FS Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello everyone at casinoGuru

I am writing to you through this complaint to ask for help with a case that I have been trying to resolve for a long time.

Vulkan.Bet casino keeps asking for a document that one of my electronic wallets (Astropay) cannot issue, and that I have been told directly through support that they cannot send a certain receipt.

I have already sent all that information to the casino, the responses from AstroPay plus the screenshot of the transaction they requested, but they insist in emails and through chat asking for the same document and do not analyze the responses I have given or those provided by AstroPay, which shows me that they have not read or understood what has been happening all this time (3 months or more trying to verify me to request a withdrawal).

Below I've included all the background information on the case, what the casino keeps asking for, and my wallet's response. I don't know what else to do to get my account verified; I've tried everything and haven't been able to withdraw my winnings (I had withdrawn before).

Thank you in advance, greetings.

Hola a todos en casinoGuru

Me dirijo a ustedes por medio esta queja para pedir ayuda por un caso que ya llevo mucho tiempo intentando solucionar.

casino Vulkan.Bet insiste pidiendo un documento que, una de mis billeteras electrónicas (Astropay) no puede emitir y que en forma directa por medio del soporte me han dicho que no pueden enviar cierto comprobante.

Ya he enviado toda esa información al casino, las respuestas de astropay más el pantallazo de la transacción que solicitan, pero insisten en correos y por el chat pidiendo el mismo documento y no analizan las respuestas que he dado ni las entregadas por Astropay lo que me demuestra que no han leído ni entendido lo que sucede en todo este tiempo (3 meses o mas intentando verificarme para solicitar un retiro).

Dejo a continuación todos los antecedentes del caso, lo que sigue pidiendo el casino por mucho tiempo y la respuesta de mi billetera. Ya no se que mas hacer para que me verifiquen, he intentado todo y no he podido retirar mis ganancias (antes ya habia retirado).

Gracias dese ya, saludos.

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 danilamejorforeva,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that KYC is a very important and essential process, during which the casino verifies that the funds are paid to the rightful owner. No serious and licensed casino takes the KYC procedure lightly, and completing this thorough process may take several working days.

To better clarify your case, could you please provide answers to the following questions:

• What specific information is Vulkan.Bet requesting that your AstroPay wallet provider is unable to provide?
• Has the casino offered you any alternative method for verifying your wallet?
• Which verification documents have you already submitted, and on what date did you send the most recent one?

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

- They requested proof of a deposit made on July 27, 2025. I have sent it many times, but it has not been approved. Therefore, I contacted AstroPay, and their response was as shown in the emails.

- The casino has not offered any other option despite being asked for another suggestion or solution on many occasions.

-I submitted all the verification documents and they were approved. From my personal information to the last document, which was proof of my Skrill account. (The one I currently use and have access to, unlike AstroPay).

Attached to this response is the proof of payment requested by the casino, which I provided but they refuse to accept. That said, I'm also certain they haven't checked the emails provided by my AstroPay wallet.

Thank you.

- Pide un comprobante de depósito hecho el día 27-07-2025. El cual he enviado en muchas ocasiones pero no aprueban. Por ello me he contactado con Astropay y su respuesta ha sido la de los correos.

- El casino no ha ofrecido otra opción pese a pedir otra sugerencia o solución también en muchas ocasiones.

-He presentado todos los documentos de verificación y han sido aprobados. Desde mis datos personales hasta el último documento que fue un comprobante de mi cuenta skrill. (La que uso y tengo acceso actualmente, no así Astropay).

Adjunto con esta respuesta el comprobante que pide el casino, que he proporcionado y que no acepta. Dicho esto también estoy seguro de que no han revisado los correos proporcionados por mi billetera de Astropay.

Gracias.

Thank you for your reply and for providing the previous details, danilamejorforeva.

• Has Vulkan. Bet provided any estimated timeframe for resolving this issue?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear danilamejorforeva,

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,
Petra
Casino.Guru