VulkanSpiele Casino - Player’s withdrawal is delayed and funds are blocked.

VulkanBet has blocked my withdrawal for weeks by repeatedly rejecting valid verification documents and demanding impossible ones. They are now asking for a stamped bank statement for a Revolut virtual card, which Revolut does not issue.

They continue to claim they operate under a valid license, but their license expired in August 2024 (365/JAZ). Despite this, they are still withholding funds and stalling.

I request your help in resolving this and forcing them to process my withdrawal.

Dear RogerTheu,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you are facing regarding your withdrawal.

In order to better understand your situation and assist you in resolving this issue, could you please provide clarity on the following questions:

• What specific documents have you submitted for verification, and how many times have they been rejected?
• Can you confirm the exact reasons provided by VulkanBet for the rejection of your documents?
• Have any of your documents been approved and verified?
• Have you contacted Revolut to ask if the document requested from the casino could be obtained?

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

Hi Veronika,

thank you for your help!

Multiple Selfies with Id, and driver license.

The Id by itself.

Utility bills, insurance, hungarian address card.

Bank statements showing the masked credit card number.

They always ask for more documents.. now they wanted an official bank stamp, then selfies with handwritten stuff like date, like in a hostage movie.

Some show as approved on the website.

Revolut doesn't provide single card statements they said, only account based.

Cheers,

Tim

Please forward me all the communication between you and the casino customer support regarding the requests for verification at veronika.f@casino.guru. Kindly include the documents you sent to the casino that have not yet been approved and verified as well. Thank you for your patience and cooperation.

Dear RogerTheu,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.