The player from Germany had won 120,000 euros at Vulkan Vegas but was unable to withdraw the funds due to his account being under review, a situation that had never occurred before. He had made successful withdrawals in the past and was concerned about the lengthy review process and potential issues with receiving his winnings. After extensive communication, it was determined that the casino had confirmed a malfunction in the game round calculation, which invalidated some winnings. However, the player was notified that the remaining balance was accessible, and a withdrawal request was made. Ultimately, the complaint was rejected due to a lack of response from the player, but the option to reopen the complaint remained available.
Vulkan Vegas Casino - Player’s account is under review for withdrawal.
Amount: €120,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
17 hours ago
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1 month ago
Translation
Good day,
I won 120,000 euros at VulkanVegas, but I can't withdraw it because all of a sudden my account is under review. This has never happened before. I've made withdrawals several times—never this much, but still always smoothly. I've read everywhere that this "review" process apparently takes a very long time.
I often see that people don't receive their money, which is why I've filed this complaint to have it monitored by Guru from the start.
By the way, I have adhered to all the terms and conditions, no double accounts, have been depositing with the same bank for years, so I've really done everything right.
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1 month ago
Dear Lukas99,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal at Vulkan Vegas.
To better understand and assist with your case, could you provide us with a bit more information?
- Have you received any specific reason from Vulkan Vegas for why your account is under review?
- Were you asked to submit additional documentation for the verification process? If so, could you tell us which documents were requested and when you submitted them?
- Have you received any timeframe from the casino regarding how long this review process might take?
- Have there been any recent changes to your account activity that might have prompted this review?
Could you also share any correspondence with the casino related to this review? This can include emails or messages you received from their support team. If you have anything you would like to forward, please feel free to send it 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
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1 month ago
Translation
Hello Petrenola,
There were no changes to the account or the game. I have been playing there for years with the same account and the same bank account. I played fairly, so I would like to get the money fairly, as is normal.
I have not been given any reason or duration for the review, which is why this all seems so strange to me
Thank you !
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1 month ago
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Good day,
I have sent you some pictures via email.
Thank you
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1 month ago
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Hello, nothing has happened yet, they still can't tell me how long it will take or why the review is being carried out, I'm starting to feel really ripped off, I'm sorry
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1 month ago
Hi Lukas99,
From the forwarded screenshots, it seems that you requested your first withdrawal on 11.11. Is that correct? If so, please allow the casino a bit more time—typically, they take up to two weeks to process payments and review gameplay, which is a standard procedure after winning such a substantial amount.
Thank you for your patience and understanding.
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1 month ago
Translation
Good day,
Thank you for your reply, yes I'm waiting, the verification is still ongoing, sorry I was just nervous about the amount, it's life-changing for me, that's why I was so quick to do this, it's not meant to be a complaint but more of a help that someone from your team is "at my side" and notices everything as a third party.
Thank you very much for everything and I will keep you updated!!
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1 month ago
Thank you for your understanding and for keeping us updated. I completely understand the anxiety—when it’s a life-changing amount, it’s only natural to feel a bit nervous. Rest assured, we’re here to keep an eye on things for you and make sure everything is moving along smoothly. You’re not alone in this.
We’ll be keeping your complaint open until the issue is resolved and the money is safely in your hands.
Thanks again for your patience, and we’ll stay in touch.
Feel free to reach out if you need anything in the meantime
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1 month ago
Hello Lukas99, Petronela
The player's gaming activity is undergoing the verification initiated by the game provider.
As soon as they validate - we will notify.
We can confirm, that the account is fully verified and there are no other issues besides the checks by the game developer.
Kind regards
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1 month ago
Translation
Good day,
Thank you for your answer, can you please tell me a time frame, approximately how long it will take? It's been 8 days now, don't get me wrong, I'm a big fan of Vulkan Vegas and will continue to play there without question, but I'm sure you understand my concern with such an amount.
The complaint is not meant to be malicious, I just want to be on the safe side.
Thank you !
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1 month ago
Hi Lukas99,
Thank you for keeping us updated, and we understand your concerns regarding the wait time. While we’re aware that these verifications can sometimes take longer than expected, we ask for your patience as the game provider completes their checks.
To the Casino: could you please keep us informed of any updates as soon as you receive them from the game provider?
Thank you both for your cooperation.
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1 month ago
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Hey thanks for the answer, yes the casino said it will get an answer this week so I assume that I can request the withdrawal this week, hopefully
Best regards
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1 month ago
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Hello,
I just wanted to say that I'm really starting to get disappointed. I've been waiting 11 days for a review, whereas other sites took 1 day. I'm also starting to feel like I'm being treated badly and kept waiting for the fact that I've already paid in so much. I hope that I can start making a withdrawal soon.
Thank you
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4 weeks ago
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Hello,
It's been 13 days and nothing has happened, I really don't understand it @VulkanVegas
greetings
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3 weeks ago
Dear Lukas99
The fact is that we received the notification from the game provider, saying that the winning round was calculated wrongly. We, as operator, want to make sure that there was indeed a fail, thus requested the letter of incident with the director's signature. Expecting to get it soon.
Kind regards
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3 weeks ago
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oh of course it was clearly a mistake so please
let me guess the letter is expected in the next 2 weeks and I should be patient? This is the biggest joke I have ever seen, I will definitely take action against this
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3 weeks ago
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The 120k has now become 15k. Stop fooling me with mistakes that weren't mistakes and just give me my money like other casinos do. I don't understand it, I've been waiting for 14 days. I've never experienced anything like this before as a loyal customer.
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3 weeks ago
Dear Lukas99
Sorry for inconveniences caused,
can you please clarify if you can/cannot control your gambling?
Regards
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3 weeks ago
Translation
Of course I can control it, but I'm not going to let myself be fooled like this, am I?
I win once and then suddenly it says it's a mistake? You can't be serious
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3 weeks ago
Dear Lukas99
As operator, we must rely on the official correspondence with the game provider.
Kind regards
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3 weeks ago
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Then send me the error report of the log, send it directly to my lawyer, I won't let myself be fooled any further
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3 weeks ago
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I have been playing with you for years and have deposited thousands of euros because I really liked the casino but the fact that I am now being treated like this is really hard
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3 weeks ago
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Hello, I don't want to sound unfriendly or anything but I would really like an answer as to whether I will get my money or not. I followed all the rules and a "mistake" is not my fault. Please reply.
greetings
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3 weeks ago
Dear Vulkan Vegas Casino team,
Thank you for updating us regarding the issue with the game round calculation.
We understand that the game provider has informed you of an error in the calculation of the game round. To assist in our review and to ensure that we have a comprehensive understanding of the situation, we kindly request any supporting evidence you can provide, specifically a report from the game provider that details the nature of the miscalculation and any other relevant data. My email address is petronela.k@casino.guru.
This information will allow us to evaluate the situation more effectively and provide the necessary assistance to all parties involved.
We look forward to your response.
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3 weeks ago
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It was clear to me that I wouldn't get my money because I've seen enough posts where people like me have been ripped off by you. I've now played down to 3000 euros. Can you at least give me that? I think that might be better without you having to go bankrupt. It doesn't seem to be going so well if you have to wait that long.
(No, I don't have a gambling problem, but I thought that if I play down, the chances of getting at least a little money would be higher)
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3 weeks ago
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Still nothing has happened in 18 days, this is incredibly embarrassing really
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3 weeks ago
Dear Lukas99
Even though we received the information from the game provider re the malfunction, the casino decided not to modify your balance. Thus, the temporary gambling limit was removed. The account is accessible again in full.
Sorry for keeping you waiting.
Kind regards
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3 weeks ago
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I have now requested a withdrawal, maybe it will work this time, thanks
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2 weeks ago
Dear Vulkan Vegas Casino Team,
Could you kindly confirm if you have already received the report from the game provider regarding this matter? Your feedback would be greatly appreciated.
Dear Lukas99,
Thank you for keeping me updated so far. Please don’t hesitate to share any further developments as they arise.
Wishing you a great day.
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2 weeks ago
Greetings,
According to our records, the player received their winnings at 03.12.2024 12:42:35 (UTC)
@Petronela, sharing the report via e-mail
Kind regards
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2 weeks ago
Translation
Hello, the payout was confirmed on the casino site but I haven't received anything yet, if that's what you meant, I think it will come later this week
greetings
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2 weeks ago
Dear Lukas99,
Thank you very much, Vulkan Vegas Casino team, for providing the report from the game provider. Unfortunately, the findings confirm that the incident qualifies as a "malfunction" under the terms outlined in The Greatest Treasures Game Rules, which state: "Malfunction voids all pays and plays." As a result, any outcomes generated during the malfunction period are considered invalid and nullified in accordance with these rules.
That said, it is worth noting that regardless of the advice from the game provider, the casino did not cancel the entire amount.
- Could you please confirm if you have received your remaining winnings?
- Additionally, could you clarify the exact amount and let us know if the explanation provided regarding the cancellation of your other winnings has been sufficient?
If there is anything further we can do to assist, please don’t hesitate to let us know.
I look forward to your response and hope we can assist you further.
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1 week ago
Dear Lukas99,
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.
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17 hours ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
