The player from Germany reported an unresolved withdrawal issue with Vulkan Vegas, concerning a payout of €1,300 dated January 19, 2026, which had not been processed. Despite ongoing communication and evidence provided by the player—including bank statements and game history confirming the payout and balance changes—the casino claimed a technical error had occurred in November 2025 where the withdrawal was paid but not deducted from the player's balance, leading to a later correction in January 2026. The player disputed this, asserting that the January winnings were legitimate and should not be offset against the prior error, and highlighted inconsistencies and alleged manipulation in the casino's transaction logs. After reviewing all evidence and communications, including the casino's detailed balance logs and explanations, the Complaints Team concluded that the casino's balance correction was justified due to the system inconsistency and rejected the complaint.
V.Vegas Casino - Player's payout has been delayed.
Unjustified complaint
Amount: €1,300
V.Vegas Casino
Safety Index:Very highCase summary
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Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Based on the screenshot you uploaded with your complaint, the withdrawal request of €1,300 from January 19 appears to have been declined. Could you please clarify why you believe this payment was successful?
- Have you checked whether the declined amount was returned to your casino account balance?
- There are several failed transactions visible in your transaction history. Were the amounts from these transactions always returned to your casino account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear Plette
Please kindly specify the disputed transaction ID.
Since d6573c77-1e9b-47e9-909e-d23136af232d definitely was not paid out to you.
Regards
Translation
Hello Veronika, hello Vulkan Vegas Team,
Thank you for your feedback. I would like to clarify the following points:
Missing funds: On January 19, 2026, €1,300 was deducted from my balance. Since Vulkan Vegas has now confirmed that the transaction (ID d6573...) was "definitely not paid out," it is clear that the casino is still holding my money.
No account access: Since I currently no longer have access to my player account, a credit back to the casino account is not an option for me. The money must be paid out directly to me.
False evidence: The ID previously sent by support (7dea1cf1...) is demonstrably from an old payment from November 2025. My bank has confirmed this.
Demand: Since the casino has now admitted its error (no payout was made), I demand the immediate manual transfer of €1,300 to my bank account. All necessary bank details are on file with the casino.
I'm attaching a screenshot of my history to this message, which proves that the €1,300 were deducted on January 19th.
Best regards
Sascha Plettenberg
Greetings,
We can firmly confirm, that transaction d6573c77-1e9b-47e9-909e-d23136af232d dated to 19.01.2026 18:04:25 (UTC) was not paid out to a player, since the player's balance was below the requested amount (1000 eur). Thus the transaction was cancelled.
We can also see another transaction -76a0c8db-2bd9-4ada-b1b5-45fe7e53963e (1300.00 EUR), most likely the player is interested in this one. This transaction was canceled, Reason: Canceled by player.
Hope this clarifies.
Regards
TranslationSubject: Contradiction to the statement by Vulkan Vegas (Transaction -76a0c8db-...)
Ladies and Gentlemen
I strongly disagree with the casino's account. The claim that the transaction of €1,300 was "cancelled by the player" is illogical and factually incorrect in the context of my account history.
Here is the actual sequence of events according to my game history:
Balance before payout: My account balance was 1,500 EUR.
Withdrawal request: I requested a withdrawal of €1,300. My playable balance then correctly decreased to €200.
The discrepancy: The casino now claims this transaction was canceled. In every casino system worldwide, a "cancellation" (whether by the player or the casino) means that the amount is immediately credited back to the player's account.
The proof: My account balance after the alleged cancellation remained at €200. The €1,300 was neither transferred to my bank account nor credited back to my casino balance.
My demand: If the casino claims the transaction was canceled, it must explain where the €1,300 is currently located. Since my account balance only shows €200, the casino has either withheld the money or there is a serious technical error.
I request that you ask the casino to provide proof of the whereabouts of the 1,300 EUR, as it has not been returned to my player account.
Best regards,
TranslationAs can be seen in the attached game history on page 1, my balance was exactly €1,503.63 on January 19, 2026, at 6:52:33 PM. Immediately afterward, I requested a withdrawal of €1,300. Since the casino claims the transaction was canceled, but the money never appears as a credit and my account balance remained at €200, it is proven that the money was withheld.
Dear Plette
Please kindly refer to your screen-shot.
We would also gladly provide the entire log of transactions to CasinoGuru for investigation, also we are ready to unblock your account if you confirm taht you do not have a gambling addiction.
Regards
TranslationWatch the success at 7 pm.
My game history shows a change at the same time from €1500 to €200, confirming that I'm right. I haven't received any money in my account yet; I've been waiting since January 19, 2026. It's really outrageous how they treat their online players.
I find it outrageous; I'm the only one presenting facts and evidence here. They're just dragging everything out and causing confusion.
TranslationGood evening everyone
Will this case still be processed? No answer for 4 days...
I apologize for my impatience.
TranslationI received this email on January 19, 2026, confirming the payment, which still hasn't arrived in my account.
