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My name is Ibrahim H*** D****, and I'm still owed €79,000 from the casino site Vulkan Vegas out of a total of €94,500. They've already transferred about €12,500, but within a month, the verification was successful. My ID card with selfie and player account were both verified, but then they simply stopped making payments. They're demanding trivial things, like a player account with an ID card as a selfie. Anyway, after that, they asked for a bank statement, which I'm now waiting for to go through the verification process. Now I'm having doubts because they said I'd receive a maximum payout of €75,000 within 30 days plus business days. They're giving me excuses in the online chat. What should I do now? I've certainly invested over €80,000; I have responsibilities I have!

Mein name ist Ibrahim H*** D****, ich bekomme noch 79000 Euro von der Casino seite vulkan vegas von 94500 Euro, ca. 12500 Euro haben die schon überwiesen aber innerhalb 1 Monat, die verifizierung war erfolgreich, der perso mit selfi und Spielerkonto war erfolfreich und als weiter, die haben einfach so aufgehört zu zahlen, fordern als banale sachen, wie zb. Spieler konto mit perso als selfi? Wie auch immer danach hies es einen bankonto auszug, darsuf warte ich jetzt bis es durch die prüfung geht, nun zweifel ich weil es hies in 30 tage plus werktage bekomme ich bis max. 75000 euro ausgezahlt, die haben im online Chst als ausreden. Wie gehe ich jetzt damit um? Habe bestimmt auch über 80000 reingesteckt gehabt, habe verantwortungen die ich trage!

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Dear ibrahimdiler,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawals.

From your description, it appears that part of your winnings has already been paid, while a significant amount (€79,000) remains outstanding, and the casino is continuing with additional verification requests. To better understand your situation and assist you effectively, could you please clarify the following:

• When did you request the first withdrawal and when were the partial payments (€12,500) received?
• What is the exact remaining balance currently pending for withdrawal?
• Did the casino inform you about any withdrawal limits (daily/weekly/monthly), and if so, what are they exactly?
• What specific documents are currently being requested from you (e.g., bank statement), and have you already submitted them?
• Did the casino provide any clear reason why payments stopped after the initial transfers?

It is not uncommon for casinos to process large withdrawals in installments and request additional verification, especially for high amounts. However, we need to verify whether the delays and requests are justified and in line with their terms.

If you have any relevant communication, screenshots, or documents, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

So, I have an outstanding balance of €79,000. From March 2nd, 2026 until today, I have received €12,500. I have to submit a new payment request because they keep citing technical problems as an excuse. The 30-day payment period will be extended because I am requesting a new payment date due to these technical issues.

The following documents are now being used as proof of my identity: ID card (both sides), selfie with player account including ID card, income tax statement, pictures of my bank card...most recently, their excuse was a bank statement, which was submitted yesterday and is being reviewed. I find it really shabby that a large sum of €12,500 is transferred, only for problems to arise afterward, and I have to verify my identity again.

Also, ich habe einen betrag von 79000 euro offen. Vom Zeitraum 02.03.26 bis heutigen Tag habe ivh 12500 euro überwiesen bekommen. Ich muss als neuen antrag auf auszahlung betätigen da die als die ausrede mit teschinchen problem ankommen. Da wird als die 30 tage frist verlängert, da ich als neue auszahlungsdatum wegen den ganzen teschixhen problemen beabtrage.

Folgendes ist nun bei dennen als veweis das ich Ich bin. Perso beidseitig, selfi mit spielerkonto inkls. Perso, lohnsteuerbescheid, bilder von der bankkarte...zuletzt die ausrede war bankkontoauszug, die ist seit gestern eingereicht und wird geprüft, also ivh finds rixhtig schäbig das eine grosse summe vo 12500 Euro überwiesen wird dann anschliesend nur probleme auftauchen und ich erneut mich als verfizifieren muss.

Hi ibrahimdiler,

Thank you for your update.

I would also like to mention that the screenshots you have forwarded so far appear to be from a Klarna live chat, not from the casino itself. To properly assess your case, we will need communication directly with the casino.

To help us proceed, could you please provide supporting evidence regarding the remaining €79,000 balance? Specifically:

• Screenshot of your casino balance and withdrawal history
• Any pending withdrawal requests
• Communication with the casino (emails or live chat)

You can upload these here or send them to petronela.k@casino.guru.

Thank you.

Dear ibrahimdiler,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru