VulkanSpiele Casino - A conta do jogador não foi verificada.

My account has been undergoing verification for a month now, and the same confirmations are repeatedly requested – such as: passport – selfie with the passport open – a close-up of the passport, etc. I keep submitting new photos as requested, and they keep demanding something new even though everything has received a green checkmark. Furthermore, the €1400 isn't even winnings, but a deposit that was marked as canceled on the casino website. Initially, they said I would receive the money back to the account I deposited it into, which of course didn't happen; instead, the money was credited to the casino.

The verification process has been running for at least a month, and to date, something new has been requested repeatedly, even though everything has received a green checkmark!

You can completely forget about their support because they don't respond to customers at all and just keep writing the same thing!

Seit einem Monat wird nun bei mir das Konto nun verifiziert , immer wieder werden die selben Bestätigungen verlangt - wie zB: Pass - Selfie mit geöffneten Pass - einer nahaufnahme vom Pass, etc .. immer wieder reiche ich neue Fotos ein die verlangt wurden und immer wieder wird etwas neues verlangt obwohl alles einen Grünen Hacken bekam, zudem sind die 1400€ nicht einmal ein Gewinn sondern eine Einzahlung die als abgebrochen angezeigt wurde auf der Casino Seite, als erstes hieß es , ich bekomme das Geld auf das von mir einbezahlte Konto zurück überwiesen was natürlich nicht passierte sondern der Casino Seite gutgeschrieben wurde.

Seit mindestens einem Monat läuft die Verifizierung und bis Dato wurde immer wieder etwas neues verlangt obwohl alles einen grünen Hacken bekam!

Support kann man total vergessen dort weil die auf einen Kunden 0 eingehen und immer wieder des selbe schreiben!

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Andreas15,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello

I have sent payment confirmations multiple times, I have also sent my passport multiple times, I have also sent proof of address multiple times, I have also sent a selfie with my passport open multiple times, and they always add something new they want for verification and always give the same answers.

Four weeks ago, or even longer, I sent everything, and week after week, or rather day after day, I sent new things that were requested; one week ago, the last thing they wanted was an opened passport.

My pictures were cropped even though it's clear nothing was cut out; otherwise, all four corners of the passport wouldn't have been visible. I'm not even getting an email from the site.

Regards, Andi

Hallo

Zahlungsbestätigungen habe ich mehrmals gesendet , Pass habe ich auch mehrmals gesendet , Adressnachweiß habe ich mehrmals gesendet , Selfie mit geöffneten Pass habe ich auch mehrmals gesendet und immer kommt etwas neues dazu was sie für die Verifizierung möchten und immer die selben antworten

Vor 4 Wochen oder länger sogar habe ich alles geschickt und Woche für Woche bzw Tag für Tag sendete ich neue Sachen die gefordert wurden vor 1 Woche das letzte das sie wollten einen geöffnten Pass.

Das meine Bilder zusammengeschnitten waren obwohl man sieht das nichts geschnitten war sonst wären nicht alle 4 Ecken vom Pass ersichtlich gewesen. Ich bekom ja nicht mal eine Mail von der Seite

Lg Andi

Hello

The account was apparently verified today, the live chat informed me earlier.

Yesterday I requested the payout of €1400 - live chat said it would take a maximum of 5 days for it to arrive in my account - could we possibly leave this case open until the money actually arrives in my account?

Best regards

Hallo

Konto wurde anscheinend heute verifiziert teilte mir der livechat vorhin mit.

Gestern forderte ich die Auszahlung von den 1400€ an - Livechat meinte max 5 Tage dan wäre es am Konto - Können wir gegebenenfalls diesen Fall noch offen lassen bis wirklich das Geld auf meinem Konto eintrifft?

Mit freundlichen Grüßen

I have now received one payment of €166.

Two more are still pending, each with a prize of €500.

because €233 are supposedly fees if you don't use the money you transferred.

Habe nun 1 Auszahlung bekommen von 166€

2 weitere stehen noch an mit jeweils 500€

da 233€ angeblich Gebühren sind wenn man das Geld das man überwiesen hat nicht umsetzt

We made the second payout of €500 today...

Tomorrow would be the end of the maximum 5-day period for the final payout.

Haben heute die zweite Auszahlung von 500€ gemacht ..

Morgen wäre die max Frist von 5 Tagen vorbei für die letzte Auszahlung

Thank you for your reply, Andreas15. I am happy to hear that you have received the withdrawals. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Okay, that works, thank you very much!

Oke passt , Vielen Dank!

I received an email from Vulkanspiele stating that my account is not verified, even though two Vulkanspiele employees assured me in writing (I have these chat logs on my phone) that my account was verified, which support also confirmed via email. Now my account is no longer verified and the last payout of €500 cannot be processed.

I received the first payment of €166.

The second payment of €500 was apparently transferred, but I haven't received it in my account yet.

Habe nun eine Mail bekommen von Vulkanspiele das mein Konto nicht verifiziert ist obwohl 2 Mitarbeiter von Vulkanspiele mir schriftlich versicherten habe diese Chatverläufe am Handy das mein Konto verifiziert ist was auch der Support tat per Mail & nun ist mein Konto doch nicht mehr verifiziert und die letzte Auszahlung von 500€ kann nicht durchgeführt werden

Die erste Auszahlung von 166€ habe ich bekommen.

Die 2 Auszahlung von 500€ wurde anscheinend überwiesen habe ich bis Dato aber meinem Konto nicht gutgeschrieben bekommen.

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

Dear Andreas15,

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,

Kristina