Dear Plette
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
TranslationDear Veronika,
Thank you so much for the positive news. I'm pleased that the complaint is now moving to the next stage, and I thank you sincerely for your support so far. I will wait for Samuel's feedback.
Best regards,
Sascha Plettenberg
Hello everyone,
my name is Samuel, and I will be taking over this complaint as the dedicated resolver from this point onward.
Plette, Vulkan Vegas Casino, thank you both for your cooperation and the detailed explanations provided so far.
To ensure we can properly clarify the discrepancy regarding the €1,300 withdrawal from January 19, 2026, I would like to kindly ask for the following:
Vulkan Vegas Casino – could you please provide Casino Guru with a more detailed game log and full transaction history covering the relevant period, including balance movements before and after the disputed withdrawal request? This will help us clearly track whether the funds were canceled, credited back, or otherwise handled.
Plette – to support the investigation from your side, I kindly ask you to provide a bank statement starting from November 1, 2025 onward, showing all incoming transactions. This will allow us to verify whether the disputed amount was received at any point.
Once we have these materials, we should be able to move forward and determine what happened with the funds in question. Thank you both for your patience and cooperation so far.
TranslationHello Samuel,
I would first like Vulkan Vegas Casino to provide the official payment receipt (including transaction ID or ARN) for the alleged withdrawal on January 19th. Once the casino has provided this proof, I am happy to provide my bank statement for the corresponding period for verification. I believe it is the logical first step for the casino to prove the payment before I disclose my private banking details. I am happy to send you the withdrawal receipt from November 2025!
Regards, Sascha
TranslationTranslationI've sent so much evidence now, but VulkanVegas hasn't provided a single piece of proof that I'm wrong! I find what's happening here to be truly discriminatory! I clearly won in January! 1300 gone in one fell swoop, and we're discussing a single payout of 1300 in November 2025!! Why is this even being done? Is it for more advertising for VulkanVegas or what?
Dear Plette
Sorry it took a bit longer to complete the invstigation.
Upon investigation, it's been dicovered, that the withdrawal transaction was initially created and withdrawn 07.11.2025
The money was received by you, please find the confirmation below:
Due to technical reasons (solely internal technical reasons) the transaction status was updated within the casino platform, but the money was already received by you back in autumn 2025.
Kind regards
TranslationWe are looking for the 1300 euros that were gone all at once; that is the profit from November 2025.
TranslationI know I won in November, I had €1300 paid out then! But it's now January 19, 2026, where did the €1300 suddenly go?
TranslationThe game history shows that on January 19, 2026, I played up to €1900! Then it dropped to €1500... I actually made a withdrawal of €1300, and the list is also visible for January 19, 2026! I would like to have the €1300 back! When I came back online that day, only €200 remained from the €1500. €1300 suddenly gone, as you can also see in the game history.
TranslationTranslationHello Samuel, attached is the proof from my gaming history. It clearly shows that on January 19, 2026 , I had a balance of over €1,900 and was actively playing. Vulkan Vegas' claim that the payout was already processed in November 2025 (two months earlier!) is logically impossible. The casino is attempting to offset a new win with an old, completely unrelated payment.
Hello everyone,
thank you for the updates.
To clarify this case properly, the key point is the balance behavior on January 19, 2026. While the November 2025 withdrawal is not in dispute, the player reports that the balance was available and playable in January before dropping by €1,300.
Vulkan Vegas Casino, could you please provide a detailed game log or balance movement history for the relevant period, showing how the account balance was calculated and adjusted around January 19, 2026? This will help us clearly understand what happened with the disputed amount.
Thank you for your cooperation.
Dear Samuel
We've involved teh technical team to invetiagte the case.
It may take some time but we will definitely get to the root of the issue and will provide the results of the investigation.
Dear Plette
Can you please let us know, if back in automn when the 1300 eur was paid out to you, was this money deducted from your gaming account?
Regards
TranslationThank you for your feedback. To cut to the chase regarding the 'technical investigation', here are the facts that clearly clarify the case:
1. Withdrawal in November: Yes, the €1,300 in November 2025 were correctly withdrawn from my gaming account and paid out. I have the Postbank bank statement (received on November 7, 2025), which proves that this case has been closed for 3 months.
2. Account Activity: After the November withdrawal, I deposited new funds approximately 12 times during November alone. My account balance therefore started at zero several times. Had there been a problem in November, the casino should not have accepted my subsequent deposits.
3. The proof from January 19, 2026: My current winnings of €1,500 were only earned in January through new deposits. According to my transaction history in the casino account, the payout is clearly dated January 19, 2026.
Logical sequence: * My balance on January 19th was approximately €1,500.
I have requested a payout of €1,300.
Immediately afterwards, a remaining balance of €200 remained correctly on my account.
The fact that the casino is internally searching for this transaction in 'December' or confusing it with November is a system error. My transaction list shows January 19th, and my game history (PDF) confirms the games were played on that exact day.
There is nothing further to investigate. The evidence (bank statement from November & game history from January) is available. I demand that the casino immediately pay out my rightful winnings from January 19th.
