VulkanSpiele Casino - Player's withdrawal is delayed due to verification issues.

I am requesting assistance regarding a blocked withdrawal of €25,000 from VulkanSpiele.

The casino is refusing to complete verification due to an alleged missing Ethereum deposit equivalent to €23.03.

This deposit was credited to my casino balance and formed part of my total balance together with other deposits. As deposits are credited into a single running balance, it is not possible for me to isolate which balance increase came from which deposit.

The casino is requesting a "screenshot of the transaction" but has refused to provide the blockchain transaction hash (TXID) or the receiving wallet address used to credit the deposit.

The only reference they provided appears to be an internal casino transaction number, which does not exist on Etherscan and is not a valid Ethereum transaction hash.

Without a TXID or wallet address, it is technically impossible to provide a blockchain screenshot. Ethereum transactions can only be verified using a transaction hash or wallet address.

I asked the casino multiple times to either provide the blockchain transaction hash / receiving wallet address, or to confirm that this credited deposit is not required for verification.

The casino explicitly stated in live chat that they do not provide such information, while still insisting that I provide a screenshot of the transaction.

Because of this impossible verification requirement, my €25,000 withdrawal remains blocked. I believe this is an unreasonable and unfair practice, and I am requesting Casino.Guru’s assistance.

I can’t Upload the 25,000 payout Pic cause theyre payouts are made in 500€ so 25,000€ devided by 500€ payouts.

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Dear ThatsAura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To fully understand your issue kindly answer the following questions.

• Have you made any successful withdrawals before? 
• How long have you been a player at this casino, please?
• Have you accumulated your funds with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

No I never did a payout, because they don’t want to verify my Account because of that missing deposit. Even after I send them all kind of verifications they Need. Even my Face with my passport on the side of my Face, with Cards that I Made some deposits. Everything they could Need to verify me and they don’t want because of the „missing" deposit from 23,03€, Even tho there doesn’t exist a Casino that takes deposits with Cents. And That shouldve been my First deposit. After that one, was all with 00 at the end. 50, 100, 10, 20. never something Like 10,14€ . That just doesn’t exist. Even when its payed with crypto, we copy the amount they text there so it’s should be exact 20 or 30, 50. 

And anyway in all my crypto platforms, this Transfer doesn’t exist. I don’t have any kind of email from any of my platforms with a confirmation of that transfer. Only from the Casino. 

Any Updates?

Dear ThatsAura,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

i send you already 2 emails with those things.

just sent you one more now

Dear ThatsAura,

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, Stefan (stefan.m@casino.guru). 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,

Katarina

Thank You very much!! I’ll wait for an Update from You guys.

I’ll be waiting, Hope Everything Works out.

Dear ThatsAura,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from VulkanSpiele Casino to join this conversation and assist in addressing the complaint.

Dear VulkanSpiele Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Good afternoon, Casino Guru team and ThatsAura,

ThatsAura, a verification procedure has been initiated for your account. Once the verification is successfully completed, withdrawals will be resumed.

To complete the verification, we kindly ask you to provide confirmation that the payment of €23.03 made on March 1, 2025, was carried out using payment details belonging to you.

Could you please let us know if you’re experiencing any difficulties in preparing this confirmation?

Thank you for your time.

Ja das habe ich euch doch vom Anfang an gesagt, die Transaktion ist nirgends zu finden und ihr macht es mir auch nicht wirklich nicht leichter es zu finden wenn es überhaupt existiert.

Denn Ohne eine Transaktions-ID (TXID) oder eine Wallet-Adresse ist es technisch unmöglich, einen Screenshot der Blockchain bereitzustellen. Ethereum-Transaktionen können nur mithilfe eines Transaktions-Hashs oder einer Wallet-Adresse verifiziert werden.

Dear VulkanSpiele Casino Team,

Could you please assist the player in identifying the transaction by providing either the deposit address or the transaction hash?

Thank you for your cooperation. I look forward to your response.

Good afternoon, Casino Guru team and ThatsAura,

We are currently clarifying the possibility of obtaining and providing this type of information.

Thank you for your patience.

Good day,

ThatsAura, additional information regarding the transaction mentioned earlier has been sent to your email. We hope this will help you provide the documents required to complete the verification process.

Please also note that since new withdrawal requests were submitted using payment details that had not been previously used, you will need to provide verification documents for these details as well in order to complete the verification.

Thank you for your understanding. We look forward to receiving the required files.

Sorry but how you see, nothing exists with this what you send me on the email. Thats still bullshit.

And I changed the payout methode because the page cancelled the payout and it was not possible anymore to payout 25.000 only 24.500 and the Mastercard method was not available at the moment. So you are trying to f**k me up.

Dear VulkanSpiele Casino,

Thank you for your response and continued cooperation.

Could you please confirm whether you have received all the necessary documentation from the player to complete the verification process?

We look forward to your response.

