The player from Austria faced ongoing verification challenges, as his account had been under review for a month with repeated requests for documentation. Additionally, his €1400 deposit, which was initially promised to be refunded, remained unreturned and was instead credited to the casino. Support had been unresponsive throughout this process. The complaint was resolved after the player received partial and subsequent payouts totaling €1166, with the final withdrawal being processed within the promised timeframe. We closed the case upon the player's confirmation that the issue had been resolved.
VulkanSpiele Casino - Player's account has not been verified.
Resolved
Our verdict
Case closed
Amount: €1,400
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 weeks ago
Translation
My account has been undergoing verification for a month now, and the same confirmations are repeatedly requested – such as: passport – selfie with the passport open – a close-up of the passport, etc. I keep submitting new photos as requested, and they keep demanding something new even though everything has received a green checkmark. Furthermore, the €1400 isn't even winnings, but a deposit that was marked as canceled on the casino website. Initially, they said I would receive the money back to the account I deposited it into, which of course didn't happen; instead, the money was credited to the casino.
The verification process has been running for at least a month, and to date, something new has been requested repeatedly, even though everything has received a green checkmark!
You can completely forget about their support because they don't respond to customers at all and just keep writing the same thing!
Automatic translation:
Public
Public
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.
Public
Public
2 weeks ago
Dear Andreas15,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Which documents have you already submitted, and when did you send the most recent one?
- Has the casino indicated any issues with approving any specific documents?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
Public
Public
2 weeks ago
Translation
Hello
I have sent payment confirmations multiple times, I have also sent my passport multiple times, I have also sent proof of address multiple times, I have also sent a selfie with my passport open multiple times, and they always add something new they want for verification and always give the same answers.
Four weeks ago, or even longer, I sent everything, and week after week, or rather day after day, I sent new things that were requested; one week ago, the last thing they wanted was an opened passport.
My pictures were cropped even though it's clear nothing was cut out; otherwise, all four corners of the passport wouldn't have been visible. I'm not even getting an email from the site.
Regards, Andi
Automatic translation:
Public
Public
2 weeks ago
Translation
Hello
The account was apparently verified today, the live chat informed me earlier.
Yesterday I requested the payout of €1400 - live chat said it would take a maximum of 5 days for it to arrive in my account - could we possibly leave this case open until the money actually arrives in my account?
Best regards
Automatic translation:
Public
Public
2 weeks ago
Translation
I have now received one payment of €166.
Two more are still pending, each with a prize of €500.
because €233 are supposedly fees if you don't use the money you transferred.
Automatic translation:
Public
Public
1 week ago
Translation
We made the second payout of €500 today...
Tomorrow would be the end of the maximum 5-day period for the final payout.
Automatic translation:
Public
Public
1 week ago
Thank you for your reply, Andreas15. I am happy to hear that you have received the withdrawals. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
1 week ago
Translation
I received an email from Vulkanspiele stating that my account is not verified, even though two Vulkanspiele employees assured me in writing (I have these chat logs on my phone) that my account was verified, which support also confirmed via email. Now my account is no longer verified and the last payout of €500 cannot be processed.
I received the first payment of €166.
The second payment of €500 was apparently transferred, but I haven't received it in my account yet.
Automatic translation:
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Andreas15,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