With kind regards
Plette
TranslationI just sent Samuel all the evidence (bank statement from November, transaction list and game history from January 19th) via email. This clearly proves that the current winnings have nothing to do with the previous payout.
Hello everyone,
thank you, Vulkan Vegas Casino for the update regarding the ongoing technical review. I’m currently awaiting yours detailed response on the case.
Plette, just to note - I haven’t received your email at samuel.s@casino.guru yet, so could you please double-check and resend it? Once I have all the documents, we can proceed to resolve this matter.
Hello everyone,
thank you, Vulkan Vegas Casino, for the update. I’ll extend the timer for the response and we’ll wait for your investigation to be completed.
Plette, thank you for your email – I’ve received it.
Greetings,
The the technical team has completed the investigation, and basically confirmed, what we mentioned above.
Here is a chronology of what has happened:
1) Back in autumn the player made a withdrawal request of 1300 eur
2) The request was successfully approved by the casino and the player received their winnings in the amount of 1300 eur, but
3) The money (in the amount of 1300 eur) was not deducted from the player's balance, since the player continued playing, and eventually the balance got below 1300 eur and teh system could not deduct this amount.
4) For the past month the system was checking the balance of the player to reach the balance amount above 1300 eur, so that it could be deducted
5) Only in January the player's balance got higher and the system could finally deduct the specified amount.
Hope this clarifies.
Dear Samuel,
Please kindly refer to the e-mail, we've provided a complete balance log of the player. You will see, there initial 1300 EUR was not deducted from the player's account due to continuity of the gameplay.
Regards
TranslationDear Samuel,
Thank you very much for forwarding Vulkan Vegas' statement. I would like to respond as follows:
The error lies solely with the casino: Vulkan Vegas admits that they processed a payout in November without deducting the amount from the player's account. This is purely a technical error on the casino's part. As a player, I assume that the balance displayed in the lobby is correct and available for play.
No offsetting with new winnings: The €1,300 in question comes from a completely new gaming session in January 2026. I deposited new money and won legitimately. A casino cannot unilaterally settle "old scores" months later with new winnings simply because their system made a mistake back then.
Unauthorized account manipulation: The casino itself states that the system regularly "checked" my account, waiting until my balance exceeded €1,300 before withdrawing it. This is a deliberate manipulation of my current balance. If the casino made a mistake in November, they should have contacted me then, instead of secretly waiting for me to win again in January so they could then take my winnings.
Player protection: It cannot be that I, as a player, bear the risk when the casino's software fails. I won in January and expect to receive my winnings. The matter from November is closed for me, as the casino accepted bets placed with my remaining balance for months.
Samuel, please do not accept this arbitrary withholding of my new winnings. The casino is trying to shift the blame for its own technical failure onto my current winnings.
Best regards,
Sascha
Hello everyone,
Thank you, Vulkan Vegas, for the detailed update, and thank you, Sascha, for sharing your statement. I’ve reviewed the information provided by the casino, including the gameplay and balance logs, and I’d like to share a few observations.
Based on the game logs, shortly before the €1,300 withdrawal was requested, there was approximately €1,500 in real money balance. This balance was fully wagered down to zero, with a noticeable change in betting behavior: stakes were significantly higher than the player’s usual pattern.
At the time the withdrawal was requested and approved, the approved amount of €1,300 was no longer realistically covered by the available balance, as those funds had already been played. The fact that the system did not immediately deduct the approved withdrawal does not change that the withdrawal was technically already paid out from the casino’s perspective.
While it is understandable that players rely on the displayed balance, continuing to play aggressively after requesting a withdrawal – especially when the balance would not cover the approved amount – strongly suggests awareness of the system inconsistency.
Additionally, the €1,300 arrived in the bank account the following day, which is standard payment processing timing and does not affect when the withdrawal was considered approved and settled by the casino.
From this perspective, the later deduction appears to be a correction of the technical error rather than an arbitrary withholding of new winnings. This adjustment aligns with fair play principles and the casino’s terms and conditions regarding system errors and balance corrections.
Vulkan Vegas, please let us know if you agree with this assessment or if there are additional details we should consider regarding the Terms and Conditions in this case.
Sascha, I wanted to clarify the reasoning above so that you understand the situation from the casino’s point of view.
TranslationHello Samuel,
I would like to point out a crucial piece of evidence in my gaming and transaction history that completely refutes Vulkan Vegas's argument:
1. Comparison of timestamps: If you compare the game history with the transaction list, you will see that the payout of €1,300 was recorded at the exact time my account balance fell from €1,500 to €200.
2. No gambling activity: During this exact period (while I was at the doctor's), there were absolutely no gambling bets. If the money had been gambled away, the gambling history would have to show corresponding bets with high stakes at precisely this time. However, these do not exist.
3. Proof of correct debiting: The fact that exactly €200 remained after the debit (€1,500 - €1,300 = €200) mathematically proves that the system correctly deducted the payout from the existing balance.
4. Refutation of the "system error": The casino's claim that I gambled away money that was no longer there is therefore a lie. The money was there (€1,500), the payout was initiated (€1,300), and the remaining balance (€200) remained correctly in the account.
