VulkanSpiele Casino - Player’s withdrawal request is delayed and not processed.

I have been trying to withdraw the amount of HUF 554,000 from my casino account since January 3. I have completed the identification process required for my account several times and sent all requested documents to the casino.

Despite this, my transfer requests are repeatedly being cancelled and I am constantly being asked for new documents. The documents I sent have been rejected several times on the grounds that the image is blurry or of inadequate quality, despite the fact that I sent the documents in good quality, clearly visible and legible.

I have re-uploaded the documents several times, each time trying to take the best quality images possible, but the problem remains unresolved. The disbursement process has been dragging on for months, and to this day I have not received a clear answer as to what exactly is preventing the payment from being processed.

I would like to emphasize that I have been cooperative with the casino, sent all requested documents, and completed all necessary checks. However, my withdrawal requests are repeatedly being canceled and the identification process is taking an unreasonably long time.

Therefore, I am asking Casino Guru for help in investigating the matter, having the casino process my withdrawal request, and paying out the HUF 554,000 balance in my account.

Thank you for your help and cooperation in resolving the matter.

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.

Hello,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Which documents did the casino approve, and which documents were not approved?
• Which type of documents seem to be causing the issue? (photo of ID, selfie, etc.)

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,

Tomas