V.Vegas Casino - Die Auszahlung an den Spieler verzögert sich

Good afternoon. My complaint is primarily to establish a precedent regarding a situation that, based on what I've observed in various complaints received about Vulkan Vegas casino, will likely leave me waiting for many days to receive my money. Today, July 30, 2026, at 1:23 AM Argentina time, I submitted a withdrawal request for $1,000,000. More than 10 hours after submitting the withdrawal request, I contacted customer service and was told that I must complete the activation registration and that the estimated delay for withdrawal approval is 14 business days. I find it disrespectful that they take that long to deposit money I legally won. And since I've seen many complaints about this casino on this page, I want to prevent them from keeping me in the dark for more than 10 days (like other cases I've read about here).

I hope you will contact me to resolve this situation.

Buenas tardes. Mi queja primeramente se debe a asentar un precedente sobre la situación que, por lo que observo en diferentes quejas recibidos hacia el casino Vulkan Vegas, me tendrá a la espera de muchos días para poder darme mi dinero. El día de hoy, 30-07-2026 a la 1.23 horario de argentina realice el pedido de retiro por el monto de $1.000.000. Habiendo pasado mas de 10 hs del pedido de retiro, me comunico con atencion al cliente y me dicen que debo completar el registro de activacion y que la demora estimada para aprobar el retiro son 14 dias habiles. Realmente me parece una falta de respeto que se tomen esos dias para depositar el dinero que legalmente gane. Y como ya vi que hay muchas quejas de este casino en esta pagina, quiero prevenir que me tengas dando vueltas mas de 10 dias (como otros casos que lei aqui)

Espero por favor que se comuniquen conmigo para resolver esta situacion.

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 GuidoSimone,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It's really excessive that it takes 14 days to make a deposit. When you deposit money to play, it's immediate. But to withdraw, 14 days? It really makes the user feel completely distrustful. In other online casinos, it's immediate or at most a couple of hours. I'm not going to wait that long and I will file a formal complaint with the government authorities.

Realmente me es excesivo que se tomen 14 días para hacer un deposito. Cuando uno ingresa dinero para jugar, es inmediato. Ahora para retirar, ¿14 dias? Realmente hacen que el usuario sienta plena desconfianza. En otros casinos virtuales es inmediato o a lo sumo, un par de horas. Yo no voy a esperar esos dias y presentare una queja formal en los estamentos estatales.

I need an answer. It's outrageous to have to wait that long.

Necesito un respuesta. Es abusivo esperar esa cantidad de tiempo.

It is also excessive to take 14 days to verify and process a complaint.

También es excesivo que se tomen 14 días para verificar y procesar una queja.

Clearly, this is a strategy by Vulkan Casino to delay deposit payments so that users get fed up and end up losing their money. But rest assured, that won't happen in my case. I'm reading countless complaints similar to mine about this casino on this and other sites. It's truly shameful. I've already sent all the required documentation for verification, and they still haven't done anything. I'm also seeing that other users are being asked for the same documentation four or five times, with ridiculous excuses to further delay the process.

Claramente esto es una estrategia del casino Vulkan para retrasar el pago de deposito a los fines de que el usuario se agote de esta situación y termine perdiendo el dinero. Pero den por hecho que en mi caso eso no va a suceder. Estoy leyendo la cantidad de quejas similares a la mía que han hecho sobre el casino en esta pagina y en otras. Es realmente un bochorno. Ya envie toda la documentacion para la verificacion y tampoco lo han hecho aun. Desde ya que estoy viendo que a otros usuarios le solicitan hasta 4 o 5 veces la misma documentacion, poniendo excusas ridiculas para dilatar mas la situacion.

If I do not receive a satisfactory response today, I will be forced to contact the Curaçao Gaming Authority (CGA) to file a formal complaint for wrongful withholding of winnings.

De no recibir una respuesta satisfactoria el día de hoy, me veré obligado a comunicarme con la Curaçao Gaming Authority (CGA) para elevar una denuncia formal por retención indebida de ganancias.

Hello, GuidoSimone

Congrats on your win!

Please let us know if your account is verified?

Thank you in advance!