I demand that the casino disclose the gaming logs for this specific period. There you will see: Account balance €1,500 -> Withdrawal €1,300 (cashout) -> New balance €200 -> NO bets placed during this time.
Please check this time comparison, as it undoubtedly proves that the payout was covered by my balance!
Since the casino has now blocked my access to the account, I would like to ask you to review the screenshots and emails I have already sent you. The proof is there in black and white:
The proof is in your hands: My screenshots of the transaction list and game history clearly show the exact time at which the €1,300 were debited.
Comparison of times: Please compare this withdrawal time with the game history. You will see that no bets were placed at this time. The account balance simply jumped from €1,500 to €200.
The emails: I have also forwarded to you the emails confirming that the payment was recorded by the system at that time.
The fact that the casino has now blocked me only shows that they don't want me to check any further details. Please look at the difference (€1,500 start -> €200 end = €1,300 payout) in the documents I already sent you. There was no "system error" where I gambled away money that wasn't there – the money was simply deducted for the payout. Thankfully, I saved all the receipts and didn't throw them away.
TranslationSubject: FURTHER MANIPULATION: Incorrect dating of the January transaction – ID 195724
Hello Samuel,
I must add another, almost unbelievable point that proves the manipulation by Vulkan Vegas:
Incorrect date: The payment from January 19, 2026 (over €1,300) is suddenly listed under December 2025 in the list that I last had before the block.
Impossibility: How can a payment that was requested and approved in January 2026 retroactively appear in December 2025?
Context: This is happening at the same time as the November transaction disappearing. It looks like the casino is trying to postpone the January payment so far that it no longer relates to my balance of €1,500 (before my doctor's appointment on January 19, 2026).
Proof: I sent you the emails from January 2026, which prove that the payment confirmation was received in January. "Postponing" it to December is a clear falsification of the history.
Samuel, please critically examine why a January transaction suddenly appears in the December log. The casino is clearly trying to manipulate the timeline to support their accusation of "gambling."
Best regards, Sascha
Dear Samuel
Casino has nothing more to add.
The player's balance was not modified at a successful withdrawal, and thus the player continued playing while receiving the payout.
The money eventually got deducted in January.
We find it fair.
Kind regards
TranslationHello Samuel,
I completely disagree with this assessment. The casino's account is technically incorrect, and I will explain in detail tomorrow why there was no system error that I could have detected. Please do not close the case.
Samuel,
Their argument is legally and logically untenable.
How am I supposed to know about a system error? I'm a player, not the casino's IT administrator. If my account shows a balance of €1,500, then as a customer, I trust that this display is correct. It's not my job to sniff out whether the casino is experiencing technical problems with withdrawals in the background.
The responsibility lies with the operator: If a casino system allows a payout of an amount that is supposedly no longer available, then that is a serious error on the part of the casino. You can't accuse the customer months later of having to be clairvoyant and realize the display was incorrect.
Contradiction: You say I gambled everything away. I repeat: Why then did exactly €200 remain in the account? If I gambled everything away in a frenzy, the account balance would stop at zero. The fact that €200 remained proves that the system correctly reserved the €1,300.
The casino is trying to blame its own technical failure on me. I won again in January, and this money was unlawfully taken from me to correct an alleged error from November, which I couldn't have known about.
Should I do this for you? Samuel needs to understand that he's completely shifting the "duty of care" onto the player here, which is absolutely unusual. If the bank gives you €50 from the ATM but doesn't debit your account, the bank can't simply garnish your wages three months later without you being able to do anything about it. Just look at my transaction history; you won't see anything there where I supposedly gambled it all away.
TranslationThat's not what you call fair play. The only one with evidence here simply removed the 1300... You only need to look at the dates and times, then you don't need to prove anything anymore, because I'm right. Apparently, I'm writing with a community that works with Vulkan Vegas! I'm simply going to publish this so that people can see that fraud is generally allowed! I also don't know why I'm bringing up the evidence here while Vegas makes very unprofessional accusations and gets away with it without any proof! You can already see that the transaction list has been manipulated, and yet Vulkan Vegas is still given the benefit of the doubt. It's probably because Mr. Gutenberg was allowed to commit forgery to advance in politics—truly exemplary!
Dear Plette,
We understand how frustrating this situation may feel, and we appreciate your patience while we reviewed the matter once again.
After rechecking the records thoroughly, we can confirm the following:
On 6 November 2025, your balance of €1,556.19 (recorded at 01:31:58 UTC) was fully played down to €0 by approximately 23:28:31 UTC as a result of continued gameplay.
A withdrawal request was created on 06.11.2025 at 01:43:31 (UTC).
Due to continued gameplay activity, the withdrawal was scheduled to be cancelled at 06.11.2025 at 22:04:33 (UTC), in line with standard procedures.
Despite this, you were successfully paid winnings in the amount of €1,300, which exceeds what would normally apply under these circumstances.
We hope this explanation clarifies the situation.
