FS Casino - Os documentos do jogador estão sendo rejeitados.

Complaint about unjustified rejection of bank receipts and statements – Vulkan.bet

Dear representatives of Casino Garu,

I hereby file a formal complaint against the Vulkan.bet betting house, because for more than four months they have not provided me with a solution regarding my deposits.

Vulkan.bet requested proof of the following payments:

03/23/2024 for S/ 40.00 (method: pe_kasnet_cash)

07.03.2025 for S/ 60.00

To comply with your request, I requested official account statements from my bank (Interbank) showing these transactions. However, the bank recorded the payments on different dates due to its internal recording process:

The deposit of S/ 40.00 appears on 03/25/2024.

The deposit of S/ 60.00 appears on 03/10/2025.

These statements clearly show my full name, savings account number, CCI, and corresponding transactions, proving that the deposits were made by me and credited to the Vulkan.bet account.

Despite submitting all this information, Vulkan.bet continues to reject the documents, citing discrepancies in the dates. They even rejected the official bank statement issued by Interbank, which is the only valid means my bank provides.

I consider this refusal to be unjustified and abusive, especially after more than four months without a definitive response or solution.

Therefore, I request Casino Garu's immediate intervention to review my case and require Vulkan.bet to accept valid banking documents and acknowledge the deposits made.

I am attaching the Interbank account statements again for verification.

I appreciate your attention and look forward to a prompt solution.

Sincerely,

José López C***

Queja por rechazo injustificado de comprobantes y extractos bancarios – Vulkan.bet

Estimados representantes de Casino Garu,

Por medio de la presente, presento una queja formal contra la casa de apuestas Vulkan.bet, debido a que desde hace más de cuatro meses no me brindan una solución respecto a mis depósitos realizados.

Vulkan.bet me solicitó comprobantes de los siguientes pagos:

23.03.2024 por S/ 40.00 (método: pe_kasnet_cash)

07.03.2025 por S/ 60.00

Para cumplir con su requerimiento, solicité a mi banco (Interbank) los estados de cuenta oficiales donde figuran dichas operaciones. Sin embargo, el banco registró los pagos con fechas distintas por su proceso interno de registro:

El depósito de S/ 40.00 figura con fecha 25.03.2024.

El depósito de S/ 60.00 figura con fecha 10.03.2025.

Estos estados de cuenta muestran claramente mi nombre completo, número de cuenta de ahorros, CCI y los movimientos correspondientes, lo que prueba que los depósitos fueron realizados por mí y acreditados a la cuenta de Vulkan.bet.

A pesar de enviar toda esta información, Vulkan.bet sigue rechazando los documentos, alegando diferencias en las fechas. Incluso rechazaron el extracto bancario oficial emitido por Interbank, el cual es el único medio válido que mi banco proporciona.

Considero que esta negativa es injustificada y abusiva, especialmente después de más de cuatro meses sin una respuesta ni solución definitiva.

Por ello, solicito la intervención inmediata de Casino Garu para que se revise mi caso y se exija a Vulkan.bet aceptar los documentos bancarios válidos y reconocer los depósitos realizados.

Adjunto nuevamente los estados de cuenta de Interbank para su verificación.

Agradezco su atención y quedo a la espera de una pronta solución.

Atentamente,

José López C***

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your deposits seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

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,

Kristina

My problem is that the bank does not want to accept my bank statement because the dates do not match. I made a deposit of S/ 40.00 on March 23, 2024. My bank recorded it on March 25, 2024.

The deposit of S/ 60.00 from 07.03.2025 dated 10.03.2025

My bank tells me (the purchases made take a period of 48 or 72 business hours to be processed and since Saturday and Sunday are non-business days, this is not processed and goes to Monday or Tuesday, for example🙏) I explained that to the bank and they don't seem to understand me.