Regards

I've already sent all the documentation, and they're taking a long time to verify it. All the documentation I sent is as follows:

• Proof of Identity: Front and back of my National Identity Document
• Selfie with ID: Selfie of my face holding my National Identity Document.
• Proof of Address: A utility bill that clearly shows my personal address.
• Proof of Payment: AstroPay account where my personal information is displayed
• Source of Wealth: Payslip that justifies employment income.

All the information sent is exactly the same as that declared in my Vulkan account.

I would appreciate it if you could expedite the verification process and subsequent deposit of the requested withdrawals. I would also appreciate it if you did not request any additional documentation beyond what I have already submitted, as it is correct and compliant. I do not want to have to resubmit everything, as I have read has happened to many other users.

Ya envié toda la documentación y demoran en verificarla. Toda la documentación enviada es la siguiente:

• Comprobante de Identidad: Frente y reverso de mi Documento Nacional de Identidad
• Selfie con Documento: Selfie de mi cara sosteniendo mi Documento Nacional de Identidad.
• Comprobante de Domicilio: Factura de un servicio donde se ve claramente mi dirección personal.
• Comprobante de Pago: Cuenta de AstroPay donde se ven mis datos personales
• Fuente de Riqueza: Recibo de sueldo que justifica ingresos laborales.

Toda la información enviada es exactamente igual a la declarada en mi cuenta de Vulkan.

Agradecería que aceleren el proceso de verificación y posterior deposito de los retiros solicitados. Agradecería que no se me solicite mas documentación que la enviada, ya que la misma es correcta y conforme. No quiero volver a tener que enviar todo de nuevo, como ya lei que le sucede a muchos usuarios.

I'm still waiting for a coherent response. There are too many complaints about you as a casino on this page. Verification delays. Delays in withdrawal payments. People reporting their balances disappearing. Account closures without justification. As I've said in previous messages, I'm not going to wait 14 days for my money. And if you're hoping to drag this out and make me spend my balance, I've already told you that's not going to happen. I have a formal complaint prepared to file with the CGA if you don't deposit my legally won money by tomorrow at the latest.

I await your response.

Sigo esperando una respuesta coherente. En esta pagina hay demasiados quejas sobre ustedes como casino. Tiempos de demora en la verificación. Demoras en el tiempo de pagos de los retiros. Personas denunciando que les desaparece el saldo. Cierres de cuentas sin justificación. Como he repetido en mensajes anteriores, no voy a esperar 14 días para que me den mi dinero. Y si esperan demorar el asunto con la esperanza de que me gaste el saldo, ya les dije que no va a ocurrir. Tengo redactada la denuncia para presentar ante la CGA en caso de que no me depositen el dinero ganado legalmente el dia de mañana a mas tardar.

Aguardo respuesta.

Dear GuidoSimone

All the withdrawals are approved according to T&Cs of the casino. The terms are accessible at any time for your convenience. If any of the terms are breached - please kindly point out, and we will punish the responsible dept.

Kind regards

The customer service information on their website keeps changing. I've spoken to five different operators, and they all say something different. They've told me the deposit will take 7 days, 2 days, and 14 days. There's no consistent answer. On the same website, in the FAQ section, it says that under NO CIRCUMSTANCES can it take more than 2 business days. But the terms and conditions say something completely different. It's misleading information.

I DEMAND IMMEDIATELY THAT MY ACCOUNT BE VERIFIED AND THAT THE MONEY I LEGALLY EARNED BE DEPOSITED.

I reserve the right to file a complaint for improper withholding of profits.

En la atención al cliente en su pagina me dan información cambiante. He hablado con hasta 5 operadores y todos dicen cosas diferentes. Me han dicho que el deposito se hace en 7 días, en 2 días, en 14 días. No existe una respuesta coherente. En la misma pagina, en la sección de preguntas frecuentes dice que, en NINGUN CASO puede demorar hasta mas de 2 días hábiles. En los términos y condiciones dice otra cosa diferente. Es información engañosa.

EXIGO DE INMEDIATO QUE SE VERIFIQUE MI CUENTA Y DEPOSITEN EL DINERO GANADO LEGALMENTE.

Me reservo derecho a hacer la denuncia por retencion indebida de ganancias.

Sincerely,

Atentamente.

Dear GuidoSimone,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear GuidoSimone,

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,

Jean