That said, we truly value your loyalty and regret any inconvenience this may have caused. As a gesture of goodwill, we would like to offer you a €1,500 bonus, should you wish to accept it.
Please let us know how you would like to proceed.
Kind regards
TranslationHello Samuel,
I must contact you again because I feel deeply mocked by Vulkan Vegas's response and your assessment so far.
Please look at the facts instead of just repeating the casino's excuses:
The temporal fraud: The casino is now suddenly justifying the withdrawal of my money with events from November 6, 2025. However, my winnings in question date back to January 19, 2026. It is absolutely unacceptable and the opposite of "fair play" to offset a new win with alleged errors that occurred four months ago.
The bribe: The casino offers me a €1,500 bonus – more than the amount in dispute. Why? Because they know perfectly well they're in the wrong. But this bonus is a trap: With a 40x wagering requirement, I'd have to gamble away €60,000 to get my money back. That's not compensation, that's a bad joke.
The logical flaw: If I supposedly gambled away everything in January, as you previously believed, why is the casino suddenly offering me "compensation" for a mistake in November? That doesn't add up at all.
Samuel, let me ask you directly: How can you call it "fair" that a casino withholds a profit from January by making vague claims about November?
I demand my real money of €1,300 without any ifs, ands, or buts. I will not be fobbed off with worthless bonus credit while the casino is clearly manipulating data to cover up the theft.
Greetings, Plette
Dear Plette
Apologies, the amount of the bonus offered is 1300EUR, sorry about that.
Other than that, we are afraid, there no other options, all the details, proofs have been provided.
Kind regads
TranslationI haven't seen any of your evidence, except for the transaction list that you manipulated! Nothing more!
Hello everyone,
I’d like to summarize my current understanding in more detail and ask both sides for a few clarifications so we can finally bring structure into this discussion.
Sascha, based on the information shared by the casino, the key point they keep referring to is that in November the full real-money balance (around €1,500) was eventually played down to zero after a withdrawal request for €1,300 had already been created. Even though the system failed to immediately deduct or cancel the withdrawal due to continued gameplay, the casino’s position is that this balance was effectively lost through gameplay and that the later deduction in January was a correction of that earlier technical issue.
To properly verify or challenge this, I need your help with one concrete thing:
please provide a complete, unfiltered transaction and gameplay history for the relevant period (deposits, bets, balance changes, withdrawals, and timestamps). This is important because filtered views or partial screenshots make it very difficult to objectively match the balance movements with the gameplay and withdrawal events.
Additionally, please clarify what exactly is unclear or disputed for you at this stage:
- Is it the claim that the balance was fully wagered in November?
- Is it the timing of the withdrawal approval versus gameplay?
- Or is it specifically the later deduction in January being applied to funds you consider "new winnings"?
Pinpointing this will help avoid repeating the same arguments.
From my perspective so far, the casino’s argument relies on the idea that the balance shown after the withdrawal request was misleading due to a system error, but that continued gameplay still consumed the real-money balance, which is why the correction was applied later.
Vulkan Vegas, to ensure transparency, I’d like to ask you to clarify two points:
- Could you confirm once again, in simple terms, why you consider the November balance to have been fully lost through gameplay, despite the withdrawal request being created earlier?
- You have referred to the player’s behavior in a way that suggests problematic or high-risk gambling. Could you please clarify why the player is considered a "gambler" in this context and whether this characterization had any influence on how the situation was handled?
Once I receive the full transaction logs from the player and these clarifications from the casino, I’ll be in a much better position to assess whether the later balance adjustment was justified under the Terms and Conditions or whether further action is needed.
Let’s try to keep this focused on verifiable data and clear explanations so we can move toward a fair resolution for everyone involved.
TranslationI'm out! I'm fed up with arguing so stupidly. I think it's a complete rip-off! They can shove their money where the sun don't shine! I won't play on this site anymore. I'll see if I can get a lawyer to sort this out so I can at least get my deposited money back! I can't even access my gaming account anymore. At least I was able to take a screenshot before! I can show you an email from Vulkan Vegas saying I can only see the history back one month. Now I know that Vulkan Vegas is 100% a scam. You can see it in the withdrawal history, where I tried to withdraw €5,000 twice. It didn't work back then because I was playing with less than €5,000. Everything worked fine then, and now I have to blame myself for gambling away Vulkan Vegas's money, even though I can't even go into the red. The system didn't even show me that I'm now down €1,300! The only proof... What I've shown is me, without manipulation! What Vegas showed was clearly manipulation, and they even got their way, making fun of me with such a bonus! It's obvious that Vulkan Vegas has an annual turnover of 100 billion euros if they cheat their players. I will definitely not play on this gambling site again! Fair play!
Regards
Sascha Plettenberg
TranslationIt's quite simple: you simply swapped the payout on January 19, 2026, with the one in November! Otherwise, the transaction wouldn't be listed under December 2025! The problem lies with your system! I've always made fair deposits! You should really work on your system; then these problems wouldn't exist!
