The player from Germany is demanding an immediate payout of €3,800.05, claiming his account is fully verified with no outstanding bonus conditions.
Vulkan Vegas Casino - Player requests withdrawal of winnings.
Opened
Current status
Waiting for player to reply
0d 14h 31m 3s
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 weeks ago
Translation
Ladies and Gentlemen
My name is Jan *** (Player ID: 64518134). I hereby request, for the last time, that you immediately pay out my balance of €3,800.05.
As you can see from the attached screenshot, the amount in question is pure real money. Since my account is fully verified and there are no outstanding bonus conditions, there is absolutely no legal basis for withholding my money.
I hereby give you a final deadline of January 29, 2026.
Should the amount not be credited to my account by this date, I will take the following steps without further warning:
Official complaint to Antillephone NV (Curaçao): I will inform your licensing authority about the refusal to pay.
Public complaint procedure: I will report the case to AskGamblers.com and CasinoGuru. I have already secured all evidence (screenshots of the balance and verification).
Legal action: I will initiate proceedings to recover all previous losses, as you are operating your service in Germany without the required GGL license.
I expect confirmation of the payment within 24 hours.
Sincerely,
Jan ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 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.
Public
Public
3 weeks ago
Hello,
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 so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 weeks ago
To: [E-Mail des Casino-Supports]
Subject: URGENT: Payment Discrepancy & Missing Funds (€500) - Player ID: 64518134
Dear Finance Team,
I am contacting you regarding a serious discrepancy between your system's transaction logs and the actual payments received in my bank account.
According to my casino history, the following withdrawals were processed:
Transaction ID c74719eb...: Amount €2,400.00 (Status: Success)
Transaction ID c7f8384d...: Amount €100.04 (Status: Success)
The Issue:
My bank statement (Kreissparkasse Saale-Orla) shows that only €2,000.00 was received from Verser Pay regarding the first transaction. Furthermore, the second transaction of €100.04 never arrived at all.
Total Missing Amount: €500.04
I have attached screenshots of my bank statement and my casino transaction log as proof. There are no fees mentioned in your Terms & Conditions that would justify a €400 deduction on a single transfer, nor does it explain the completely missing €100 payment.
I demand:
An immediate investigation into these missing funds.
The remaining €500.04 to be transferred to my account immediately.
The release of my remaining total balance of €3,801.05, which is currently blocked by a technical error ("Amount must be smaller than 83.38").
I have already prepared a formal complaint for CasinoGuru and AskGamblers including all visual evidence. If this is not resolved within 24 hours, I will also contact my bank to initiate a full investigation and potential chargeback of all my deposits due to fraudulent accounting practices.
Regards,
Jan
Public
Public
2 weeks ago
"I am updating my complaint with clear evidence of fund misappropriation and deceptive support practices by Vulkan Vegas.
1. Confirmed Payout Discrepancy (€400.00):
The casino's transaction log marks withdrawal ID c74719eb... for €2,400.00 as 'Success'. However, my bank statement proves that only €2,000.00 was actually transferred. Agent 'Blair' admitted in chat that the casino withheld €400.00 as an undisclosed 'commission'.
2. Missing Transaction (€100.04):
Withdrawal ID c7f8384d... for €100.04 is marked as 'Success' but never reached my bank account.
3. Account Emptying & Support Evasion:
My casino balance has been reduced to €10.00, meaning the casino has finalized their internal 'settlement' while still owing me €500.04. When confronted, agent 'Katharina' dismissed my claim by stating 'lost money will not be refunded,' completely ignoring that these are withheld winnings, not gambling losses.
I request CasinoGuru's assistance in recovering the missing €500.04 and investigating the legality of these 20% 'commissions' which were never agreed upon."
Public
Public
2 weeks ago
Translation
Subject: UNAUTHORIZED WITHHOLDING / CONTACT BY BANK – ID 64518134
"Dear Sir or Madam,
I am writing in reference to the chat conversation with your employee Katharina. The statement that this is 'lost money' is factually incorrect and a deliberate deception. It concerns misappropriated winnings totaling €500.04.
Facts:
Your system confirms a transaction of €2,400.00. However, only €2,000.00 was actually transferred. The difference of €400 was withheld without legal basis.
The payment of €100.04 (ID: c7f8384d...) is a total loss and was never received by my bank.
Your Curacao license does not protect you from German law. Since you are illegally offering your services on the German market, all contracts are void according to § 134 of the German Civil Code (BGB).
Automatic translation:
Public
Public
2 weeks ago
"I have an update: The €1,300.00 withdrawal has finally arrived in my bank account.
However, the casino is still withholding €500.04 through illegal deductions and false status updates:
€400.00 'Commission' Theft: The casino confirmed success for a €2,400.00 withdrawal, but only sent €2,000.00. Support agent 'Olivia' explicitly admitted that they confiscated the €400.00 as a 20% penalty for supposedly not 'playing through' my deposits. This term is predatory and illegal under German jurisdiction.