Off course not, that what they are asking for is impossible to find. Even with the TXH-iD that they Sent me is nothing nowhere to find, not even in the ethereum Site Where people can find any Kind of Transfer what was made with ethereum. And they also don’t Let me use the payout method that I used to make the deposits, now they say it’s Not possible at the Moment. They are trying any Kind of Methode for me to cannot verify myself. I sent then every kind of document needed to verify myself😆 even my face beside my deposit cards and passport. But the still want only that one deposit proof that is nowhere to find.

Good afternoon,

Unfortunately, we haven’t received any additional images that would allow us to complete the full account identification recently.

The deposit made via the Ethereum cryptocurrency was carried out from the player’s account, and these funds were used for gaming activity. Therefore, in order to complete the verification of this account, we need confirmation that the wallet details used for this transaction indeed belong to the user. From our side, we have already provided the user with all the necessary information.

We would also like to note that a previously unused USDC wallet was indicated for the withdrawal request. As a result, to complete the verification process, we additionally need confirmation of ownership of this wallet as well. Information regarding this requirement was sent by email on January 2.

We are currently awaiting the requested information. Thank you.

We can all See in the picture above that this transaction is nowhere to find.

And for the usdc wallet, i put already something in the site for verification. I wanted to put more but it doesn’t Let me delete the others.

Dear ThatsAura,

Thank you for your message.

According to the casino, the verification process cannot be completed without confirmation of ownership of the Ethereum wallet used for the deposit, as well as the USDC wallet that was selected for the withdrawal. The casino has indicated that they have not yet received sufficient documentation to complete the full account verification.

Regarding your comment that the transaction is not visible in the provided image and that you have already submitted some information for the USDC wallet, it would be best to clarify this directly with the casino by submitting clear proof of ownership for both wallets (for example, screenshots from the wallet interface showing your wallet address and relevant transactions).

Unfortunately, providing the requested documentation is necessary in order to pass the verification process. Could you please confirm which Ethereum wallet you used to fund your casino account and whether you are able to provide additional proof for both wallets?

We look forward to your response.

So let’s Do it like this then, I will cancel the payout. And let’s Focus on my verification. Until now what you Provided me, doesn’t help at all finding the transaction that anyway I know I didn’t do it. And I postet a picture up about that TXD-id what you have given me. That transaction is nowhere to find, so please, give me what I need to find it or find another way to verify my account.

I’ll put here again what I found about the TXD-id you gave me. So everyone can see that it’s bullshit what you’re doing.

after we verify my profile, I’ll do the payout and will send you what you need to verify it to.

Dear VulkanSpiele Casino,

Thank you for your continued cooperation.

Could you please provide us with the relevant transaction hash for the player’s deposit to your casino so that we can verify the transaction? According to the player’s findings, it appears that this transaction may not exist, and we would like to review it in more detail.

Thank you very much in advance for providing this information.

We look forward to your response.

Good afternoon, Stefan

I’ve sent you the information regarding this payment by email. Please feel free to review it when convenient, and let us know if you have any questions.

Thank you.

Mr Stefan, still there?

Dear ThatsAura,

Please accept my apologies for the delayed response.

I have been informed by the casino representative that you should have already received the hash of the deposit made to the casino.

In order to proceed, could you please provide the casino with proof of ownership of the wallet? A screenshot showing the crypto address clearly visible would be sufficient. Additionally, please provide a screenshot of the deposit transaction to the casino.

Kindly let me know once you have submitted the requested documentation so we can follow up accordingly.

I look forward to your response.

how you can see, the hash what they send me is nowhere to find. Also Not on ethereum Site, and everyone know that transactions made with ethereum, need to be on the site to when you search it. How can i provide something that is nowhere to find? I searched all my crypto wallets, emails, Everything, and nothing about this transaction.

is this what they need?

Noch da?

Dear VulkanSpiele Casino,

Could you please review the provided documentation and let us know if everything is in order and the player is ready to withdraw their funds?

We look forward to your response.

so now they want more more and more. I dont get it. Before was only this one transaction and now this ???

This is Not normal! They i Gave them what they want and now they want more and more

Die spielen doch mit mir oder????? Die wallets haben keine Name drauf !!!! Was wollen die jetzt von mir???? Die werden nur glücklich sein wenn ich das ganze Geld verzockt habe.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ich musste jetzt extra die wallets ändern um meine Name drauf zu schreiben. Die warten nur ab das ich das Geld verspiele. Dann sind die glücklich

Good afternoon Casino Guru team and ThatsAura,

ThatsAura, at this point, you have provided all the necessary documents, and your account has been successfully verified.

Please note that if any new payment details are used for transactions, we are required to verify those details as well.

Have a great day!

Dear ThatsAura,

It appears that your account has now been successfully verified and that you are eligible to proceed with a withdrawal.

Could you please confirm whether you have already submitted a withdrawal request? If so, kindly let us know its current status.

We look forward to your response.

Ja habe ich, es hat eine bearbeitungszeit von 30 Tagen also warte ich gerade auf die Auszahlung. Sobald es angekommen ist werde ich mich melden und es euch bestätigen. Vielen lieben Dank für alles.

Dear ThatsAura,

I am glad to hear that the payment is on its way. Please let us know once the funds arrive in your bank account.

We look forward to your response.