The player from Germany had won €15,200.03 but faced repeated verification issues when attempting to withdraw. Despite having previously successful withdrawals, the casino requested excessive photos for verification, leading to rejections and delays since January. The Complaints Team intervened, seeking clarification from the casino regarding the specific issues with the submitted photos and the ongoing verification process. Ultimately, the casino blocked the account due to concerns over the authenticity of the submitted documents, resulting in the closure of the complaint due to conflicting information regarding the player's status.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €15,200
Vulkan Vegas Casino
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
I won €15,200.03 at the casino. When I wanted to withdraw, they suddenly wanted more and more photos of me. Even though the withdrawals always worked perfectly before, regardless of the amount, now they're suddenly refusing to pay me this amount. I've uploaded so many photos since the beginning of January, but the verification always takes forever. Then all of a sudden I get a rejection for whatever reason. I'm at a loss and I'm asking for your help.
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11 months ago
Hello Cidalia1900,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Did the casino ever specify the reason for rejecting a specific document?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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11 months ago
Translation
Good morning, so the winnings were in December 2024. Then I wanted to withdraw. I received a message in the chat that it would take x business days for that amount. On January 23, 2025, I asked via chat about the status and was told to please wait. Then I received a request via chat that I needed to verify my account again (for whatever reason). I had already withdrawn several times before, and my account was verified.
So I took the requested photos and uploaded them. The review process took forever, too.
Then they rejected it. Photos would be too bright.
Okay new one made with IPHONE 15Pro Max and Samsung Galaxy S 24 Ultra.
Uploaded and again waiting for review. Rejected again.
Resented again. Then yesterday, on March 12, 2025, I contacted them via chat. I should wait, the verification process is still ongoing.
There is no longer any contact.
I hope I could help with the information.
Best regards, Cidalia
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11 months ago
Dear Cidalia1900
The casino will be happy to withdraw the funds, as soon as you provide the requested photos. Please kindly mind, photoshop or any similar app usage is strictly prohibited.
Regards
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11 months ago
Translation
So, I didn't use Photoshop or anything like that. I just used my phone (Samsung Galaxy S24 Ultra or iPhone 15 Pro Max).
I have always sent you all documents/photos as requested.
Before the big win, everything was fine. My account was verified, and all deposits and withdrawals went smoothly. Now, with a big win, they're always coming up with something else. Yesterday, March 12, 2025, they told me to be patient because the verification process wasn't complete yet and would take time.
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11 months ago
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I contacted support again today. At first, they said my account was now verified. Then, when I asked why I still couldn't access deposits and withdrawals, they replied, "Sorry, the photos were rejected and I should send more." Should I send them a picture book? I've had enough of sending photos. I hope you can help me now.
I have sent the chat history from the conversation in screenshots above.
Thank you Cidalia
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11 months ago
Dear Vulkan Vegas,
Could you please specify what issues there are with the photos the player has submitted so far and provide guidance on how they should be resent correctly?
We will be awaiting your response.
Best regards,
Nick
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11 months ago
Hello,
From the latest conversation with operator:
"you still need to send us a photo with your ID so that your account can be seen in the background"
Please, kindly avoid using any 3rd party software while providing such photo.
Regards
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11 months ago
Translation
So, Vulkan Vegas team, how many more photos should I send you? You've received several photos, each one with your page open and my profile in the background. You can see everything clearly: me, my ID, and my account. This is about verification, not a competition to see who takes the best photos. You always have other excuses.
My question to you: Why did everything always work before the big win? I had to verify my account beforehand, and everything was approved, and every deposit and withdrawal worked flawlessly. But now, strangely enough, after a big win, I have to verify again, and it just keeps getting difficult.
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10 months ago
Dear Cidalia1900
If you navigate to KYC section, you will notice, that the documents were declined.
We are looking forward to receiving the requested photos and proceeding with the withdrawal.
Regards
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10 months ago
Hello Cidalia1900,
Can you please clarify which exact documents are keep getting rejected?
Be sure to resend the documents again (different format, size, quality) if required from Vulkan Vegas.
Let us know in case of any updates.
Regards,
Nick
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10 months ago
Translation
Hello everyone. Unfortunately, I can't take any new pictures at the moment. The reason: I'm in the hospital. But I'll take more photos as soon as I get home.
Apparently, the ladies and gentlemen at Vulkan Vegas can't see anything. It's either too bright or too dark.
I don't even know anymore.
I have never received an email from Vulkan Vegas other than advertising.
Everything is only available upon request via live chat.
Perhaps Vulkan Vegas can send you photos of the prepared items so that other experts can assess the results.
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10 months ago
Hello Cidalia1900,
I hope you are doing well, given the situation.
Can you please give us an approximate time frame of when you will be able to resend the documents again so we can prolong the complaint accordingly?
Regards,
Nick
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10 months ago
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Good morning, according to the doctors yesterday, about 14 days. Unfortunately, I can't say more than that.
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10 months ago
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Unfortunately, I'm still in the hospital and can't take any new photos at the moment. So, please don't submit them to Vulkan Vegas. I apologize for the complications. As soon as I'm healthy enough, I'll initiate everything as soon as possible. Thank you for your understanding.
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10 months ago
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So, I've re-uploaded the photo today. I hope they'll stop complaining and finally pay out.
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10 months ago
Greetings,
Some serious concerns popped-up, the video verification will be assigned.
The details on the case will be provided to casino guru representative accordingly.
Regards
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10 months ago
Thank you Vulkan Vegas for the update.
Once the video verification is done and you will have a sum of the case with evidences, we will act accordingly.
Meanwhile, in case of any new findings, please keep us updated.
Best regards,
Nick
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10 months ago
Translation
Hello, this is Cidalia's husband. My question is, how can I contact you personally, Nick? I think this is very important.
Thank you Lübeck
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10 months ago
Hey Nick
The casino was compelled to block the account due to the submission of photos that do not appear to belong to the registered account holder. This raises strong concerns that the account may be accessed or operated by a third party, which constitutes a clear breach of our Terms and Conditions. Protecting the integrity and security of our platform is a top priority, and as such, we are unable to allow further activity on the account under these circumstances.
Regards
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9 months ago
Translation
The casino is a scam. I'll spread this all over the internet! I don't want to write anything more about it!
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9 months ago
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I've done everything, taken photos, written to them multiple times, and now Skype? I don't have it! I don't know it and I don't want to. If CasinoGuru doesn't want to help and a casino can do whatever it wants, then I'd rather go to arcades or casinos where I can immediately withdraw my winnings in cash.
I am a sick woman who is in the hospital very often and I already have enough to deal with.
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9 months ago
Dear Cidalia1900,
We have received two additional complaints which were purportedly submitted by your husband, stating that you, his wife, are deceased.
However, we have now received a message from you indicating that you are currently hospitalized. These contradictory statements raise serious concerns regarding the authenticity of the claims made.
Due to the provision of conflicting and potentially false information, we regret to inform you that we are left with no choice but to close the complaint.
Best regards,
Nick
