Complaint #118 V.Vegas Casino

VulkanVegas Casino - Ignored self exclusion requests

By Denise J.

5 years ago

Hello,

I would like to file a complaint against Vulkan Casino.

I submitted a request via email to support@vulkancasino.com on April 4, 2021 to self exclude from the casino. I provided my full name and address as part of the request. I didn't receive a response so I followed up via email on April 6th, and April 8th requesting self exclusion. I received a reply on April 9th from Howard asking me why I wished to self exclude, in the same email from Howard was a bonus offer. I replied I wished to self exclude as I was spending too much money and requested again to self exclude immediately. There is only one reason to self exclude, being asked this appears to be a way to stall the process. The casino responded again on April 12th asking me to use the "set limits" option and still didn't not exclude my account. I replied once again to self exclude. I received another reply that my request would be processed "in a few days". I replied advising how distasteful it is to ignore my requests and threatened to file a complaint with Ask Gamblers. I requested my deposits back from April 6th onward allowing them the grace of two days to close my account.

In the end I deposited $7300 CAD from April 6th to the 11th due to my compulsion and their lack of actioning my much needed request.

I feel the casino ignored my request especially when I continued to make deposits. This is not how a casino should run. I have requested self exclusion from other casinos and have always had immediate response from them.

This has caused serious financial hardship for myself. I am left with no money and no food. I have since make a phone call to the crisis line here in Canada and got in touch with a counselor to help me with my addiction.

I am wanting to hold the casino responsible for their non compliance in returning the $7300 to me.

I need to keep my name and email address private from the public.

Thank you,

Disputed Casino V.Vegas Casino

Reason Other

Amount $7300

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

JohnsonBC

• Canada • 1 reviews

5 years ago

I have received the requested amount of money as promised by Vulkan Casino.

Thank you AskGamblers for this forum and assistance.

Vulkan Casino - was likely my favorite casino to date. The layout, games etc. Unfortunately, this self exclusion issue is a problem I forsee for this casino if they do not change their process. Perhaps have a separate email for self exclusion requests that is checked more frequently? Please ensure my account is blocked via self exclusion.

Thank you again, I am ok to close this complaint.

I

JohnsonBC

• Canada • 1 reviews

5 years ago

Thank you,

The refund has been deposited to my casino account. I have completed my process for withdrawal, which shows at in process.

I will submit another update once the funds have been successfully transferred.

V.Vegas Casino

• Representative

5 years ago

Hello, JOHNSONBC

"Self exclusion requests are obvious and related to problem gambling." - does not indicate the gambling issues, that is for sure. Many have various reasons for self-exclusion.

Self-exclusion is available within your profile, that is exactly what was suggested by the support.

Anyhow, the amount requested has been credited onto your account. Please make a withdrawal request.

Please do let me know if you need a specialist while coping with such a terrible disease as gambling addiction. The doctor is pricy, but well-worth it.

Kind regards

V.Vegas Casino Complaint Stats

Resolved 83 / 84

Avg. Amount $1,971

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

V.Vegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 64 out of 64 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

V.Vegas Casino Complaints

See all complaints for this casino

Deposit not credited and refund indefinitely delayed

I deposited 125.83 USDC to v.Vegas on the Ethereum network on September 26. For the purposes of this complaint, the amount in dispute is approximately $125.83, using a 1:1 USDC/USD exchange rate.

I made an error when making the deposit: on the casino website, I had selected USDT on the Ethereum network, but mistakenly sent USDC instead.

Immediately after realizing my mistake, I contacted v.Vegas through live chat. I explained the situation and asked for assistance. The agents refused to escalate the matter because of an arbitrary 96-hour waiting period. I understood from the outset that the deposit would not be automatically credited because I had sent USDC instead of USDT, and that the funds would require manual intervention. I have experienced a similar situation with another casino previously, where an incorrectly sent cryptocurrency deposit was manually credited.

Despite this, the v.Vegas agents insisted that I had to wait 96 hours and would not escalate the matter.

The 96 hours subsequently passed and nothing had happened. Only then did v.Vegas agree to investigate the matter and request the information necessary to locate the funds. I provided the transaction hash, screenshots of my wallet, and both the sending and receiving addresses.

The transaction was successfully completed and the funds were sent to the casino's wallet. I originally wanted v.Vegas to simply credit the funds to my playing account. Instead, after investigating the matter, v.Vegas decided that they would issue a refund. They then requested my cryptocurrency address so that they could send the refund, and I provided it.

