Vulkan Vegas Casino - Рахунок гравця перевіряється на зняття.

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.

Guten Tag,

Ich habe 120.000 Euro gewonnen auf VulkanVegas aber kann diese nicht auszahlen da aufeinmal mein Konto überprüft wird, das war bisher noch nie so gewesen, habe mehrmals ausgezahlt, nie soviel aber trotzdem immer reibungslos, ich lese überall dass es anscheinend sehr lange dauert mit der „Überprüfung".

ich sehe auch oft dass Leute ihr Geld nicht bekommen, darum habe ich diese Beschwerde aufgemacht damit es von Anfang an von Guru begleitet wird.

habe mich übrigens an alle AGBs gehalten, kein Doppelaccount, seit Jahren mit der selber Bank eingezahlt also wirklich alles richtig gemacht

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

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 !

Guten Tag Petrenola,

es gab keine Änderung im Konto oder am Spiel ich spiele seit Jahren dort mit dem selben Konto und selben BankKonto, ich habe fair gespielt deswegen möchte ich auch das Geld fair bekommen wie es normal ist.

ich habe keinen Grund und keine Dauer der Überprüfung bekommen deswegen kommt mir das alles so komisch vor

vielen dank !

Good day,

I have sent you some pictures via email.

Thank you

Guten Tag,

ich habe Ihnen ein paar Bilder zukommen lassen per Mail.

vielen Dank

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

Hallo, es ist immernoch Garnichts passiert, man kann mir immernoch nicht sagen Wielang es noch dauert oder weshalb die Überprüfung ist, ich fühle mich langsam wirklich verarscht tut mir leid

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.

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!!

Guten Tag,

danke für Ihre Antwort ja ich warte die Überprüfung ist noch am laufen, sorry ich war einfach nervös wegen der Summe das ist für mich lebensverändert deswegen war ich so schnell hiermit, es soll auch keine Beschwerde sein sondern eher eine Hilfe dass jemand von eurem Team „an meiner Seite" ist und als drittmann alles mitbekommt.

vielen Dank für alles und ich halte sie am laufenden !!

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

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

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 !

Guten Tag,

danke für Ihre Antwort kann man mir denn bitte eine Zeit nennen Wielang es noch dauert ca? Es sind nun 8 Tage, verstehen sie mich nicht falsch ich bin ein großer Fan von Vulkan Vegas und werde auch weiterhin dort spielen ohne Frage, aber sie verstehen bestimmt meine Sorge bei so einem Betrag.

die Beschwerde ist auch wirklich nicht böse gemeint will einfach auf der sicheren Seite stehen.

vielen Dank !

Dear Lukas99

We expect the feedback from the game provider on this very week.

Regards

Thank you !!

best regards

Vielen Dank !!

beste Grüße

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.