Dear
Please find the answers below:
Could you confirm once again, in simple terms, why you consider the November balance to have been fully lost through gameplay, despite the withdrawal request being created earlier?
-- since the money gets deducted from the player's balance at the approval of the transaction, not at the creating of such a request.
You have referred to the player’s behavior in a way that suggests problematic or high-risk gambling. Could you please clarify why the player is considered a "gambler" in this context and whether this characterization had any influence on how the situation was handled?
-- the player was inpatient and did not wait until the approval of the transaction and continued the gameplay. We do recommend taking a self-assessment test, that is located in the footer of the website.
Kind regards
TranslationThe time and date in my game history match exactly the date of January 19, 2026. You simply falsified the transaction history; the game history proves it! Why should I have been impatient? I made a withdrawal, went to the doctor, came back online after the appointment, and the money was gone. I received an email saying the money would be transferred! This is your system error, not my fault.
TranslationYou can see that, but you've entered the old transaction ID! And my November money isn't even listed with you.
TranslationAnd I could prove it again that I'm right: you can't go into the red with you guys, how is that even possible? You have to deposit and play, and if you win, you can withdraw and keep playing. I don't understand what you're trying to tell me. You say I lost 1300, how is that even possible? Up until now, it's always been the case that I gambled away my balance and couldn't keep playing. You have to pay if you want to continue playing, obviously! I feel discriminated against by you. You say I cheated, but you faked the transaction list. I can provide so much proof, you can't provide a single piece of evidence! I can do what I want... I'm tilting at windmills or a brick wall that wants to come down! Apparently, you can't win against people with capital because I don't have that much capital! Your capital continues to be financed by people who, unfortunately, trust you. I hope that no one will deposit anything more on your site. You need to protect us players from scams like the ones they pull! You should be banned!
TranslationAnd again regarding Vulkanvegas's answer, if I make a withdrawal with you, the amount must not fall below this withdrawal amount, otherwise the transaction will be cancelled, as you yourself mentioned, so it's impossible that I gambled away the money.
Hello Sascha,
I understand your frustration, however, in order for us to properly review what happened, we still need to rely on verifiable data rather than assumptions.
To move forward with the investigation, could you please provide the complete game and transaction history specifically for the dates 06.11., 07.11., and 08.11.? Ideally, this should include all gameplay records, bets, balance changes, withdrawals, and timestamps from those days without any filters applied.
These dates are particularly important because they should show whether the balance was still being used for gameplay after the withdrawal request was created. Once we have this information, we’ll be able to compare it with the casino’s explanation and assess the situation more accurately.
Thank you in advance for your cooperation.
TranslationHello Samuel,
I tried to access the data for November, but the casino is blocking me extensively. I have an email from Vulkan Vegas support (Klaus) claiming they can only provide me with transaction data from the last 30 days. Anything beyond that would require a lengthy GDPR request.
This is an absolute mockery of the process:
1. The casino itself quotes data from November 6th to you, but claims to me that this data is not easily accessible.
2. They are demanding proof from me for a period during which the casino is simultaneously denying me access.
3. Furthermore, I can no longer log into my account to check the history myself.
It's obvious that Vulkan Vegas is stalling and trying to obstruct the investigation. If the casino claims there was a problem in November, then it's their duty to provide you with the complete logs for that period. I can't prove what the casino is hiding from me.
Please ask the casino to show its hand instead of demanding the impossible of me while I'm locked out.
Hello Samuel, attached is the proof of the casino sabotage.
As you can see in the screenshot, Vulkan Vegas support claims to me in writing that data older than 30 days cannot simply be viewed.
This directly contradicts the fact that the casino provided you with detailed records from November 6th. The casino is denying me access to the evidence you are requesting.
I therefore ask you to directly request that the casino disclose the logs from November 6th to November 8th, as I am being deliberately prevented from doing so.
and the November transaction has nothing to do with the January transaction.
Regards, Sascha
Hello everyone,
thank you both for the continued updates.
Sascha, I understand that the situation is frustrating for you, especially since you currently do not have access to the older records from your account. In order for me to move forward and reach a fair conclusion in this case, it is important that the key information is transparent for both sides.
Dear Vulkan Vegas Casino,
since the dispute revolves around the events from early November 2025 and the later balance correction that was applied, I would like to kindly ask if you could share the relevant records from the period of 06.11.2025 to 08.11.2025 directly here in the complaint thread, so that the player can also review them.
In particular, it would be helpful to see the gameplay and balance logs from that period, showing the sequence of bets, balance movements, and timestamps after the withdrawal request was created. This should help clarify whether the balance remained available for gameplay and how it changed during that time.
Additionally, for the sake of transparency, I would also appreciate it if you could provide the relevant section of your Terms and Conditions that allows the casino to apply a balance correction in case of a technical or accounting discrepancy.
Once this information is available, I will review it and proceed with the final assessment of the complaint.
Thank you both for your cooperation.
TranslationOkay... I'll refrain from commenting for now. Regards, Sascha
TranslationHello Samuel,
Since the timer for Vulkan Vegas has now officially expired and the casino has not submitted the requested game and account balance logs (period 06.11.2025 – 08.11.2025) as well as the corresponding clause in the terms and conditions, I now request a final assessment from you.
