VulkanSpiele Casino - Pelaajan kotiutuspyyntö on viivästynyt eikä sitä ole käsitelty.

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

Dear Casino Guru, I have submitted all my personal documents: my ID card, passport, bank statements, bank card details, a special bank letter proving the card is mine, multiple monthly card statements, account statements, and my driver’s license—yet every time, there is an issue. The selfies are perfect, but they have a problem with my last card information, as the card I won with is an online card. According to Hungarian law, OTP Bank does not issue a paper showing the card number. After much difficulty and rescheduling with the management, I managed to request it, yet they still have not responded for months. They always cite inaccuracy or lack of clarity and refuse to accept it."

Dear HSzintia,

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, Lala (jean.s@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,

Tomas

Hello HSzintia,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear VulkanSpiele Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Good afternoon, Casino Guru team and HSzintia,

HSzintia, to complete the verification process, we kindly ask you to provide the following documents:

• A clear, high-quality photo of a bank document confirming that you are the holder of the card ending in 9552.  

• A selfie where you are holding your identity document along with a handwritten note that includes your account email address and today’s date.

Please ensure that all details are clearly visible in the submitted images.

Please note that the information regarding the requested documents has also been sent to your email for your convenience.

Thank you for your cooperation.

Hello HSzintia,

I truly understand how exhausting and disheartening this process has become for you.

To get this resolved and stop the cycle of cancellations, we need to ensure the casino has absolutely no reason to reject your request again. I am asking you to please comply with the casino's latest request by uploading the documents they have asked for.

Additionally, to help me advocate for you and challenge any further "quality" claims they might make, please forward those same documents to my email at jean.s@casino.guru.

In your email to me, please also include:

• The documents you are currently sending to the casino.
• The bank statement of the card you won from, the same document that was previously sent to the casino

Having these files allows me to review exactly what the casino is seeing, so I can step in more effectively. Your cooperation is the key to helping me get your funds released.

Dear HSzintia,

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.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Lala