FS Casino - Die Auszahlung des Spielers verzögert sich aufgrund von Dokumentationsproblemen.

【Japanese】

Subject: Request for mediation regarding withdrawal problems at Vulkan.bet

Thank you for your assistance.

When I tried to withdraw money from Vulkan.bet, I was repeatedly asked for documents that I could not submit, and their support would not respond, so I contacted you to ask for your assistance.

[Premise]

I deposited USDT into Vulkan.bet from another casino site called Betwinner.

Afterwards, when I requested a withdrawal on Vulkan.bet, I was asked to submit two documents:

A screenshot of your personal venus_point_direct account full page (showing your name, account information and wallet status)

A screenshot of your full usdt_trc20 account page (showing your name, account info, and wallet status)

[Problem]

■About 1

I didn't know what "venus_point_direct" was, so I looked into it and found out that the service was discontinued in June 2022 and has now been renamed "Vega Wallet."

Therefore, when I asked if a screenshot of Vega Wallet would be okay, I was told that "documents from venus_point_direct are required," and the matter could not be moved forward.

However, when I contacted a different support representative, I was told that the photo from the Vega Wallet was fine, so I submitted it multiple times as instructed, but no matter how many times I submitted it, it was rejected and I was not told the reason.

■About 2

I submitted a screenshot of the Betwinner transaction history I used to deposit, but it was rejected because it only listed the date and amount, and I needed to include the cryptocurrency address.

However, cryptocurrency addresses do not usually appear in transaction histories on casino sites such as Betwinner.

Even if you inquire about this, you will simply be told that "you cannot withdraw the money unless you have the necessary documents," and they will not provide any individual assistance.

I feel it is extremely unfair that even though I deposited using a method officially approved by Vulkan.bet, my withdrawal was refused due to documents that could not be submitted.

I would be grateful if you could assist and mediate in this matter.

【English】

Subject: Request for Mediation – Withdrawal Issue with Vulkan.bet

Dear Casino Guru Team,

I am reaching out to request your assistance in mediating a withdrawal issue I am facing with Vulkan.bet.

I have been repeatedly asked to provide documents that are simply impossible to submit, and their support team is unwilling to properly address my concerns.

Background:

I deposited USDT into Vulkan.bet from another casino site called Betwinner.

When I tried to withdraw my funds from Vulkan.bet, I was asked to submit the following two types of documents:

Full-page screenshots of my personal venus_point_direct account, clearly showing my name, account owner information, and wallet status.

Full-page screenshots of my USDT TRC20 account, also showing my name, account owner information, and wallet status.

Issues:

■ Regarding document 1:

Since I was not familiar with "venus_point_direct," I looked it up and found that the service was discontinued in June 2022 and has since been replaced by Vega Wallet.

When I asked if I could submit screenshots of Vega Wallet instead, I was told that "documents from venus_point_direct are required," and they refused to discuss it further.

However, a different support representative told me that submitting Vega Wallet screenshots is acceptable, so I uploaded those as instructed. Despite this, my documents were rejected multiple times without any clear reason provided.

■ Regarding document 2:

I submitted a screenshot of my transaction history from Betwinner, which I used for the deposit. However, they rejected it, saying it only shows the date and amount, and that it must include the crypto address as well.

But as far as I know, Betwinner and many other casinos do not display crypto addresses in the transaction history.

I explained this, but the only response I receive is "Without the proper document, the withdrawal will not be approved" — no further help or explanation is offered.

I used the official deposit method provided by Vulkan.bet, and yet I am being blocked from withdrawing due to unreasonable and impossible documentation requests.

I feel this is highly unfair and would deeply appreciate your help in mediating this matter.

Kind regards,

【日本語】

件名：Vulkan.betにおける出金トラブルについての仲介依頼

お世話になります。

Vulkan.betでの出金時に、提出不可能な書類を何度も求められ、サポートも対応してくれないため、仲介をお願いしたくご連絡いたしました。

【前提】

私はBetwinnerという別のカジノサイトからUSDTをVulkan.betに入金しました。

その後、Vulkan.betで出金を申請したところ、以下の2種類の書類提出を求められました：

個人のvenus_point_directアカウントの全ページのスクリーンショット（氏名、アカウント情報、ウォレットステータスが表示されていること）

usdt_trc20アカウントの全ページのスクリーンショット（氏名、アカウント情報、ウォレットステータスが表示されていること）

【問題点】

■1について

「venus_point_direct」が不明だったため調べたところ、2022年6月にサービス終了しており、現在は「Vega Wallet」という名称に変更されていると分かりました。