The fact that the casino let the transparency deadline pass confirms my suspicion that the withholding of my €1,300 was unjustified. I therefore request that you escalate the case accordingly or mark the complaint as 'unresolved' if the casino continues to fail to provide evidence of the correction.
Thank you for your efforts."
Greeting
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationI'm starting to doubt whether it's even worth worrying about getting my winnings back. The fact that the transaction list was faked is bad enough! It's pointless to look at the lists now; they've already been manipulated and misfiled. What proof is this list supposed to give if we don't even know if it's been altered? Can't we just drop this case? I can't add any more evidence; I've already shown enough. Vulkan Vegas's arguments are shameful for such a company! This is all pointless.
Dear Samuel,
We were under the impression that the log file had already been provided and reviewed on your side. Nevertheless, for completeness, we are attaching a newly extracted balance log for your reference.
Dear Plette,
Please note that it is not possible to manipulate or falsify server-side data. The project operates under regulatory oversight and is subject to regular audits and verification procedures.
The attached log clearly reflects a second-by-second record of all actions, each associated with a unique identifier, ensuring full traceability and transparency.
Additionally, VulkanVegas has been operating successfully for over 10 years. It would be unreasonable to assume that we would compromise our reputation and regulatory standing over a matter of €1,300.
We remain fully committed to transparency, integrity, and fair operation at all times.
@Samuel Please kindly guide us how to attach a file within the thread, thank you!
TranslationDear Samuel,
Thank you for the update. Regarding Vulkan Vegas's response, I would like to clarify three crucial points:
1. Manipulation of the transaction history: The casino claims the data is tamper-proof, but sends a 'newly created' log. As I have mentioned several times, the transaction data from November was incorrectly entered and manipulated in this new log to support their current story. The actual transaction in November was reviewed, approved, and successfully paid out to me by the casino.
2. Contradiction to 'transparency': If the casino operates so transparently, why was I completely locked out of my account at the exact moment I wanted to withdraw €1,300? Blocking a player is the opposite of transparency and only serves to deny me access to evidence.
3. Illogical timeframe: An alleged error from November is only 'discovered' 4 months later, precisely during a large payout? This is a known tactic to withhold legitimate winnings.
I ask Samuel to request that the casino explain why a transaction successfully completed and paid out in November is now suddenly being retroactively declared an error, solely to confiscate my current real money balance. A bonus as compensation for my rightful money is completely unacceptable.
greeting
Dear Plette
Thank you for using chatGPT, it does simplify a bit understanding, but can you please point out where exactly we mentioned "'newly created'"?
What we said, is "newly extracted", meaning, that the logs may be accessed at any time, and they are read-only.
Thank you for cooperation!
Regards
TranslationDear Samuel,
It's telling that Vulkan Vegas is focusing on the use of AI software instead of answering my questions. The claim that I use this Chat GPT is, once again, false!
However, I would recommend that the casino use this software so that I can get the answers they give.
can also interpret
So far, I've received so many contradictory statements and false information from the casino, so it's completely unreliable.
To the heart of the matter:
It's splitting hairs: Whether they call the data 'extracted' or 'recreated' – it doesn't change the fact that the data in this log is untrue. My successful and verified payout from November is proof.
Still blocked: The casino continues to evade the question of why my account is blocked when they are supposedly so 'transparent'.
I urge Samuel not to be misled by these distractions from the casino. This is about €1,300 in real money that was withheld through manipulation of the transaction history. I can only look back one month regarding the history! I've submitted so many screenshots and emails from them, and they're still blocking this evidence! They're manipulating the withdrawal history, clearly visible in my screenshots, and they still claim to be in the right. Out of €100 billion, to which I also contributed a share with my deposit, as do other players, there must be a huge number of players! And from these millions in revenue, I'm entitled to €1,300 in honest winnings, and they're being so obstructive with their statements. They should answer the questions that Guru Support wants to hear from them!
What about Samuel's request that you provide something? I quote: "Additionally, in the interest of transparency, I would appreciate it if you could provide me with the relevant section of your terms and conditions that allows the casino to make a balance correction in the event of a technical or accounting discrepancy."
There was no answer to this question; it's what I've been waiting for for 7 days, and they come back with an answer that I'm using chatGTP. Sad but true... Applause for VulkanVegas support 69
TranslationYou can upload them here in the chat, but what's the point? They're manipulated by you anyway. You really think your SS players are the dumbest in the world, but we're not always like that! But somehow we are, because we believe we're depositing into a good, reputable casino where you think you can deposit quickly, since you can't do anything without a deposit. Then, when it comes to withdrawals, the money should arrive quickly so that it remains fair! But you don't know anything about that. You'd rather insult your players, publicly portray them as stupid! Show me and Guru Samuel a single comment from you that proves you're credible. The worst thing I find is that you claimed I was the fault in your system. What a sick statement from Vulkan Vegas!
