The player from Germany was unable to withdraw €400 due to a confirmation email issue, despite multiple requests and checking his spam folder. He had contacted both the chatbot and support team but did not receive a response. The issue was resolved when the confirmation emails started arriving, and the player was able to confirm his email and receive his winnings. However, the complaint was closed by the Complaints Team due to the player's lack of response to further inquiries.
V.Vegas Casino - Player's withdrawal is delayed due to email confirmation issue.
Closed
Our verdict
Player stopped responding
Amount: €400
V.Vegas Casino
Safety Index 9.8 Very highCase summary
Discussion
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4 weeks ago
Translation
Hello everyone, I have €400 in my account balance that I'd like to withdraw. Unfortunately, whenever I try to withdraw, I keep getting a message saying I need to confirm my email address first. When I request the confirmation link, I don't receive an email in my inbox. I've tried multiple times over several days and have also checked my spam folder and everywhere else. I've seen older posts in this forum from people with the same problem. Apparently, there are issues with German email addresses? I've contacted the chatbot and, after being prompted, also the support team, but haven't received a response yet. I would appreciate any help. Thank you very much.
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4 weeks 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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4 weeks ago
Dear Jeftus,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
- Have you received any response from the casino customer support in the meantime?
- Have you made sure to type your email address correctly?
- Have you submitted any identity documents to the casino for the verification of your 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
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4 weeks ago
TranslationHi,
My account is fully verified, as support just confirmed via email. They also stated that there shouldn't be a problem with my email address. However, the issue persists that whenever I try to withdraw funds, I'm required to confirm my email address. When I request the confirmation link, I don't receive an email. As I mentioned, I've tried multiple times and checked all folders in my inbox. The email simply isn't arriving, and therefore I can't withdraw any funds. I'm attaching a screenshot.
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3 weeks ago
TranslationThe emails with the confirmation link are now arriving. However, when I click on them, nothing changes; I'm redirected to my VV profile, and it still says I have to confirm the email address before I can withdraw any funds.
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3 weeks ago
Hello,
We are glad you managed to confirm an e-mail and receive all teh winnings at 06.05.2026 13:28:08 (UTC)
Good luck!
Regards
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3 weeks ago
Dear Vulkan Vegas Casino representative,
Thank you for reaching out and helping the player resolve his issue.
Dear Jeftus,
Could you please confirm whether you have successfully received your winnings? Additionally, kindly let me know if there is anything else we can assist you with, or if your complaint may now be closed as resolved. Thank you for your cooperation.
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2 weeks ago
Dear Jeftus,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
