FS Casino - Os ganhos dos jogadores estão sendo retidos.

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 takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

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.

Hello,

Thank you for your response.

To answer your questions:

1. Documents Provided: I have submitted the following documents multiple times:

Government-issued ID (front and back)

Proof of address (utility bill/bank statement with printed name and address)

Selfie with ID

Screenshots of my payment methods (as requested)

2. Last Submission: The most recent upload was on August 1st 2025. I submitted the documents through Vulkan Bet’s upload portal as instructed. I have been submitting documents for verification since mid July.

3. Format and Timeliness: All documents were submitted promptly and in the correct format. I’ve made every effort to ensure clarity and compliance with their requirements.

4. Initial Verification Request: On July 25th 2025 they sent me an email stating that I must undergo another verification procedure in order to withdraw my funds.

Additionally, I have received notifications from Vulkan Bet on two separate occasions stating that my account has been successfully verified. The first one was sent to me on May 8th 2025 and the last one was sent on July 26th 2025. Despite this, they have continued to delay or cancel my withdrawals, citing verification as the reason. This inconsistency is highly concerning and has caused unnecessary frustration and distrust.

The total amount currently pending withdrawal is approximately $48,000 CAD. I would greatly appreciate your help in resolving this matter.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

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. I have sent an email to the email address you provided. I am currently waiting for a response.

Hello,

thank you for your email.

I have looked for your email and was unable to locate it. Could you kindly resend it to me once again? My email is katarina.d@casino.guru.

Please notify me here in this thread, once the email has been sent.

Looking forward to your reply,

Katarina

I have emailed you. Someone was pretending to be you using a fake email so I thought I was already in contact with you.

Dear cairo1414,

thank you for your message and your email. I have followed up with a response.

Looking forward to your reply,

Katarina

Dear cairo1414,

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.

I am waiting for your response via email.

Hello cairo1414,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear cairo1414,

thank you for your messages, emails and patience.

Could you please confirm whether you have used VPN when registering at this casino?

Could you kindly forward a notification where it is stated that you have passed the KYC? My email is katarina.d@casino.guru.

Have you accumulated your winnings with the help of bonus, please?

Looking forward to your reply,

Katarina

I have emailed you regarding this.

Thank you very much, cairo1414, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear cairo1414,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vulkan.bet Casino to join this conversation and assist in addressing the complaint.

Dear Vulkan.bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Good afternoon Casino guru team and cairo1414,  

Cairo1414, the verification process for your account began on January 21. On that same day, an email was sent to you containing a list of the documents required to successfully complete the verification process.  

If the document you upload does not meet the requirements specified in that email, it may be declined.  

After you provided the necessary documents, your account was successfully verified, and the payout of your winnings began. However, since substantial winnings were later obtained during gameplay, an additional legitimacy check of these winnings was carried out in cooperation with the game provider. Once this check was completed, the payouts were resumed.  

At that time, though, you used new payment details that had not been previously verified, which triggered a repeated account verification process.  

Later, on August 27 and 29, logins were recorded from an IP address associated with Germany, whereas previously you had only logged in from Canada. In addition, new payment details were used.  

We requested that you provide documents confirming your location in Germany, but these documents were not submitted.  

Could you please comment on this situation?  

Thank you in advance for your cooperation.  

Dear Vulkan.bet Casino,

I fully understand and appreciate the importance of maintaining the integrity and security of your platform. However, I would like to clarify that even though the player accessed the site from Germany—a restricted country—there was no unfair advantage gained at any point.

The player is verified as both a citizen and resident of a non-restricted country, and the absence of effective geo-blocking for restricted regions raises concerns regarding transparency and user experience.

Furthermore, when accessing the site from Germany, there is no indication or warning that the country is restricted. This allows players to log in, deposit, and play without being informed of any potential limitations. If the casino intends to restrict access from certain jurisdictions, implementing proper geo-blocking or visible warnings would be a more reliable and compliant solution to ensure fairness and regulatory integrity.

Given these circumstances, I kindly ask you to reconsider your decision and refund the player’s remaining balance in full. Additionally, exploring technical solutions for access management could help prevent similar misunderstandings in the future and further strengthen your platform’s reputation for fairness and transparency.

Thank you very much for your time and attention. I look forward to your response.

Good afternoon, Stefan,  

Thank you for taking the time to share such a detailed explanation of your view on this situation. We’re currently working on resolving the matter, but it will take a bit more time. It’s also possible that we may need some additional information as part of the process.  

We truly appreciate your patience and cooperation in advance. 

Dear Vulkan.bet Casino,

Thank you for your update and for the work you’re doing to resolve this matter. I understand that the process may require additional time and information.

To accommodate this, I will extend the timer by an additional 7 days.

Please don’t hesitate to reach out if you need anything further.

Good afternoon Stefan and cairo1414,  

Cairo1414, following our review, we found that we need to update the user’s information.  

We’ve sent an email to the address specified in this complaint with a list of documents required to complete the process.  

Please reply to that email with the requested documents at your earliest convenience.  

Thank you very much for your cooperation!

I did not receive any email. Please resend.

Dear Vulkan.bet Casino,

Could you please resend the email to the player, as they have confirmed that they did not receive your previous message? In addition, could you please specify when the player’s withdrawal request is expected to be paid out?

Thank you for your cooperation. I look forward to your response.

Hi, I finally received the email from Vulkan Bet asking me to upload the following:

1) A photo in which you hold a document confirming your identity (unfolded) and a piece of paper on which an email from your account and today's date are written, in the hands of a person.

The problem is they want me to upload it on their website but I am unable to as they have removed my access to it.

Please let me know what I should do.

Thanks,

Glodene

Good afternoon cairo1414,  

Access to your account on the website has now been restored, so you can upload the document directly through your profile or send it in reply to the email you received.  

Thank you in advance!  

I have sent the requested document via email as I still don't have access to the account. I copied Stefan to the email to keep him informed. Thank you.

Dear Cairo1414,

I hope this message finds you well. Could you please provide an update regarding the verification process? Have you been able to access your casino account?

I look forward to your response.

I have not. They just emailed me again. I dont know what they mean by "both photos from two emails you have"

Please advise.

Hi,

Vulkan Bet claims that two email addresses were used on my account. Ive only ever used my main email, so if another email was linked, it may have been due to unauthorized access (they can check the IP address) If thats the case, i believe it shouldnt be considered my fault as i never gave anyone permission to access my account. Also i never received any login alerts or password reset emails from them and was blocked out of my account so I had no way of knowing about any of this.

I’d like to kindly ask Vulkan Bet to please expedite the process as I have been waiting for a resolution and would appreciate a timely update.

Thanks for your help.

Dear Vulkan.bet Casino,

Based on our latest findings, we would like to propose conducting a verification call. Could you please let us know if this would be possible?

I look forward to your response.

Good afternoon, cairo1414 and Stefan,  

The video verification will be carried out with the participation of our support team, so the arrangements regarding the date and time will be made via email communication.  

Cairo1414, please make sure to check your email for messages from our support team.  

We appreciate your cooperation in completing this process.  

Dear Vulkan.bet Casino,

Thank you for your cooperation in this matter. Could you please inform us once the date and time of the verification call have been scheduled? Additionally, would it be possible to provide us with a recording of the call afterwards?

I look forward to your response.

Hi,

The meeting we set was 15:00 UTC November 12th 2025. I am still waiting for the invitation link for zoom.

Hi Stefan,

I just wanted to give you a quick update regarding the "meeting."

A representative from Vulkan Bet set up a zoom meeting and we talked for approximately 3 minutes. She asked a few questions regarding my account then cut the meeting short.

She said that she will follow up with a new link to continue our meeting and so I waited. I waited for 2 hours and received nothing (I cleared my work schedule for this meeting).

Now she claims that she sent a link to me twice and I did not show up (not true) and now she wants to set another "meeting" tomorrow.

I will keep you posted.

I completed a live video verification with a Vulkan Bet representative, answered all their questions and showed my passport last week. The agent told me to wait for the results.

Since then, I’ve been getting repeated emails saying I need to do another video verification, including messages claiming I missed a video conference that was never scheduled or sent to me. It looks like their system isn’t registering the verification I already completed, and I’m stuck in a loop of automated messages.

I’m asking for Casino Guru’s help to get this sorted out so Vulkan Bet can acknowledge my completed verification and release my money.

Good afternoon, cairo1414

Thank you for getting in touch with our support team.  

The video verification has now been completed, and we were able to gather the information required to answer the questions we asked during the call. 

At this stage, we still require some time to carefully review the information received and to analyze the account data in full.  

Thank you for your understanding. 

Dear Vulkan.bet Casino,

Thank you for your response and for the information provided. Please keep us updated regarding the outcome of the verification call.

I look forward to your reply.

Please make sure that all communication is only directed to me and to my official email: glodeneirish@gmail.com. Someone is pretending to be me (most likely connected to the other email associated with my account / the user "gloden213"). That is not me. I am the rightful account owner. Please only speak with me directly.

Thank you both so much.

Dear Cairo1414,

Thank you for reaching out. I want to reassure you right away that we are communicating only with you and only through your confirmed email address. I completely understand how upsetting and stressful this situation must feel, especially with someone else attempting to speak on your behalf. Please rest assured that we are treating this very carefully.

We’re aware of the confusion caused by the other email/user, but for now, let’s keep our focus on this complaint, so we can move things forward as smoothly and safely as possible for you.

We’ve also seen your Trustpilot review, and I want you to know that we understand why you felt the need to share your concerns publicly. We’re doing everything we can on our side, and we truly believe that this case will be resolved soon — and, hopefully, to your full satisfaction.

At this moment, we’re waiting for the casino to review the situation and update us regarding the verification call. As soon as we hear from them, I’ll get back to you right away.

Dear Vulkan.bet Casino,

Could you please provide an update regarding the status of the verification call? Additionally, we kindly request confirmation as to whether any withdrawals have been made from the casino account by the other user.

I look forward to your response.

Good afternoon Casino Guru team and cairo1414,  

Cairo1414, we have reviewed the details of the video verification call as well as the general information related to your account.  

First, following the review, the original email address used during registration has been restored to your account profile.  

Second, it was established that you reside in the Ontario region, where playing on our website is prohibited under our rules. It was also determined that VPN services were used to access the site, which is likewise not permitted. During the call, you mentioned using a VPN only once; however, based on the data we have, there were multiple logins from the Montreal area.  

In light of the above, we do not see the possibility of restoring access to the account.

I want to clarify what happened with my Vulkan.bet account.

I live in Ontario and never tried to bypass any restrictions. Some of my connections may have gone through Montreal, but that wasn’t intentional. I deposited, verified my account, and played in good faith, and at no point did the casino warn me that Ontario was a restricted region. If it really was, my account should have been blocked before I played.

On top of that, my account was hacked after the casino restored the wrong email, even though I warned them about the impersonator. Some logins may have been done by the scammer, not me.

It feels unfair that I was allowed to play and deposit, but restrictions were only enforced after I won a large amount. That makes it look like the rules are applied only when someone is owed money.

Given all this, I’m asking for my full winnings of $22,000 to be released. I’ve acted responsibly the whole time, and the casino is the one that failed to enforce its rules properly.

Dear cairo1414,

Based on the technical data provided by the casino, your account was accessed from Ontario, a restricted jurisdiction in which the operator does not permit player registration or gameplay. In addition, multiple login attempts were recorded from Montreal through the use of VPN services.

We understand that you believe the scammer may have been responsible for these logins; however, this explanation is inconsistent with the information available to us. The impersonator did not utilize an Ontario-based VPN, and therefore the Ontario access cannot be attributed to them. This indicates that the regional restriction was bypassed from your side.

Unfortunately, once a casino has documented the use of VPN technology to circumvent a regional block—particularly one as stringent as Ontario—there is very limited scope for us to advocate on behalf of the player. Such activity is regarded as a serious violation of the Terms and Conditions.

For these reasons, we must proceed with rejecting this complaint. Thank you for your understanding. We sincerely regret that we were unable to assist you more effectively in this matter, as our goal is always to support players in resolving their concerns whenever possible. Please feel free to contact us again should you encounter any difficulties with this or any other casino in the future. Whether you have a question, a concern, or a new issue to review, our team remains at your disposal.

Kind regards,

Stefan

Casino.Guru