Mi problema es que la casa no quiere aceptar mi estado bancario porque las fechas no coincide, hice un depósito de S/ 40.00 el día 23.03.2024 mi banco lo registro con fecha 25.03.2024

El depósito de S/ 60.00 del día 07.03.2025 con fecha 10.03.2025

Mi banco me dice (los consumos realizado demoran un periodo de 48 o 72 horas hábiles para que puedan procesarse y al ser el día sábado y domingo un día no hábil esto no se procesa y pasa al día lunes o martes por ejemplo🙏) eso le explique a la casa y parece no entenderme

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 Joselopezcarranza,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the VulkanSpiele Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are there any other issues related to the verification process? Thank you in advance for providing us with your view of the issue.

Good afternoon, Casino Guru team and Joselopezcarranza,  

We’ve checked our database and couldn’t find any accounts registered with the email address mentioned in this complaint. It’s possible that the account was registered under different personal details.  

We also noticed that the complaint refers to a casino with a different name, so it’s possible that Joselopezcarranza was actually playing there instead.  

Thank you!

Dear VulkanSpiele Casino Representative,

thank you very much your response.

Dear Joselopezcarranza,

I have changed the complaint information. We will now wait for the casino representative of the correct casino.

Dear Vulkan.bet casino representative,

could you please check this case and explain the matter to us? Are there any issues related to the verification process? Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon, Casino Guru and Joselopezcarranza,  

My apologies for the delay in getting back to you.  

Joselopezcarranza, a verification procedure has been initiated for your account, and it is still in progress. On August 5, an email was sent to you with a list of the documents required to complete the verification. This list includes documents related to the payment methods Litecoin, Pago, Kasnet, and the bank card. 

Please provide the requested documents.  

Thank you in advance.  

Dear casino representative,

thank you for your reply. However, could you please clarify the original issue? According to information at our disposal, the previous statements were rejected due to date discrepancies, even though the documents were official and the date differences could have resulted from the bank’s processing times.

Before the player collects and submits a new set of documents, could you please confirm whether such bank processing delays will still be considered acceptable for verification? Also, in case there is any other information you do not want to disclose due to privacy/confidentiality concerns, please let me know at martin.l@casino.guru

Hello Casino Guru,

I would like to inform you that Interbank, the bank where I have my account, does not issue any type of statement or document that includes information related to the bank card.

This type of document simply does not exist in the Peruvian banking system for security reasons.

The official statement only includes:

My name

Account number

CCI

Account transactions

I have already provided all the documents that the bank can issue, in addition to:

Photo of my card with the first 6 and last 4 digits visible

Official screenshots from my banking app showing my linked card and my name

Therefore, I request your intervention so that the casino clarifies what additional document they require, considering that the document they are demanding cannot be issued by any bank in Peru.

I appreciate your support in resolving this case.

Hola Casino Guru,

Quisiera informar que Interbank, el banco donde tengo mi cuenta, no emite ningún tipo de extracto o documento que incluya información relacionada con la tarjeta bancaria.

Este tipo de documento simplemente no existe en el sistema bancario peruano por razones de seguridad.

El extracto oficial únicamente incluye:

Mi nombre

Número de cuenta

CCI

Movimientos de la cuenta

Ya he proporcionado todos los documentos que el banco puede emitir, además de:

Foto de mi tarjeta con los primeros 6 y últimos 4 dígitos visibles

Capturas oficiales de mi app bancaria donde aparece mi tarjeta vinculada y mi nombre

Por ello, solicito su intervención para que el casino aclare qué documento adicional requieren, considerando que el documento que están exigiendo no puede ser emitido por ningún banco en Perú.

Agradezco su apoyo para resolver este caso

Good afternoon, Casino Guru and Joselopezcarranza,  

Joselopezcarranza, thank you for the information you provided — it has been taken into account.  

At this stage, in order to successfully complete the verification process, you need to provide documents confirming your ownership of the Litecoin wallet as well as the bank card.  

