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

vulkanspiele.com is requesting a Rapid deposit slip from me for verification, which I've already provided several times. They keep saying it's not the payment, but there's only this one debit on the specified day for that amount. What's the point of this tactic? They say there are no alternatives. What should I do?

vulkanspiele.com will für die Verifizierung von mir einen Rapid Einzahlungsbeleg den ich schon mehrfach geliefert habe. die sagen immer, das wäre nicht die Zahlung doch es gibt nur diese eine Abbuchung an dem gewünschten Tag über die Summe. Was soll diese Taktik? Alternativen gibt es laut denen auch nicht. Was soll ich tun?

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with VulkanSpiele Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail which payment method you have used to deposit in the casino?
• What was the format of the document you provided in order to verify the used payment method?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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.

The payment of €40 on November 20, 2025, was debited from my checking account via Rapid. I sent a bank statement and a screenshot of the debit to the casino. They repeatedly claimed that this wasn't the transaction. However, there was only this one €40 casino deposit on that day. Alternative proof is not accepted. Instead, they demanded that I obtain proof from Rapid, which is practically impossible since Rapid only provides proof to merchants.

Die Zahlung vom 20.11.25 über 40 Euro wurde über Rapid von meinem Girokonto abgebucht. Ich habe einen Kontoauszug und einen Screenshot der Abbuchung von meinem Konto an das Casino gesendet. Es wurde immer wieder behauptet das wäre nicht die Transaktion. Es gibt aber nur diese eine 40 Euro Casinoeinzahlung an diesem Tag. Alternative Nachweise werden nicht akzeptiert. Viel mehr wird gefordert, bei Rapid Nachweise einzuholen was faktisch unmöglich ist , da Rapid nur an die Händler Nachweise ausgibt.

It was not bonus money.

Es war kein Bonusgeld

Thanks for your reply.

• Could you please share with me your communication with the casino regarding the issue to better support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I apologize for the inconvenience. Thanks in advance for your cooperation.

I will send you the Latin text via email.

ich lasse Ihnen die Latanei via Mail zuukommen

Thanks for sharing the information with me.

If the issue persists, kindly share what proof you provided to the casino in order to verify the transaction. Send this information to me for review.

Thanks in advance for your cooperation.

My email is tomas@casino.guru

Dear Peterzocker,

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,
Tomas
Casino.Guru