The player from Germany requests assistance regarding outstanding withdrawals from Vulkan Vegas Casino totaling €29,000, which have not been processed for weeks despite KYC verification being completed. He has contacted the casino multiple times but continues to receive the same response to wait without any explanation for the delay.
Vulkan Vegas Casino - Player's withdrawals have been delayed.
Opened
Current status
Waiting for player to reply
5d 4h 54m 38s
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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2 weeks ago
Translation
Subject: Complaint regarding outstanding payouts at Vulkan Vegas Casino – Player ID 65588027
Dear Casino Guru Team,
I hereby officially file a complaint against the online casino Vulkan Vegas, as several of my requested withdrawals have not been processed for weeks despite approval.
I submitted a total of 12 payment requests on November 11, 2025.
My KYC verification was fully completed on November 12, 2025; all documents I submitted were reviewed and approved.
According to Vulkan Vegas, payouts were also released on November 13, 2025.
Since then, the status of all withdrawals has remained unchanged and is still "new." Despite contacting Vulkan Vegas's help center multiple times, I was simply told today to continue waiting. No specific reasons for the delay were given.
I played exclusively with real money without a bonus, so there are no bonus conditions or wagering requirements.
My player ID: 65588027
Transactions at a glance:
11/11/2025 // 11:23:15 // €2500 // 5a7737fd-e7ec-4a50-9f79-0fc2b5d429a8
11/11/2025 // 11:23:23 // €2500 // f85a5350-f554-4d26-b843-ad9376d43c92
11/11/2025 // 11:23:23 // €2500 // f7fdcdab-3af7-420f-b6aa-1f8f1b4fd798
11/11/2025 // 11:23:25 // €2500 // 90ed51fd-329d-44f3-b346-1a050e454842
11/11/2025 // 11:23:25 // €2500 // 4d131168-c61e-4e89-b226-c1d4363dc040
11/11/2025 // 11:23:27 // €2500 // 32f3902f-cc9a-4d76-853f-cb0fcd9c4aa9
11/11/2025 // 11:23:27 // €2500 // 40748ddf-1852-4c9a-90d5-62dbe6319ace
11/11/2025 // 11:23:29 // €2500 // e89f5778-4f8d-4581-998b-2560c74df44e
11/11/2025 // 11:23:29 // €2500 // 9f704fbe-5aa4-4d3f-be64-3cffaabf7f62
11/11/2025 // 11:23:31 // €2500 // 0df7082d-41ff-4fa1-95a0-a71055a4988e
11/11/2025 // 11:23:31 // 2500 € // edf5296c-76fa-46d1-ac6a-a73c3239ac5f
11/11/2025 // 11:23:33 // 1500 € // c15c8e10-ab95-456a-9baa-5bae13fb144b
The total amount of outstanding payments is €29,000.
Since no progress has been made since the release on November 13, 2025, and the casino has only advised me to wait further, I urgently request your support in clarifying this case.
Thank you so much for your help.
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2 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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2 weeks ago
Dear Emre5858,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawals.
To better understand the situation and proceed with the case, could you please clarify a few points for us?
- Which payment method did you select for these withdrawals?
- Have you successfully withdrawn funds from Vulkan Vegas before, or would this be your first payout attempt?
- Have you received any confirmation emails for these withdrawal requests (submission confirmations, approval notices, etc.)?
- Could you please confirm whether the funds are still visible in your withdrawal section, or if anything has changed since your submission?
If you have any relevant communication or screenshots from the casino, please feel free to forward them to: [email protected].
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
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2 weeks ago
Translation
Dear Support Team,
Thank you for your feedback.
I will gladly answer your questions as follows:
I chose bank transfer as my payment method. I already provided my IBAN and all necessary bank details during the payout process.
I have not yet made a successful withdrawal; this is my first withdrawal attempt.
I received an email on the same day I requested the payout, stating that the payout request was being processed.
The corresponding amount of money is still displayed as real money in my account and is still visible in the withdrawal section.
I will of course provide you with the required information or documents immediately via email.
I hope this information helps you process my request further. Thank you in advance for your feedback.
Best regards
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1 week ago
Dear Emre5858,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petronela
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1 week ago
Dear Emre5858,
It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.
If there are any updates or new details since your last message, please share them with me.
As part of our standard procedure, I’m also inviting a representative from Vulkan Vegas Casino to join this conversation. Their input should help us move the case forward more efficiently.
Dear Vulkan Vegas Casino,
Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.
Thank you for your cooperation and a timely response.
Best regards,
Samuel
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1 week ago
Hello, Samuel
Frankly, we do not see any issues at all.
All the withdrawals are scheduled to be paid according to T&Cs, by now the player has already received 6.5k eur.
Kind regards
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1 week ago
Hello everyone,
First of all, I would like to thank the Vulkan Vegas Casino representative for the update regarding the withdrawals.
Emre5858, according to the casino, your withdrawals have been processed in line with their Terms & Conditions, and a total of €6,500 has already been received. Please confirm here whether this matches your records and if all payments have arrived.
