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Good afternoon. I am facing a problem with identification at the casino, I have sent all the documents they request, my account has been confirmed as you will see in the photos I am providing below, but they continue to tell me that they want additional verification, even though I have sent them the documents they have requested, I will show you all of the above with photos.

Καλησπερα σας. Αντιμετωπίζω προβλημα με την ταυτοποιηση στο καζινο, εχω στειλει ολα τα εγγραφα που ζητουν, ο λογαριασμος μου εχει επιβεβαιωθεί οπως θα δειτε και στις φωτογραφιες που σας παραθετω ποιο κατω αλλα συνεχιζουν να μου απαντανε οτι θελουν επιπλεον ελεγχο ενω τους εχω αποστείλει οτι εγγραφα μου εχουν ζητησει, ολα τα παραπανω θα σας τα δειξω και με φωτογραφιες

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

1: Photo ID, selfie with ID, phone bill with my address, bank account with my address, IBAN issued by the bank with my name, the card with which I made the deposit with the requested digits covered, selfie with the card with which I made the deposit, I have uploaded all the documents they asked for to my profile and sent them by email, everything is in the correct format, clear photos with clear features, and the details of my ID and cards are very clearly visible. I have asked them repeatedly if any documents are missing and then they told me that the selfie with the card is not clearly visible, I sent many photos again and many messages through chat because they did not respond to emails and then I received an email that my account has been identified, I made a withdrawal of 1250 before the account was identified, and they tell me that you can not because the casino wants to do additional verification, I go in and do the verification, but they do not ask for additional documents and this can take hours or even several days, they do not tell me if additional documents are needed, they simply leave me on hold while in my profile it now appears that I have been identified, I am also attaching a screenshot from the verification email that they sent me and from the My profile, which appears to be my account, I am also sending you a snapshot of the withdrawals that they alone divided into three of 500-500-250, while I had requested one of 1250. If you want, I can send them to you via email,

1: Φωτογραφια ταυτοτητας, selfie με την ταυτοτητα, λογαριασμο τηλεφωνου που αναγραφετε η διευθυνση μου, λογαριασμο ρευματος που επεισης αναγραφεται η διεύθυνση μου, iban το οποιο εχει εκδοθει απο την τραπεζα που επισης φαινεται το ονοματεπώνυμο μου, την καρτα με την οποια εκανα καταθεση με τα ψηφια που ζητησανε καλυμενα, selfie να κραταω επισης την καρτα με την οποια εκανα καταθεση, ολα τα εγγραφα που μου ζητησανε τα εχω ανεβασει και στο profile μου και τα εχω αποστείλει με email, επισης ολα ειναι στη σωστη μορφη, καθαρες φωτογραφιες με καθαρα χαρακτηριστικα, και πολυ καθαρα να φαινονται τα στοιχεια της ταυτοτητας μου και των καρτων. Τους εχω ρωτήσει επανειλημμένα αν λειπει καποιο εγγραφο και τοτε μου ειπαν οτι δεν φαινεται καθαρα η selfie με την καρτα, εστειλα ξανα πολλες φωτογραφιες και πολλα μυνηματα μεσω chat γιατι στα emails δεν απαντουσανε και τοτε μου ρθε email οτι ο λογαριασμος μου εχει ταυτοποιηθει,αναληψη εκανα 1250 πριν ταυτοποιηθει ο λογαριασμος , και μου λενε οτι δεν μπορεις γιατι το καζινο θελει να κανει επιπλεον επαληθευση μπαινω κανω την επαληθευση, αλλα δεν ζητανε επιπλεον εγγραφα και αυτο μπορει να παρει ωρες η ακομα και αρκετες μερες, δεν μου λενε αν χρειαζονται επιπλεον εγγραφα απλα με αφηνουν στην αναμονη ενω στο προφιλ μου φαινεται πλεον οτι εχω ταυτοποιηθει, σας επισυναπτω και στυγμιοτυπο οθονης απο το email επαληθευσης που μου στειλαν και απο το προφιλ μου που φαινεται οτι ειμαι ταυτοποιημενος ο λογαριασμος μου,επισης σας προωθω στυγμιοτυπο απο τις αναληψεις που μονοι τους τις χωρισανε σε τρεις των 500-500-250 ενω ειχα ζητησει μια των 1250 αν θελετε σας τα προωθω και σε καποιο email,

I received a new email that my account has been verified, but as you can see, I still can't withdraw. I contacted customer service and they told me that my account would be re-checked. I have never experienced anything like this before. I have played at over 100 different online casinos, and this is the first time I've encountered something like this.

Has the casino specified why your account needs to be re-checked? Please forward me the most recent communication between you and the casino regarding the verification of your account at veronika.f@casino.guru, or post screenshots here.

Also, could you please specify what types of games you played to accumulate your most recent winnings? Were they slots, live casino games, or did you place bets on sports only?

Did you play with or without a bonus?

They finally did the identification but for technical reasons they told me that I can't withdraw the 7100€ and the limit is 5000€. They also can't give me more than 150€ to withdraw, so I was forced to and made withdrawals of 150. So far two withdrawals have been credited, one on 3/9 and one on 5/9. I played slots. Gates of Olympus 1000, Buffalo King Megaways, Dog House Megaways

τελικα κανανε την ταυτοποιηση αλλα για τεχνικους λογους μου ειπαν οτι δεν μπορω να κανω την αναληψη των 7100€ και το οριο ειναι 5000€. Επισης δεν μπορουν να μου βαλουν περισσοτερα απο 150€ αναληψη, και ετσι αναγκαστηκα και εκανα αναληψεις των 150. Μεχρι στιγμης εχουν πιστωθει δυο αναληψεις, μια στις 3/9 και μια στις 5/9. Επαιζα slots. Το gates of olympus 1000, buffalo king megaways, dog house megaways

Thank you for your response. I'm glad to hear that your account has been successfully verified, although the information about the payments must be disappointing.

