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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.

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.

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.

Yes, I told you that from the beginning, the transaction can't be found anywhere and you're not really making it any easier for me to find it, if it even exists.

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

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?

Still there?

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

Are they playing games with me?! The wallets don't have any names on them! What do they want from me now?! They'll only be happy when I've gambled away all my money.

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.

I had to change my wallets just to put my name on them. They're just waiting for me to gamble away the money. Then they'll be happy.

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.

Yes, I have. It has a processing time of 30 days, so I'm currently waiting for the payment. As soon as it arrives, I'll get in touch and confirm. Thank you so much for everything.

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.

I do.

Mache ich.

😂😂

they are playing with me.

They Are paying me 150 per day out, cause they know im an Aktive Player, and that I will have the temptation to play. Cause I did already. 

I still have 18k there to payout and they are doing everything to pay me as less as possible, cause they’re waiting for me to play again. 

This is not normal what they are doing. 

Everyday they say me something different. They cancelled my payouts cause of "technical problems" and said that I can do only 150 per payout but I could do as many as I want. 

they did that for me to pass the limits of payouts recording to their "rules", Blablabla. Only bullshit for them to don’t pay me out completely at once and all off the money. 

they are playing with me mentally and psychologically, cause they know I’m an active player. And this is sick. 

Hello ThatsAura,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ThatsAura,

Could you please state how much you have withdrawn from the casino so far and what the remaining balance is to be withdrawn?

I look forward to your response.

Of 18,000, 15,600 remain.

Von 18 tausend sind noch 15.600

Dear ThatsAura,

Could you please clarify what has happened with the €7,000 from the total disputed amount of €25,000?

Additionally, I would like to ask whether you would agree to close the complaint as resolved for the time being. Keeping the complaint open while the payments are being processed may take a considerable amount of time. Please note that if the casino stops processing the remaining payments, you will always have the option to reopen the complaint and we will intervene again.

I look forward to your response.

Dear ThatsAura,

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.

And what if I mark it as fixed and they then cause trouble again?

Und wenn ich es als behoben mache und die dann wieder irgend welche Faxen machen ?

Dear ThatsAura,

We expect the casino to adhere to its financial obligations. If the casino stops processing payments or ceases communication, please contact us immediately and request that the complaint be reopened so we can assist you further.

In the meantime, could you please confirm whether we may close the complaint as resolved for now? Alternatively, you may also close the complaint yourself using the "resolve" button.

We look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ThatsAura,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan