The player from Germany requested assistance after being unable to log into his Vulkan Vegas account following a withdrawal request of €3,000. After support suggested changing his password due to a login issue, he faced further complications with email access and had not received a reply regarding his issues or the status of his withdrawal. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player and closed the complaint, while noting that the player could reopen it in the future if desired.
Vulkan Vegas Casino - Player's account access is blocked after withdrawal request.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Hello, good day. I've been a long-time player at Vulkan Vegas. I've hardly ever had any problems with the site. On the weekend of Saturday, September 27, 2025, I requested a withdrawal of €3,000. This morning, September 29, 2025, I logged in as usual to check the withdrawal status, which was still *new*.
That's all well and good, sometimes it just takes a while. When I tried to log in again around midday, it didn't work. After a few attempts, I contacted live support and they said I had entered my password incorrectly, which is 10000000% not the case, as that is my main password for casinos. After a lot of back and forth, they said I had to change the password, which doesn't work because I can no longer access my email. Then I was given a form to change my email address, which I filled out as far as I could, and since then I haven't had a reply. I can neither see my withdrawal nor log in, or I don't even know if the withdrawal is being processed at all if I can't even log in anymore!
As a long-time player, you can easily feel like you've been ripped off!
Automatic translation:
Public
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5 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vulkan Vegas Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- How long were you a player at the casino?
- Have you learned the reason why your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you tried regaining access to your email account? With what result?
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
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5 months ago
Greetings,
We can see the player successfully got authorized at 29.09.2025 17:28:32 (UTC)
And as per a moment being, the player opted for a break-time.
There is zero on their balance.
Kind regards
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5 months ago
Dear AndiH95,
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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4 months 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,
Tomas
Casino.Guru
