Vulkka Casino - La retirada del jugador se ha retrasado sin explicación.

Dear Casino Guru Team,

I am submitting this complaint against Vulkka Casino regarding a prolonged and unjustified delay in processing my withdrawal, combined with a complete lack of communication from their side.

On March 24, 2026, I requested a withdrawal of 784 USD, which remains pending after more than a month without any valid explanation or visible progress.

For clarity:

• My account verification (KYC) has been fully completed and approved
• I only played slot games, with no irregular or restricted activity
• The winnings were initially obtained using a bonus, but the wagering requirements were fully completed, and the current balance consists entirely of real funds

Despite meeting all standard requirements, the casino has failed to process the withdrawal.

Additionally, the communication from the casino has been extremely deficient:

• I have sent more than five emails requesting updates, none of which have been answered
• The live chat initially provided only generic responses, stating that the case would be "escalated", but no action was ever taken
• For over 15 days now, the live chat has not been functioning, effectively removing any support channel

From a compliance and consumer protection perspective, this situation raises serious concerns:

• Unreasonable and unexplained delay in withdrawal processing
• Lack of transparency regarding the status of funds
• Failure to respond to repeated user communications
• Absence of functional customer support channels

At no point has the casino indicated any violation, requested additional documentation, or provided justification for withholding the funds.

Given these circumstances, the continued retention of my balance appears unjustified and inconsistent with fair gaming practices expected from a legitimate operator.

I kindly request Casino Guru to intervene and assist in resolving this matter.

I will not consider this complaint resolved until the withdrawal of 784 USD has been fully processed and paid, along with a clear explanation of the delay.

Thank you for your assistance.

Sincerely,

[Redacted]

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Dear Faran,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• If yes, which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your response.

Yes, I can confirm that I have successfully made a withdrawal before without any issues.

The payment method used was Binance, which is the same method I am currently using for the pending withdrawal.

That is precisely why the current situation is concerning, as there were no problems previously using the same method, yet now the withdrawal remains pending without explanation.

Please let me know if you need any further information.

Best regards,

[Redacted]

Hello Faran,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Faran, thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, have you received any new communication from the casino's customer support?

Thank you in advance for your reply.

Hello dear Attila,

It's great to be back in touch with you. I'm sharing a screenshot with the information about the pending withdrawal.

I also want to confirm that I haven't received any further updates regarding this matter.

I hope this information helps you continue with my process.

Regards,

[Redacted]

Dear Faran,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Faran,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora