The player from Germany experienced issues with the casino's verification process, despite having submitted all required documents correctly. He also reported that any new document he attached got deleted shortly after submission. The issue was resolved after communication with the casino, where it was confirmed that the withdrawal was successful and the player was advised to follow up if the funds did not arrive. The player later confirmed that the situation had been resolved, and the complaint was marked as 'resolved' in the system.
Vulkan Vegas Casino - Player is facing verification issues.
Resolved
Our verdict
Case closed
Amount: €3,500
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Casino is having problems verifying me even though all documents were submitted correctly.
And if I attach a new document, it gets deleted after a few minutes!!!
Automatic translation:
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8 months ago
Dear wilkuwdz,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you’re facing with the verification process. That does sound frustrating, and I’d like to understand the situation more clearly so we can try to assist you further.
Could you please clarify the following points?
- When did you register your account and submit the verification documents?
- Which specific documents have you already submitted for verification (e.g. ID, proof of address, payment method)?
- Have you received any explanation from the casino as to why your documents are not being accepted or are disappearing?
- Are you uploading the documents directly on the casino’s website or through a third-party verification service they use (such as Sumsub, Veriff, or others)?
- Have you tried contacting the casino’s support team? If so, what was their response?
If you have any screenshots or communication from the casino regarding this issue, please feel free to forward them to [email protected] so we can take a closer look.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
Translation
I registered the account when I was on holiday in Poland on December 31st, 2024, but I was not verified. I didn't play then and now on April 2nd, 2025, when I won, I wanted to verify and cash out. The verification is complete, but the casino said I had to have a document from Poland because I opened my account there, even though I don't live in Poland.
I talked to a man on chat that he should change my data to Germany, but so far I have not heard from the casino
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8 months ago
Translation
No, unfortunately, the problem isn't solved. They're giving me problems with verification again, even though I'm already verified!
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8 months ago
Hello,
The player was indeed requested for SOF.
Once received - the player will be able to request the withdrawal.
Regards
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8 months ago
Translation
I've already sent my bank statements! 2 times
Automatic translation:
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8 months ago
Hi wilkuwdz,
Thank you for your message.
Could you please clarify whether the casino specifically asked you to provide a Source of Funds (SOF) document, or were you only asked for bank statements?
SOF usually refers to documents that show where your money comes from — such as payslips, tax returns, or documents proving an inheritance, sale of property, etc.
It’s possible that your bank statements were not considered sufficient on their own, so if you have been asked for a proper SOF, it’s important to submit the appropriate documentation.
Please let us know what exactly the casino requested and whether you’ve received any specific instructions from them. We’ll be happy to assist further.
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7 months ago
Translation
The verification is already complete but I'm still waiting for my money, it should be 2 days and I've been waiting a whole week, could you help me?
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7 months ago
Hello,
According to our records, the withdrawal was successful, and the money should have arrived on 17.04.2025 13:51:41 (UTC).
If you did not receive the money onto your bank account, please report this to support after 10 working days.
Regards
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7 months ago
Translation
Yes, everything worked out.
Can we close this topic?
Thank you.
Greetings.
Automatic translation:
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7 months ago
Dear wilkuwdz,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