Once I have your confirmation, we can monitor any remaining withdrawals and proceed toward closing the complaint if everything is in order.
Thank you for your cooperation.
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1 week ago
Translation
Hi Samuel, nice to meet you too.
I filed the complaint with Casino Guru on December 2nd, 2025. Up until that point, I had contacted Vulkan Vegas several times regarding my outstanding withdrawals, but without success. Only after I published the complaint here did things start to move.
One day later I received a payment of €1,500 and another of €2,500. Today, an additional payment of €2,500 followed, which was also correctly received.
I hereby confirm that I have received a total of €6,500.
However, nine withdrawals of €2,500 each are still missing, totaling €22,500. All of these withdrawals were requested on the same day and at the same minute.
According to Vulkan Vegas' terms and conditions, the 14-business-day processing time for withdrawals expired on December 2nd, 2025. Despite this, not all of the amounts have arrived in my account to this day.
I still don't understand why I'm missing these 9 payouts.
We can gladly monitor the further progress of the outstanding payments together until the full amount has been received by me.
Thank you.
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1 week ago
Hello everyone,
Thank you, Emre5858, for your detailed confirmation and for clarifying the current status.
Dear Vulkan Vegas Casino representative,
the player states that all remaining withdrawals were requested on the same day and that the 14-business-day processing period mentioned in your Terms and Conditions has already expired. I kindly ask you to clarify the following points:
- The current status of the remaining 9 pending withdrawals
- The exact reason for the delay
- An estimated timeframe for when these withdrawals will be processed and paid
I will continue to monitor the situation closely. Once all pending payments are successfully completed and confirmed by the player, we can proceed toward closing the complaint.
Thank you both for your cooperation.
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1 week ago
Translation
Hello Samuel,
I would like to inform you again about the current status of the Vulkan Vegas Casino case.
On December 5, 2025, I received another payment of €2,500. This brings my total payments to €9,000 so far. €20,000, originally requested in eight payments of €2,500 each, is still outstanding.
These eight outstanding transactions have all now been marked as "rejected" in the system, even though they were previously listed as pending. I contacted Vulkan Vegas directly. They informed me that it was supposedly a technical error and that I should request the withdrawals again. I was also told that I would then have to wait up to 14 business days for processing.
I consider this procedure extremely problematic, as I have requested my payouts correctly and on time, and have been waiting for my remaining balance for quite some time.
Thank you so much for your support. I will of course keep you updated.
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1 week ago
Dear Emre5858
Can you please make a withdrawal request once again.
We can confirm the remaining transaction were cancelled by technical reasons.
Regards
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1 week ago
Translation
Dear Vulkan-Vegas team,
Thank you for your feedback. I understand that, according to your statement, the transactions were cancelled for technical reasons.
Of course, I am willing to request the payouts again. However, I would like to explicitly state that I do not see why I should have to wait another 14 working days, as the error was demonstrably not on my end, but caused by a technical problem in your system.
I have submitted the payment requests properly and correctly. Therefore, I expect the entire outstanding amount to be paid out to me as quickly as possible and without another full waiting period, as originally requested.
I therefore request that you immediately prioritize the processing of my renewed withdrawal requests and provide timely confirmation of when the credit can be expected.
Best regards
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1 week ago
Hello everyone,
Thank you, Emre5858, for your detailed update and for keeping me informed about the situation. I really appreciate you taking the time to explain everything so clearly.
Dear Vulkan Vegas Casino team,
Could you please clarify a few points regarding the remaining withdrawals? Specifically:
- Can the outstanding withdrawal requests be prioritized given that the previous cancellations were caused by a technical issue?
- Is it possible to shorten the usual 14-business-day processing period in this case?
- And could you provide an estimated timeframe for when the renewed withdrawals will be completed?
Once I have your feedback, I will continue monitoring the situation closely to make sure everything is processed correctly.
Thank you both for your cooperation.
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1 week ago
Translation
As of December 8, 2025, 11:03 AM
Hello Casino Guru Team,
I hereby confirm that as of today, nothing has changed regarding the outstanding payout, nor have I received any feedback from Vulkan Vegas.
The status remains unchanged, and no progress has been made so far.
I continue to request your support in this matter.
Thank you.
Kind regards, Emre
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1 week ago
Greetings,
As per our records, the player received another 5k eur this morning, since the bank days have begun.
The player should receive their winnings by the end of the week, as per point 8.16 of T&Cs.
Regards
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1 week ago
Translation
Greetings,
Thank you very much for the feedback.
I can confirm that I received two payments of €2,500 each today at 11:20 AM. I was very pleased about this.
I hope that the further processing, as per your message, will be fully completed by the end of the week.
As soon as there is any new progress, I will of course contact you again in writing.
Thank you for your support.
Kind regards
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1 week ago
Dear Emre5858 and Vulkan Vegas Casino,
thank you both for the updates. I’m glad to hear that progress has been made on the pending withdrawal.
Please keep me informed of any further developments so I can monitor the case until it is fully resolved.
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2 days ago
Dear Emre5858,
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.
