Fiery Play Casino - Withdrawal of player's winnings has been delayed.

Hello Casino Guru Team,

I am filing this complaint regarding FieryPlay (formerly VulkanBet / recently transferred to Kryztral Ltd.) because they are blocking my withdrawal of €4,013.73 through endless and repetitive KYC verification delays.

Over the past several days, I have submitted a large number of requested verification documents, all of which have been completed except for one final step: proof of a previous Bitcoin deposit.

The casino repeatedly asks me to provide a screenshot from my crypto wallet clearly showing the wallet address and the name of the cryptocurrency (Bitcoin). I have uploaded high-resolution screenshots—and most recently an official PDF document—multiple times, clearly showing every single detail they requested (wallet address, cryptocurrency name, transaction details).

However, the support team keeps rejecting the exact same proof over and over again with generic, automated excuses claiming that "the quality is insufficient" or that "information is missing," even though everything is 100% legible and clearly visible. It feels like a deliberate stalling tactic to wear me down so that I give up or lose my balance. Even the casino's own support team suggested that I file a complaint here on Casino Guru.

I have not touched my balance of €4,013.73 and am simply asking for my valid documents to finally be accepted and my withdrawal to be processed without further artificial delays.

Thank you for your help and mediation.

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Stay safe.

Dear man96,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center