The player from Austria had requested a withdrawal of €700 from Vulkanspiele Casino but encountered difficulties with the verification process. After finally completing the verification, she discovered that her account had been deleted, and the casino had been rebranded to Fiery Play Casino, leaving her unable to retrieve her funds. The issue was resolved after the player communicated with the Complaints Team and confirmed that her problem had been addressed. The complaint was marked as resolved following her confirmation.
VulkanSpiele Casino - Player is unable to log into her account.
Resolved
Our verdict
Case closed
Amount: €699
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
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4 days ago
Translation
Hello
I requested a withdrawal of €700 from Vulkanspiele Casino (37vulkanspiele958.com) on April 19th. Then came the verification process, which proved very difficult. I uploaded all my documents, but I had to upload the photo of my ID, email address, and the date ten times, and it never seemed to work. Finally, I left a review on Trustpilot, and the verification went through. They stated the withdrawal would be processed five days after successful verification. I thought, "Great." Today, when I tried to log in, I discovered my account no longer exists. I also noticed that the casino has been rebranded.
Fiery Play Casino – Games, Bonuses & Registration
My account no longer exists; it was simply deleted.
I'm not surprised that the casino is being renovated, as countless online reviews reflect a pattern: 1 star and no payout...
I deposited some money and now I would like the payout I am entitled to. Can you please help me? The casino is no longer responding to my emails.
I've attached evidence below.
Thank you so much for your help.
FK
Edited by a Casino Guru admin
Automatic translation:
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20 hours 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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20 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward the communication with the casino’s customer support confirming the verification of your account and the five-day processing time for your withdrawal request to veronika.f@casino.guru?
- What types of games did you play to accumulate your winnings?
- Have you ensured that you are logging into Fiery Play Casino using the same credentials as for your VulkanSpiele Casino account?
- Have you tried contacting customer support regarding the issue with accessing your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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14 hours ago
The player emailed us to say that her problem had been resolved.
Dear kati2912,
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 https://www.trustpilot.com/evaluate/casino.guru. 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,
Veronika Fritz
Casino.Guru