€100.04 Missing Payment: Transaction ID c7f8384d-d71a-4fb8-9e3e-cdaacb498cc8 is marked as 'Success' since January 24th, but it has never arrived. Agent Olivia gave a contradictory statement, saying it is still 'being processed' for up to 72 hours, which proves their system status is misleading.
My casino balance is now down to €10.00, which means the casino has completed their 'settlement' by cheating me out of €500.04. I request your help to recover these specific funds."
„Ihre Aussagen widersprechen sich massiv. Während Sie im Chat behaupten, die Auszahlung c7f8384d-d71a-4fb8-9e3e-cdaacb498cc8 (100,04 €) werde noch bearbeitet, markiert Ihr eigenes System diese Transaktion bereits als 'Erfolg'. Das ist eine bewusste Täuschung.
Ebenso ist die Einbehaltung von 400,00 € (20 % Kommission) von der 2.400 € Auszahlung unzulässig. Da mein Kontostand nun bei 10 € liegt, haben Sie die restlichen Gewinne unterschlagen.
Letzte Frist:
Sollten die 500,04 € nicht bis morgen Mittag auf meinem Konto oder als Guthaben verfügbar sein, wird die Sparkasse den Chargeback für ALLE Einzahlungen einleiten. CasinoGuru ist über diese widersprüchlichen Aussagen bereits informiert."
21:13
Hallo. Bitte warten Sie einen Moment, ich überprüfe die Informationen.
21:13
Vielen Dank für Ihre Geduld. Bezüglich der Transaktion c7f8384d-d71a-4fb8-9e3e-cdaacb498cc8 beträgt die Gutschriftfrist auf Ihrem Konto 72 Stunden. Bitte machen Sie sich keine Sorgen, wenn nach Ablauf der 72 Stunden das Geld noch nicht auf Ihrem Konto eingegangen ist, und wenden Sie sich erneut an uns. Bei dieser Auszahlung fiel zum Zeitpunkt der Erstellung des Auszahlungsantrags ebenfalls eine Provision in Höhe von 20 % an. Bezüglich der Provision: Zum Zeitpunkt der Auszahlung dieser beiden Transaktionen hatten Sie Ihre Einzahlung noch nicht zurückgespielt, daher fiel gemäß den Regeln der Website eine Provision in Höhe von 20 % an. c74719eb-60b8-41de-a996-259949f24c87
Um Geld ohne Einschränkungen auszahlen zu können, müssen Sie Ihre Einzahlung freispielen. Das bedeutet, dass Sie Einsätze in Höhe des doppelten Betrags Ihrer Einzahlung tätigen müssen. Wenn Sie nicht freispielen möchten, behält sich das Projekt das Recht vor, bei der Auszahlung eine Provision in Höhe von 20 % zu berechnen. Die Provision ist nicht im Auszahlungsbetrag enthalten, sondern wird zusätzlich erhoben.
Unser Casino arbeitet transparent und offiziell, alle Bedingungen für Auszahlungen und Provisionen sind ebenfalls auf der Website angegeben.
21:20
Es tut uns sehr leid, dass Sie negative Erfahrungen mit unserer Website gemacht haben. Wenn Sie eine Beschwerde einreichen möchten, können Sie dies über die unabhängige Plattform https://casino.guru tun, wo Experten aus dem Bereich Glücksspiel Ihre Situation prüfen werden.
21:21
"Ihre Rechtfertigung ist rechtlich haltlos. Eine Gebühr von 20 % für angeblich fehlenden Umsatz ist in Deutschland sittenwidrig und bei einem illegalen Anbieter ohne deutsche Lizenz ohnehin unwirksam.
Sie haben mir soeben schriftlich bestätigt, dass Sie meine Gewinne eigenmächtig gekürzt haben. Da mein Kontostand nur noch 10 € anzeigt, obwohl noch über 3.800 € offen waren, ist dies ein klarer Betrug.
Ich werde nun keine weiteren Gespräche führen. Da Sie mich selbst an CasinoGuru verwiesen haben, werde ich dieses Chat-Protokoll dort als Beweis für Ihre illegalen Praktiken vorlegen. Meine Bank wird morgen über den Vorfall informiert."
Public
Public
2 weeks ago
Dear jansen88
According to our records all has been paid out, and a 7-day cool-off period was applied.
Can you please confirm?
Regards
Public
Public
1 week ago
Thanks to both parties for your replies.
Dear jansen88,
Did the casino pay you the remaining amount, as the casino representative asserts in the previous post?
May we consider the issue resolved?
Public
Public
6 days ago
Dear jansen88,
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.