そのため、「Vega Walletのスクリーンショットで問題ないか」と問い合わせたところ、「venus_point_directの書類が必要」と言われ、話が進みません。

しかし、別のサポート担当者に問い合わせた際には「Vega Walletの写真で問題ない」という返答を受けたため、指示通りに何度も提出しましたが、何度出しても却下され、理由も教えてもらえません。

■2について

入金に使用したBetwinnerの取引履歴のスクリーンショットを提出しましたが、「日付と金額しか記載がなく、仮想通貨アドレスの記載が必要」との理由で却下されました。

ただし、Betwinnerなどのカジノサイトの取引履歴には、通常仮想通貨アドレスは表示されません。

その旨を問い合わせても、「書類がない限り出金できない」とだけ言われ、個別の対応はしてもらえません。

私はVulkan.betが公式に認めている方法で入金しているにもかかわらず、提出不可能な書類を理由に出金を拒否されており、大変不公平だと感じています。

この件について、仲介・ご支援いただけますと幸いです。

【English】

Subject: Request for Mediation – Withdrawal Issue with Vulkan.bet

Dear Casino Guru Team,

I am reaching out to request your assistance in mediating a withdrawal issue I am facing with Vulkan.bet.

I have been repeatedly asked to provide documents that are simply impossible to submit, and their support team is unwilling to properly address my concerns.

Background:

I deposited USDT into Vulkan.bet from another casino site called Betwinner.

When I tried to withdraw my funds from Vulkan.bet, I was asked to submit the following two types of documents:

Full-page screenshots of my personal venus_point_direct account, clearly showing my name, account owner information, and wallet status.

Full-page screenshots of my USDT TRC20 account, also showing my name, account owner information, and wallet status.

Issues:

■ Regarding document 1:

Since I was not familiar with "venus_point_direct," I looked it up and found that the service was discontinued in June 2022 and has since been replaced by Vega Wallet.

When I asked if I could submit screenshots of Vega Wallet instead, I was told that "documents from venus_point_direct are required," and they refused to discuss it further.

However, a different support representative told me that submitting Vega Wallet screenshots is acceptable, so I uploaded those as instructed. Despite this, my documents were rejected multiple times without any clear reason provided.

■ Regarding document 2:

I submitted a screenshot of my transaction history from Betwinner, which I used for the deposit. However, they rejected it, saying it only shows the date and amount, and that it must include the crypto address as well.

But as far as I know, Betwinner and many other casinos do not display crypto addresses in the transaction history.

I explained this, but the only response I receive is "Without the proper document, the withdrawal will not be approved" — no further help or explanation is offered.

I used the official deposit method provided by Vulkan.bet, and yet I am being blocked from withdrawing due to unreasonable and impossible documentation requests.

I feel this is highly unfair and would deeply appreciate your help in mediating this matter.

Kind regards,

Dear Lo6sterr,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've encountered while trying to withdraw your funds from Vulkan.bet.

To better understand your situation and communicate effectively with the casino, could you please clarify a few additional points:

• When exactly did you make the deposit to Vulkan.bet, and how much was the total amount in USDT?
• Was there any bonus involved at the time of your deposit or play? If so, please describe what kind of bonus it was.
• Could you confirm whether your account at Vulkan.bet has already been verified (KYC)?
• Have you received any written explanation from Vulkan.bet support regarding why your submitted documents were not accepted, especially the Vega Wallet screenshots? If so, could you please forward those to us?

If you have any screenshots of your communication with the casino (live chat, emails, or document submission responses), or any documents you submitted, please send them 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

Dear Petronela,

Thank you for your response. Please see my answers to your questions below:

・I made a deposit on April 12, 2025 at 17:18, with an amount of 10,053 JPY. The funds were deposited from Betwinner via USDT-TRC20, and then converted to JPY.

・I did not receive any bonus at the time of deposit or play.

・My account at Vulkan.bet has already been verified (KYC completed).

・I have not received any explanation regarding why my documents were rejected. They only keep telling me to "submit the screenshots" without providing any specific reason.

I do have many screenshots and documents, but I will submit them to petronela.k@casino.guru as requested.

Thank you again for your support, and I hope this can be resolved soon.

Best regards,

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear Lo6sterr,

Thank you very much for your detailed reply and for your willingness to share the supporting documentation — that’s very helpful.

Just to ensure I understand the situation correctly:

• Did you transfer the funds from your account at another casino (Betwinner) directly to your Vulkan.bet account using USDT-TRC20?
• If so, could you please confirm whether this was a standard crypto wallet transfer, or if it was facilitated in any way by either of the casino platforms?

