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Hi, trying to withdraw funds but casino has blocked withdrawal on my account due to account verification.

I did upload all documents requested (as crazy as some of those requests were) and their system shows that all has been accepted.

But account is still locked for withdrawal and customer support says I need to upload a selfie holding id and card (which I already did).

I have tried to sort it now for few days and it’s getting a bit fustrating, hence I would appriciate if you could help me out.

Thanks!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VulkanSpiele Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have been a player at the casino?
• Could you please share with me a screenshot of your account verification status?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Tomas, sent you all info trough email, thanks!

Hi Tomas, sent you couple of emails, yet to receive a reply, is everything ok?

This is still ongoing and does not seem to get anywhere, I’m considering getting legal team to help me out and to claim balance of 2001 euros + fees for legal team.

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

I went over the information you submitted.

• Have you provided a selfie to the casino without wearing glasses as well?

Looking forward to your reply.

Hi, they requested again all documents to be resent, at this point I’m considering to give up and seek for legal help at it has been more than 2 weeks in total and there is not much help from neither side.

To this day nothing has been sorted and my account is still blocked for withdrawals.

Joke of a casino

Update, Casino AGAIN requested same documents, what a surprise. It has taken me countless tries to provide them with all required documents, but they always claim that documents cannot be verified and do not provide reasons as to why.

I also requested casino support 2 weeks ago to put a block on my account so no further bets can be made - that was confirmed by chat support but completely ignored and no blocks were ever initiated on my account as to this day.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello zvezdovs,

My name is Attila 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,

Attila G.

Hello, zvezdovs and Casino Guru team,

Your account is currently undergoing a verification process. You have already provided almost all the necessary documents — just one is still missing. We kindly ask you to confirm ownership of the bank account where your withdrawal requests were made.  

This requirement was mentioned in earlier emails we sent you, and we have now re-sent a new request for this document to your email.  

We completely understand that this situation may cause some frustration, but a full set of documents is required to finalize the verification.  

Thank you very much for your cooperation. We appreciate your patience and wish you a great day ahead.

Hi Attila!

I have sent you an email with additional evidence that casino failed to follow law and failed to protect me when I made certain requests.

Looking forward to you reply.

VulkanSpiele Casino,

Good job evading the most important question, but still, would you care to answer following?

I also requested casino support 2 weeks ago to put a block on my account so no further bets can be made - that was confirmed by chat support but completely ignored and no blocks were ever initiated on my account as to this day. I also did send multiple emails with same request to casino email address, non the less, no blocks have been added to my account.

Dear Zvezdovs,

Responding to your email with the additional information,

Since the issue has evolved into a different matter from the original complaint, I will need some further details in order to properly assess this case.

The most important point is whether you can provide proof of your correspondence with the support agents, particularly the part where you informed the casino about your gambling problems.

Regarding the account verification itself, based on the casino’s response in the complaint thread, it appears that only one additional document is required for the process to be completed.

To proceed with this case, please provide the correspondence with the casino support where you requested the blocking of your account due to gambling problems.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello Zvezdovs,

Could you please confirm whether you have received confirmation from the casino that the corresponding limit has been set?  

Also we have also taken into account that all withdrawal transactions submitted with the bank account details were cancelled. Therefore, your account is now verified, and you can fully use all the features of the website.  

However, please note that if you carry out financial transactions using payment details that have not been previously verified, an additional verification process may be required.  

Thank you.

Hi Attila!

Sorry for delay, I was out of country for business trip. Will forward you screenshots of chat support and my emails to casino tomorrow morning, thanks!

Dear Zvezdovs,

Could you please confirm whether your account has been successfully verified and if you are now able to withdraw your winnings?

Additionally, please note that we have not yet received any supporting evidence from your side regarding the blocking of your account.

Best regards,

Attila G.

Dear zvezdovs,

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.

Hi Attila!

Apologies for delay!

I have now sent you all information requested.

Let me know if you have any questions.

Thanks!

Aivis

Dear Zvezdovs,

I can confirm that I have received your emails.

Dear VulkanSpiele Casino,

We have received email evidence from the player indicating that he requested a limit on his account due to his gambling problem. Could you kindly confirm whether you also received his emails? If possible, providing the exact date of receipt would be very helpful. Any sensitive information can be sent via email to attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Good afternoon, Attila,  

Could you please forward us the email that was sent by the user to our official address?  

You can simply send it as a reply to the message you received in your inbox.  

Thank you in advance.  

Dear VulkanSpiele Casino,

I have forwarded all the relevant evidence. Please let us know as soon as you have any updates.

Best regards,

Attila G.

Good afternoon Attila,  

We’ve sent the information regarding this matter to your email.  

Thank you in advance.  

Dear Zvezdovs,

Based on the evidence provided by both you and the casino, I regret to inform you that I must reject this complaint.

Thank you for your understanding. I am truly sorry we could not be of more help on this occasion. Please don’t hesitate to reach out to us again if you encounter any issues with this or any other casino in the future.

Best regards,

Attila G.