Vulkan Vegas Casino - El proceso de retiro del jugador y KYC se retrasa.

Subject: Worried KYC & Withdrawl take very very long

Hello Casino Guru Team.

Because I experienced issues with the withdrawal process and delayed KYC several years ago at this casino, I created this thread so the casino.guru team can help monitor progress and resolve the long delays, i am so worried.

Account ID : 12179022

Join Date : May 30, 2019, 5:12 PM

Amount withdrawl : $430

Withdrawl transaction ID : 2216721c-17b7-4415-8f4a-c3bd54cfb452

(Your withdrawal request has been accepted for processing Sun, Dec 21, 2025, 8:01 PM)

Chronology: On December 20, 2025, at 11:28 PM, I received an email regarding a $150 no-deposit bonus with 10x wagering and a maximum withdrawal of $500.

I completed the wagering, resulting in a final balance of $432.85. After that, I made a withdrawal via TRON cryptocurrency (my first transaction using this currency).

Previously, I had used bank transfer for withdrawals. The casino requested a high-quality selfie photo of you holding your wallet number close to your face. The wallet number can be displayed on your phone, laptop, or computer screen (I have sent the document via email).

On December 22, 2025, at 12:25 PM, I received an email reply saying, "Thank you for providing the photo. We have added it to your profile and forwarded it for verification. Our specialists will review it within a few hours to a few days. Once the payment method is successfully verified, you will be able to make withdrawals using this method."

I understand this policy and may have to wait patiently for this process. I'm concerned about the long delays, as several years ago I experienced delays with withdrawals, KYC, and other issues at this casino. I hope casino.guru can help resolve this issue, assist with follow-up, and we can monitor it together.

I will be standing by to monitor the progress of KYC and withdrawals in this thread.

I have uploaded a screenshot, and attached the details.

Thank you.

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear mnet,

Thank you very much for submitting your complaint. I’m sorry to hear about the concerns you’re experiencing regarding the KYC verification and the withdrawal processing time.

Thank you for providing a detailed overview of the situation, including the account details, withdrawal amount, transaction ID, and the communication you’ve had with the casino so far. To help us better understand the case and determine whether the process is proceeding within reasonable limits, I would like to ask you a few additional questions:

• Have you received any further updates from the casino after their last email on December 22, 2025, confirming that your selfie and wallet verification were forwarded for review?
• Have you been asked to submit any additional documents or information since then, either via email or through your casino account?
• Have you already successfully completed full KYC verification in the past with this casino, or is this the first time your documents are being reviewed in full?

Please note that on Casino Guru, we generally allow casinos up to 14 days to process withdrawals, especially when a new payment method is used or when additional verification is required. At this stage, the timeframe you described may still fall within this standard period. However, we will be happy to monitor the situation and step in if the processing time becomes excessive or if any unjustified obstacles appear.

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino, such as emails or chat transcripts, you are also welcome to forward them directly to petronela.k@casino.guru for review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela, thank you for coming.

I will answer the questions

• I have not received any update emails since the Casino last emailed me on December 22, 2025.
• I just emailed the Vulkanvegas support team today regarding follow-up regarding KYC and the withdrawal process and i give the withdrawl transaction ID. Also asked if there were any additional documents or information, i said i will upload them as needed.
• Yes, pretty sure i am already successfully completed full KYC verification in the past with this casino. I've been able to withdraw and deposit funds smoothly for the past few years. Although I've often encountered delays during withdrawals, I'm very concerned that the withdrawal and KYC process for new payment always takes longer than the specified time.

I am ready to be patient and follow the existing regulations, I am just a little worried because my previous experience at vulkanvegas with withdrawals and KYC processes like this took a very long time. Just imagine i waiting for the update KYC for a weeks, and then they ask need another document information, wait again for a weeks, it's process takes like 1 months. I am frustrated, and almost lost all the money I planned to withdraw. But that was a few years ago, I hope vulkanvegas is much better now.

Thanks

Updated Dec 23, 2025, 6:34 PM

I get email from vulkanvegas i already verified now.

it's say

"We are glad to inform you that your account is verified.

Your payment is being processed, please wait for it to be processed."

Date Withdrawl request : 21.12.2025 (Status still "new")

May i have to wait again. I hope can completed before xmas and new year holiday 🙂

Yesterday i send email to casino support, regarding following up about my withdrawl transaction.

At Dec 24, 2025, 2:45 PM, i get email from casino support.

Here is the content of the email.

"Withdrawal requests up to 499 EUR (or equivalent in your currency) will be approved by the Casino within 2 working days from the next day after the requested document is approved. Your document has been approved on 22.12.2025. Your request is still within expected time frames."

So if there are no problems, this withdrawal process will be successful before December 25, 2025, right?

Update

Dec 25, 2025, 12:33 AM

My Winnings have been successfully withdrawn!

The money i will use wisely.

I hope vulkan vegas will be much better than before.

Then i would like to thank you for providing a forum for my concerns. I hope the entire casino.guru team is always healthy and well.

Issue resolved

Thank you @Petronela & teams

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

Dear mnet,

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,

Petronela