This detail is important for us to fully understand the nature of the transaction and how it might affect the casino’s verification process.

Dear Petronela,

Thank you for your message.

・Yes, I transferred the funds directly from another casino (Betwinner) to my Vulkan.bet account using USDT-TRC20.

・I did not use a personal crypto wallet for the transfer. The transaction was handled and processed through the Betwinner platform.

Please let me know if you need any further clarification or documents.

Dear Lo6sterr,

Thank you for confirming those details — that’s very helpful.

To move forward, we would like to clarify a few more points regarding the transaction:

• Does the transaction hash contain any personal information (such as your Betwinner account ID, email address, or name) that could help us confirm that you personally initiated the transfer to Vulkan.bet?
• Could you please provide a screenshot from your Betwinner account showing a successful withdrawal of the corresponding amount via USDT-TRC20? Ideally, this should include the date, transaction hash, and destination address used for the transfer to Vulkan.bet.

This additional information would significantly strengthen our ability to support your claim and present your case clearly to the receiving casino.

Thank you again for your cooperation — looking forward to your reply.

Dear Vulkan.bet Team,

We kindly invite you to join the conversation and comment on the issue raised in this complaint.

The player has submitted details regarding their USDT-TRC20 deposit from Betwinner and the difficulties they’ve encountered when attempting to withdraw. We’ve also received supporting documents via email, which we’re happy to share with you upon request.

Could you please let us know what steps could be taken at this stage to help resolve the situation? We’re here to assist and facilitate communication in any way needed.

Thank you in advance for your cooperation.

Dear Vulkan.bet Team and Petronela,

Today, I received the attached email directly from the Vulkan.bet team.

As you can see, they are once again requesting:

"A full-page screenshot of your personal venus_point_direct account, showing your name, account owner information, and your wallet status."

However, after researching Venus Point, I found that their services officially ended in June 2022.

I have already explained this to the Vulkan.bet support team multiple times.

While some of their support representatives have acknowledged this, I continue to receive the same request, which I find very confusing and unreasonable.

I would like to ask:

What exactly are they expecting me to submit?

I truly cannot understand what document they are referring to when the service itself no longer exists.

Also, if possible, I would prefer to receive responses directly here on this platform rather than by email.

Thank you very much for your continued support.

Best regards,

Hello Casino Guru team and Lo6sterr,

We completely understand your frustration and appreciate your patience. To complete your account verification, we just need a few more documents from you.

On July 29, we sent an email detailing the documents required and the information that should be visible on them.

When you have a moment, please upload the documents directly to your profile on our website.

Thank you, and have a great day!

Dear Vulkan.bet Team and Petronela,

I received the attached email from Vulkan.bet.

As I have explained multiple times, I deposited funds from another casino platform called Betwinner.

Therefore, the only document I can provide is the withdrawal history from Betwinner, which contains the amount, date, and my email address — nothing more.

However, even after submitting these documents, you keep rejecting them without giving any specific explanation.

You simply repeat the request to "submit the documents again," without addressing the actual issue.

I kindly ask you to stop sending template-style messages and instead provide a proper, meaningful response.

Please explain clearly what exactly is missing or unacceptable in the documents I already provided.

I’m more than willing to cooperate — but I need real communication, not automated replies.

Dear Vulkan.bet Team,

Thank you for your previous response.

We have now received a follow-up from the player, who explained that the deposit was made from another casino platform (Betwinner). As a result, the player is not able to provide a full-page screenshot of a personal usdt_trc20 account showing their name, account owner information, and wallet status, because the transaction was made from another casino account and not a personal wallet.

The player has already submitted the withdrawal history from Betwinner, which shows the amount, date, and email address, but these documents were repeatedly rejected without a clear explanation of what is missing.

• Could you please clarify if there is any alternative way to proceed with this case or specify exactly what documentation would be acceptable for verification under these circumstances?

Thank you in advance for your cooperation.

Hello, Lo6ster and Casino Guru team,

Lo6sterr, you have made a total of three deposits in USDT. We have received several different images, however, the Tronscan screenshots refer only to a single payment made on 12.04.2025 at 08:18:05 (UTC), and the screenshots from your Betwinner account also show only one payment, which was made around 12.04.2025 at 09:51:02 (UTC).

Please upload Tronscan screenshots for the payments made on 12.04.2025 at 09:51:02 (UTC) and 12.05.2025 at 07:50:01 (UTC).

Also, please upload screenshots from your Betwinner account showing the transactions made on 12.04.2025 at 08:18:05 (UTC) and 12.05.2025 at 07:50:01 (UTC).