PS
Still no answer from you regarding the terms and conditions question? Thumbs up to Vulkan Vegas support, let yourselves be celebrated...
God created the world in 7 days, I don't know how many days we've already wasted discussing this unnecessarily! With you guys, a payout takes longer than 7 days.
Dear Plette,
This is our final clarification on the matter.
You received your winnings in the amount of €1,300 in autumn. Due to a system inconsistency, this amount was not deducted from your balance at that time, and you were able to continue playing. The system subsequently attempted to reconcile this balance, and the adjustment was only completed in January, when sufficient funds became available in your account.
In this context, we would appreciate your clarification on which specific aspect you consider to be unfair.
Kind regards
TranslationDear Samuel,
The casino has activated my account, but I will not upload any data from their system.
It is the casino's responsibility to submit the required protocols directly to Casino Guru, as requested by Samuel.
I no longer trust the data in my account, as the history has already been manipulated and entries are missing or incorrect.
I will not do the work for a casino that previously blocked and insulted me.
Please continue to demand that the casino submit the original server logs directly to you. I stand by my original screenshots and bank statements from November/January as the only valid evidence, and the response regarding the terms and conditions is still pending.
Hello everyone,
Thank you, Vulkan Vegas Casino, for your continued engagement and for providing clarification regarding the account adjustment. I appreciate your active participation in resolving this matter.
Dear Plette,
Since your account has now been reactivated, I would kindly ask you to provide your game log or transaction history from 06.11.2025 to 08.11.2025. This will allow us to review the sequence of bets and balance movements during that period and ensure full transparency in the assessment of this case.
Providing these logs will give you the opportunity to clarify your perspective, while also allowing us to finalize the review fairly.
Thank you for your cooperation.
TranslationDear Samuel,
Thank you for the opportunity to comment. I have reviewed the minutes of November 8, 2025, and must urgently point out to Samuel several serious inconsistencies that prove this document is incomplete and misleading:
1. Manipulation by omission: The submitted log only shows small rounds of play with cent amounts. The crucial payout of €1,300, which was successfully transferred to my bank account in November 2025 (see my already submitted bank statement with ID 7dea1cf1...), does not appear in this log at all. An official log would have to include this transaction.
2. Inconsistency with the current history: In the payment history of my now reactivated account (see my last screenshot), the casino suddenly lists this exact transaction ID (7dea1cf1...) with the date January 19, 2026, even though the money demonstrably arrived in my account in November 2025. The casino is clearly trying to create a false impression by deleting November dates and re-dating payments.
3. No evidence of an error: If there was indeed a 'system error' in November 2025, why does the log show no correction entry or error message from this period? Why was the account debited four months later, in January 2026, without any prior warning?
4. Lack of legal basis: Despite repeated requests, the casino has still failed to provide an answer as to which terms and conditions clause this unilateral withholding of funds after 4 months is based on.
Conclusion: The casino is only using the reactivation of my account to present manipulated partial statements that contradict my bank-certified receipts. I urge Samuel to place more trust in the bank-certified payment receipt from November than in an internal casino protocol, which the casino can alter at any time.
Thank you so much for your help in bringing the truth to light.
Regards, Plette
Alright, Plette
"1. Manipulation by omission: The submitted log only shows small rounds of play with cent amounts. The crucial payout of €1,300, which was successfully transferred to my bank account in November 2025 (see my already submitted bank statement with ID 7dea1cf1...), does not appear in this log at all. An official log would have to include this transaction."
Can you please tell us what is the name of the log you are looking at?
Is it called "Game transactions log" or "Payment History"?
Thank you!
Hello everyone,
thank you, Vulkan Vegas Casino, for your continued cooperation and for actively engaging in this case and complex investigation.
Dear Plette,
thank you for providing the game log. However, I must point out that the document you submitted does not fully meet my request. I specifically asked for the game log/transaction history covering the period from 06.11.2025 to 08.11.2025, while the file provided only contains records from 08.11.2025.
Because of this, it does not show the complete sequence of events, particularly the period where the balance was gradually played down, which is essential for a full and fair assessment of the case.
Based on all the evidence gathered from both sides, I would like to clarify the key point of this case:
In November, you requested a withdrawal of €1,300, which was successfully processed and paid out to your bank account. However, due to a system inconsistency, this amount was not deducted from your casino balance at that time, allowing you to continue playing with funds that should no longer have been available.
In such situations, the expected and fair approach is that the player reports the issue and refrains from further using the incorrect balance. Continuing to play with these funds - regardless of intent - creates an unjust advantage.
It is also important to understand that the casino could only reconcile this discrepancy once your account balance reached a sufficient level again, which explains why the adjustment occurred later (approximately 2.5 months afterward), when the system was able to correct the balance.
Taking all of this into account, I find the casino’s actions justified in this case.
For this reason, I will now proceed with rejecting this complaint.
Once again, I would like to thank both parties for their cooperation, and especially Vulkan Vegas Casino for their assistance and patience throughout this lengthy process.
Best regards,
Samuel
Casino Guru
