The player from Germany faced challenges withdrawing their funds, with multiple requests for document uploads and ongoing identity verification requirements. They sought assistance in obtaining their money. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint due to a lack of further communication.
VulkanSpiele Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €500
VulkanSpiele Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Hello, after uploading my documents several times, the casino won't pay me my money. They keep telling me to verify my identity and keep making up new things. I need help getting my money.
Automatic translation:
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8 months ago
Dear juliangrebe756,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and assist you effectively, could you please provide us with the following details:
- Which of your identity documents have not yet been approved by the casino?
- What documents have you been asked to submit most recently? Did you submit these documents on time and in the correct format?
- When was the last time you uploaded any verification documents to the casino?
- Have you attempted to contact their customer support, and what was their response?
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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8 months ago
TranslationHello,
ID documents have already been successfully verified, selfie address and bank account have also been verified.
We need a photo or screenshot of the transaction you made with sofort_extra on May 31, 2025, for the amount of EUR 80.00. Your payment details, name, the transaction amount, and the date and time must be clearly visible. --> I've sent you that too.
I have uploaded documents several times in the last few days.
Customer service has been contacted 36 times so far, but only computer responses are coming back.
In addition, documents that had already been verified were deleted.
Automatic translation:
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8 months ago
Please forward me the most recent communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.