Additionally, you mentioned making deposit payments by transferring funds from your Betwinner account, but in your profile you uploaded a transaction history screenshot from another website. Could you please provide more details regarding this situation?

Thank you in advance.

Dear Lo6ster,

As you can see from the casino’s reply above, they have specified exactly which documents are needed to proceed.

Please review their request and provide the requested screenshots so we can move the case forward.

Dear Vulkan.bet Team and Petronela,

Thank you for your response.

Upon reviewing the transactions, I can confirm that the three deposits were made from two different casino platforms: Betwinner and 1xBet.

Here is the breakdown of the deposits:

April 12, 2025 at 08:18:05 (UTC) – from Betwinner

April 12, 2025 at 09:51:02 (UTC) – from Betwinner

May 12, 2025 at 07:50:01 (UTC) – from 1xBet

I have uploaded the related documents for all three deposits to the Vulkan.bet verification system.

Please kindly review them.

Regarding Tronscan screenshots, I contacted both Betwinner and 1xBet to request the TXIDs for these transactions.

However, both platforms responded that they cannot provide TXID information due to internal policy restrictions.

Therefore, the only documents I can submit are the transaction histories from each respective casino site.

I will also send the same documents submitted to the Vulkan.bet site directly to Petronela via email shortly.

Dear Vulkan.bet Team,

Thank you for your instructions and for outlining which documents are required. The player has now uploaded the requested files to your verification system and also sent them to me by email.

Could you please review these materials and get back to us once your checks are completed, so we know how the case will proceed?

Thank you in advance for your cooperation.

Hello Lo6sterr and Casino Guru team,

This situation is rather unusual, so we need to carry out a more detailed review.  

Lo6sterr, could you please clarify: you mentioned that you do not have the TXID information since it was not provided by either of the brands you referred to. However, earlier you indicated that you had performed a search using the TXID, and you also uploaded information from Tronscan for certain transactions.  

Additionally, could you explain how the transactions were made in such a way that a shared account on another website was used instead of a personal crypto wallet?  

Thank you in advance for your clarification.

Dear Vulkan.bet and Casino Guru team,

Thank you for your message.

・Previously, I contacted Betwinner, and on that occasion, they did provide me with the TXID, which allowed me to search and submit the Tronscan information for one of the transactions.

However, when I later requested the TXIDs for the remaining transactions from both Betwinner and 1xBet, I was told that providing TXID information is against their platform’s internal policy.

Therefore, I was not able to obtain those TXIDs.

・As for the transaction method, many online casinos that support USDT transfers allow users to input a deposit address directly into their withdrawal form.

In this case, I simply entered my Vulkan.bet deposit address into the withdrawal forms on Betwinner and 1xBet, and they transferred the funds accordingly.

This is a common and widely accepted practice across multiple casino platforms.

Dear Vulkan.bet Team,

Thank you very much for your follow-up and for carefully reviewing the player’s explanations.

• Could you please let us know if there is any further information or documentation you still require from the player at this stage in order to complete your review?

Thank you in advance for your cooperation.

Good afternoon Lo6sterr and Casino Guru team,  

Thank you for your explanation. The information you have provided is currently under review.  

Should we require any additional documentation or details, we will let you know.  

Thank you for your patience.  

Dear Vulkan.bet Team,

Thank you very much for your update and for confirming that the case is currently under review. We appreciate your cooperation and will wait for your further instructions in case any additional documentation or details are required from the player.

Good afternoon Lo6sterr and Casino Guru team,  

We have reviewed all the information you provided, and as a result, your account has successfully completed the verification process.  

We sincerely apologize for the delay in resolving this matter.  

Have a great day!  

Dear Lo6sterr,

• Could you please confirm that your account is now fully verified and that you are able to withdraw your funds?

We would also like to thank the Vulkan.bet team for their cooperation and assistance in resolving this matter.

Dear Vulkan.bet Team and Petronela,

Yesterday, I submitted a withdrawal request from my account.

As a precaution, could you please keep this ticket open until the withdrawal is fully processed?

Thank you for your understanding and continued support.

Dear Lo6sterr,

Thank you for your update. Of course, we will keep this complaint open until you confirm that your withdrawal has been successfully processed. Once you receive the funds, please let us know here so we can finalize the case.

Dear Vulkan.bet Team and Casino Guru,

Thank you very much for your support.

My withdrawal has been successfully completed, so there is no need to keep this ticket open any longer.

You may go ahead and close it.

I sincerely appreciate your assistance throughout the process.

Best regards,

Dear Lo6sterr,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela Kontos

Casino.Guru