If the bank statements you submit do not display the card number, please provide an alternative document or an image that clearly shows your full name, the card number, and the relevant banking details.  

This information has also been sent to your email today.  

Martin, we have taken note of the player’s comments regarding how payment dates may be displayed. Each case requires individual review, and in this situation, the documents related to the payments mentioned above have been accepted.  

Thank you.  

Dear casino representative,

thank you very much for your response.

Dear Joselopezcarranza,

are you able to provide documents as asked by the casino? In case you need any assistance, let me know at martin.l@casino.guru or here in the thread.

I made the payment in Litecoin from my Binance wallet, and the transaction was verified. Regarding my card document, my bank won't allow me to obtain a certificate due to security reasons. However, I've already sent screenshots of my physical and virtual card, as well as from the Interbank app, which clearly show that I am the cardholder.

Realicé el pago en Litecoin desde mi billetera de Binance y la transacción fue verificada. Respecto al documento de mi tarjeta, mi banco no me permite obtener un certificado por temas de seguridad. Sin embargo, ya envié capturas de mi tarjeta física y virtual, así como de la app de Interbank, donde aparece claramente que soy el titular.

Dear Joselopezcarranza,

thank you for your response and continued cooperation.

Dear casino representative,

please get back to us when you review the documents.

Good afternoon, Casino Guru team and Joselopezcarranza,  

Joselopezcarranza, the images you provided from your Binance account do not include the address of your Litecoin wallet.  

Please send us an image where this address is clearly visible.  

Regarding the bank card confirmation, we need a document that shows your full name, the card number, and the list of transactions made with this card. If obtaining such a document in electronic form is not possible, please contact your issuing bank and request a printed version.  

The statement should be in A4 format and certified with an official stamp.  

We appreciate your cooperation and thank you in advance!  

Dear Joselopezcarranza,

Please provide the screenshot from Binance showing the Litecoin wallet address used for your deposit. Please also send this to my email address at martin.l@casino.guru. You can also attach a copy of the bank statement in the original format you downloaded from the banking app. Please note that this is the only official address I use.

Dear casino representative,

in case is any other information related to this case, which influences the state of verification and number of requests, please let us know here or at martin.l@casino.guru

Dear Martin and esteemed representative of the betting house:

I want to put on record all the documentation I have submitted and the efforts made to meet the requested requirements.

I made my deposit using Litecoin from my Binance account and I already sent the screenshot that clearly shows the wallet used for the transaction.

Regarding bank documentation:

I requested two official documents from the bank. Both were issued directly by the bank and contain my details as the account holder, my account number, and my CCI (Interbank Code).

However, these two documents were rejected by the betting house.

Subsequently, I sent detailed screenshots of my banking application, which show:

My virtual card

My full name

My email

My number associated with the account

Even so, these were also rejected.

Finally, I sent my bank statement, where my details again appear as the account holder.

Unfortunately, this document was also not accepted.

I went to the bank twice, explaining exactly what kind of document they needed. The second time, after providing more details, the bank informed me that they couldn't issue any additional documents, as doing so would pose a security risk to the client.

I have provided all the official and verifiable documents that the bank is authorized to release, in addition to detailed information from my app, and I remain fully willing to cooperate.

I await your response and any further instructions that may help resolve this case.

Estimado Martín y estimado representante de la casa de apuestas:

Quiero dejar constancia de toda la documentación que he presentado y de los esfuerzos realizados para cumplir con los requisitos solicitados.

Realicé mi depósito mediante Litecoin desde mi cuenta de Binance y ya envié la captura donde se muestra claramente la billetera utilizada para la operación.

Respecto a la documentación bancaria:

Solicité dos documentos oficiales en el banco. Ambos fueron emitidos directamente por la entidad y contienen mis datos como titular, mi número de cuenta y mi CCI.

Sin embargo, estos dos documentos fueron rechazados por la casa de apuestas.

