation of verification for previous withdrawals of €500. He had submitted the requested documents and received written assurances from staff, but customer support remained unresponsive. The complaint was marked as resolved by the player, indicating that the issue had been addressed to his satisfaction. We acknowledged the resolution and closed the case, offering further assistance if needed.
Fiery Play Casino - Player’s withdrawal is delayed due to account verification claims.
Resolved
Our verdict
Case closed
Amount: €140
Fiery Play Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Hello
Vulkanspielecasinp is constantly refusing to pay me €117.30 because apparently my account is not verified.
Three employees of the online casino confirmed that my account was verified - five withdrawals of €500 each were processed, but now, with the last withdrawal of €117.30, my account is no longer verified and they are constantly refusing the withdrawal, even though several employees assured me in writing that my account was verified and I also sent the requested documents.
Forget about support; they don't respond and sometimes don't even help.
Automatic translation:
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3 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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3 months ago
Dear Andreas15,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Could you please clarify the exact date when you requested the withdrawal?
- Which verification documents have you already submitted, and how long ago did you submit them?
- Has the casino indicated any issues with approving any specific documents?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Petra
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3 months ago
TranslationHello
I have already submitted several documents: passport, proof of address, photo with open passport, side-by-side deposit slips, selfie with date, selfie with passport, etc.
The first payout of €166 was on January 8, 2026.
The second and third of €500 on 13.1.26
and on 22.1.26 from €250
And now they're saying my account isn't verified and they can't process the payout of €117.
Then they said again that my account was verified but they needed additional documents - deposit slips and a selfie, which I also sent to the casino by email - now they say again that my account is not verified and they cannot process the withdrawal and that the processing will take 60 days, even though an employee said yesterday it would take a maximum of 2 days.
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3 months ago
Thank you for your reply and for providing the previous details, Andreas1506.
- Has the casino indicated any issues with approving any specific document?
- Could you please let us know when you made your last successful withdrawal and how long it took to be processed?
- Additionally, could you update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
Finally, could you provide any additional communication regarding the current/previous verification processes you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.
Thank you again for your cooperation.
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3 months ago
TranslationHello
No, everything was correct as I submitted it and was approved. It's just that they say my account is verified one minute and then suddenly it isn't, then it's verified again, etc.
Yes, processing took a maximum of 1 day per payout, sometimes only 3-4 hours.
I made a withdrawal on January 8, 2026.
on 12.1.26 and on 13.1.26
It's still showing as pending, and when you contact support, you get no response; they just keep asking the same thing.
yes i do
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Andreas1506,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