How many pending withdrawal requests are currently in your account?

How much of your balance have you already received?

When was the last time you received a payment from this casino?

I had to make 33 withdrawal requests of €150. Only 9 were successful and as soon as I played €10 they cancelled 22. Unacceptable, now I have made new requests, all this time has passed, out of €7100 I have managed to get only €1200 credited to me within 15 days. Disappointing payments

Αναγκαστηκα να κανω 33 αιτηματα αναληψης των 150€. Εχουν γινει με επιτυχια τα 9 μονο και μολις επαιξα 10€ τα ακυρώσανε τα 22. Απαραδεκτο, τωρα εκανα νεα αιτηματα, εχει περασει ολο αυτο το διαστημα, απο τις 7100€ εχω καταφερει μεσα σε 15 μερες να μου πιστωθουν μονο 1200€. Απογοητευση οι πληρωμες

However, they don't explain to me why withdrawals should be canceled and why they should all be made with a maximum amount of €150 and each day they should be processed with a withdrawal of €150???

Δεν μου εξηγουνε ομως γιατι να πρεπει να ακυρωθουν οι αναληψεις και γιατι να γινονται ολες με μεγιστο ποσο 150€ και καθε μερα να επεξεργαζονται απο μια αναληψη των 150€;;;

I play and have won other money, but the withdrawals are tragic. I have made 10 withdrawals since 11/9 and they still haven't processed. Right now, I have €7,456 with 11 withdrawals of €150, and none have been processed.

Additionally, approximately €1,700 has been credited to withdrawals of €150. There are 14 more withdrawals of approximately €150 pending, I go to make more and it won't let me, while I haven't reached the limit of €5,000 per month, I'm really disappointed, I can't understand why they're behaving like this and saying all these things

At this moment, after making additional wins, I have 14 withdrawals of €150 each open because they wouldn't let me make a larger amount, and I also have €7,510 in my account. They tell me that they are checking something again and that I will be able to make a withdrawal later, but for now I can't.Also, in a previous post, I have uploaded my chats with the customer service of vulkanspiele.I need your help to withdraw my money because they keep finding excuses. When I made deposits of many thousands of euros over the years to various companies, none of them created a problem with the deposit and they took the money in seconds. This is the first time in my life that I've won a sum of €7,500 and I can't withdraw it.I've lost over €50,000 all these years, and they took it in seconds without any problems, but they create a problem with withdrawals.

I continue to play and as you can see the amount is 12,274, but when I go to make a withdrawal, it tells me to contact them, they check my account again, I haven't used a single bonus, I have made deposits with my salary card legally and clearly and they just bother me.

Thank you very much, tggate77, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear tggate77,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite VulkanSpiele Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

The money was lost, they didn't make withdrawals, out of 12,300 I was only able to get 2,500 in 17 withdrawals of €150. Every withdrawal over €150 was cancelled, it's the worst company there is, stay away players from this casino scam, as lucky as you feel if you win, as unlucky as you are if you try to get your money. Stay away. Don't deposit another euro with them.

Good afternoon Casino Guru team and tggate77,  

A standard account verification procedure was initiated for the user’s account. After all the required documents were provided, this procedure was successfully completed.  

For technical reasons, it is simpler and more reliable to process payments in smaller amounts, which is why we asked for the withdrawal requests to be divided accordingly. At the same time, all withdrawals are carried out within the timeframes established by the rules. These timeframes depend on the total withdrawal amount and are not affected by the size of each individual request.  

In addition, in the case of large winnings, an additional check of those winnings may be carried out directly with the game provider. During such checks, as well as during account verification, the ability to create new withdrawal requests may be temporarily put on hold, as each individual request has a limited lifetime from a technical perspective.  

Once we received confirmation of the winnings’ validity, withdrawals were resumed and continued to be processed as long as there were sufficient funds on the user’s balance to cover the pending requests.  

Thank you!

Dear VulkanSpiele Casino, Thank you for your detailed explanation. We appreciate the clarification regarding the verification process, the handling of withdrawals in smaller amounts, and the additional checks for larger winnings.

At the same time, we want to ensure a smooth experience for the player. Could you please confirm that all pending withdrawals have now been processed, and let us know if there are any further steps the player should take to complete the process as quickly as possible?

We greatly appreciate your cooperation and support in helping the player finalize their withdrawals.

Good afternoon Martina,  

At this point, all withdrawal requests that had sufficient funds available have been successfully processed. The last successful transaction was sent to the user on September 23.  

The account is now verified, which means that if withdrawals are made to previously used payment requisites, all payouts will be processed within the timeframes specified in the rules of our website.  

We would like to note, however, that in the case of large winnings, an additional check may be required in cooperation with the game provider. This will depend on the outcome of the game.  

Thank you. 

They set a limit of €150 per withdrawal, made the minimum a single transaction per week over a whole week while I had €12,300 in my account, their purpose was to make me play and lose, also when I reached that amount my account was frozen again and they wouldn't let me withdraw and needed additional checks, the conclusions are yours, I will never play with them again.I already closed the account, new players should keep this in mind and draw their own conclusions

Dear tggate77,

I am sorry you did not have a good user experience.

I will now close this complaint since there are not more funds to withdraw, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.