Posteriormente, envié capturas detalladas de mi aplicación bancaria, donde se muestran:

Mi tarjeta virtual

Mi nombre completo

Mi correo

Mi número asociado a la cuenta

Aun así, estos también fueron rechazados.

Finalmente, envié mi estado de cuenta bancario, donde nuevamente aparecen mis datos como titular.

Lamentablemente, este documento tampoco fue aceptado.

Acudí dos veces al banco explicando exactamente el tipo de documento que necesitaban. La segunda vez, al dar más detalles, el banco me informó que no pueden emitir ningún otro documento adicional, ya que hacerlo implicaría un riesgo de seguridad para el cliente.

He proporcionado todos los documentos oficiales y verificables que el banco está autorizado a entregar, además de información detallada desde mi app, y sigo totalmente dispuesto a colaborar.

Quedo a la espera de su respuesta y de cualquier indicación adicional que permita resolver este caso.

Dear Joselopezcarranza,

thank you for your swift response, I have received your email. The documents provided seem fine from our side and we believe they are fit for verification. Please send these documents once again to the designated casino support address, and include my email address martin.l@casino.guru in the recipient section.

Dear casino representative,

we have reviewed the documents submitted by the player, and based on what has been provided, they appear sufficient for verification. The player has also confirmed that the bank is unable to issue any additional documentation beyond the official statements already supplied.

Given these limitations, we kindly ask you to assess the documents the player will send you (including the Binance screenshot) and clarify which specific element you still consider missing. If any additional proof is required, please specify a realistic alternative that can be obtained within the Peruvian banking system.

Thank you both for your continued cooperation

Hi Martin,

I already forwarded all the documents to the casino support and included your email in the copy, as you instructed.

I will be waiting for any updates from you.

Thank you for your support.

Hola Martín,

Ya reenvié todos los documentos al soporte del casino e incluí su correo en copia, tal como me indicó.

Quedo atento a cualquier actualización de su parte.

Gracias por su apoyo.

Good afternoon Casino Guru team and Joselopezcarranza,  

Joselopezcarranza, the issue is that the documents you provided do not show the card number used to make the payment. This appears to be because you are requesting an account statement rather than a card statement, which is why the card number is not displayed in the document.  

To generate a statement that includes the card number, please go to the "Tarjetas" section in your app, select the card you used to make deposits, then open the options menu and choose the statement generation option there.  

Alternatively, you may provide screenshots of the details of the specific payments you made to our casino. The key requirement is that the card mask is clearly visible in those screenshots.  

These documents will be sufficient to complete the account verification process.

Thank you in advance.  

Dear casino representative,

thank you for your response and clarification of the matter. Also, are you able to confirm whether providing this information will be the last step of the verification process?

Dear Joselopezcarranza,

If possible, please either generate a card statement from the mentioned "Tarjetas" section of your banking app or provide screenshots of the specific deposit transactions showing your full name and the masked card number. I believe you can proceed as before, by sending the documents to casino's email address and including my email martin.l@casino.guru in the recipient section.

Dear Joselopezcarranza,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru

We’ve reopened this complaint at the request of Joselopezcarranza. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Joselopezcarranza,

can you please provide us with the mentioned document? You can send it to martin.l@casino.guru.

Dear Martin,

Thank you for reopening the complaint and for the opportunity to continue reviewing the case.

I confirm that the requested document has been sent to the email address provided. Please confirm receipt and whether this completes the verification process. If not, please let me know if any additional documents are required.

Estimado Martín,

Gracias por reabrir la queja y por la oportunidad de continuar con la revisión del caso.

Le confirmo que el documento solicitado ya ha sido enviado al correo indicado. Por favor, le agradecería confirmar su correcta recepción y si con ello queda completo el proceso de verificación, o en caso contrario, indicarme si se requiere algún documento adicional.

Dear Joselopezcarranza,

thank you for your message.

Dear casino representative,

can you confirm the reception of the document?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Joselopezcarranza,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin