The player from Hungary requested a withdrawal of HUF 800,000 via Neteller on December 23, 2025. Although the casino’s stated processing time of up to five business days was exceeded without a clear explanation, the player had successfully completed and passed the KYC verification process. On January 1, 2026, the casino confirmed that the withdrawal had been successfully paid to the player. Following this confirmation, the Complaints Team attempted to obtain the player’s acknowledgment and any further feedback. However, the player did not respond to multiple follow-up requests. As we are unable to proceed or keep the case open without the player’s confirmation, the complaint has been closed and marked as rejected due to a lack of cooperation from the player.
Vulkan Vegas Casino - Player's withdrawal is delayed without explanation.
Player stopped responding
Amount: 800,000 Ft
Vulkan Vegas Casino
Safety Index:Very highCase summary
I requested a withdrawal on 23.12.2025.
Amount: HUF 800,000 via Neteller.
My KYC is fully completed and approved.
The 5 business day processing time has passed.
The casino only gives generic excuses:
"Forwarded to the responsible team" or "please be patient."
No real reason or date has been given.
This is unacceptable.
I request immediate processing of my withdrawal.
I also request a written explanation for the delay.
All chat, email, and KYC screenshots are attached.
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.
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Stay safe.
Dear szenasi98,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with the delayed processing of your withdrawal.
To help us better understand the situation and assess how we can proceed, could you please clarify the following points:
- Have you made any successful withdrawals from this casino in the past, or is this your first withdrawal request?
- Is the HUF 800,000 withdrawal via Neteller still marked as pending, or has its status changed (for example, under review, cancelled, or reversed)?
- Have you been asked to provide any additional documents or information after submitting the withdrawal request?
If you have any further emails, chat transcripts, or screenshots that have not yet been shared, you are welcome to forward them to [email protected] for our review.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello,
According to our records, the player received their winnings at 01.01.2026 12:41:22 (UTC)
Regards
Dear szenasi98,
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.
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,
Petronela
Casino.Guru