I am now receiving contradictory and completely unsatisfactory explanations from support.

Some agents are telling me that the refund has no timeframe whatsoever and that it depends on the "workload of specialists." Another agent has told me that they are waiting for a provider to "locate" my deposit.

This is absurd. The transaction has already been identified and I have provided the transaction hash, wallet screenshots, and the sending and receiving addresses. Furthermore, v.Vegas has already decided that the resolution will be a refund rather than crediting the funds to my playing account.

I have been waiting for a resolution since September 25. I have fully cooperated with every request from the casino and provided all of the information required to identify the transaction.

I need clear answers from v.Vegas as to what is actually happening with my funds and, most importantly, a clear timeframe for when the 125.83 USDC will be refunded.

I do not accept an indefinite timeframe based on the "workload of specialists." If a third-party provider is involved, v.Vegas should clearly explain what remains to be done and why this is taking so long. The blockchain transaction itself can be sent within minutes once the refund is authorized.

I originally asked for the funds to be credited to my playing account. It was v.Vegas that chose to resolve the matter by issuing a refund. Having made that decision, they should now process the refund without further unnecessary delay.

I am attaching screenshots of my correspondence with v.Vegas to document the sequence of events, the information I provided, and the contradictory explanations I have received from their support agents.

I am asking AskGamblers to assist in obtaining a clear answer and a definite timeframe for resolution, and I expect v.Vegas to process the refund of 125.83 USDC without further delay.

Resolved

$126

VulkanVegas Casino - A nightmare to withdraw my funds

I have been a verified user of this platform for over 2 years. During this time, Ive made numerous deposits without any issues, but I never tried to withdraw my funds—until now. My experience has been a total disaster.

When I finally tried to take my money out, they started a never-ending verification process. They rejected my withdrawal multiple times, demanding "selfie" photos of me holding various objects. Then, they kept rejecting the photos due to "poor quality" (which was just an excuse).

Once I finally provided everything they asked for, my withdrawal went into "pending" status. It has been 4 days now, even though their own Terms and Conditions clearly state that withdrawals take anywhere from 5 minutes to 2 days.

Customer Support is Non-Existent:

The Bot: I am stuck in a loop talking to a chatbot that provides zero help.

Emails: I have sent multiple emails to their support team and have received zero replies.

They were more than happy to take my money for two years, but now that it's time to pay out, they’ve gone silent. I wouldn't wish this experience on anyone. Be warned: getting your money out is a nightmare.

Resolved

zł399

VulkanVegas Casino - Repeated Withdrawal Failures for 20 Days

I would like to file a complaint against Vulkan Vegas regarding repeated withdrawal failures.
For the last 20 days, I have been trying to withdraw my money. Each time I create a withdrawal request, the casino keeps it pending for about 5 days and then cancels it with the reason “technical reasons.”
This has already happened 6 times on my account.
Earlier, three withdrawal attempts of around INR 8,800 each failed, and after that three more withdrawal requests were also cancelled, making it a total of six failed withdrawals.
My latest withdrawal details:
Amount: €266.98
Withdrawal ID: 3f1632d4-c793-4fe9-9e54-
This withdrawal was also cancelled again due to technical reasons.
I deposited using Cryptocurrency and Jeton Wallet, which were accepted without any problem. However, these same methods are not available for withdrawals.
The casino advised me to use bank transfer, but when I checked the cashier, none of the listed banks are from India, so I cannot use this option.
This situation is very concerning because:
The casino accepts deposits through Crypto and Jeton.
Withdrawals through the same methods are not available.
Withdrawals stay pending for several days and then get cancelled repeatedly.
I have contacted the casino support team many times, but the issue remains unresolved.
Therefore, I kindly request the AskGamblers team to investigate this issue and help ensure that my €266.98 withdrawal is processed

Rejected

€267

VulkanVegas Casino - Delaying my payment and redoing KYC on purpose

I won about 100 euros on bonus, did the wager. They said i have to deposit, ok i deposited 10 and won 20 on sports and then went to withdraw. They said first do kyc. Ok, I upload everything. They said not good. Ok I upload again, again and again(mind you, i uploaded like 15 pics of EVERYTHING. And finally they approve 100% of my KYC.(will upload photos as proof)

Ok great i submit a withdrawal request, guess what???

My kyc got reversed, suddenly I'm getting an email saying you need to submit everything again. I will edit this when i get updates.

Resolved

€100

VulkanVegas Casino - Accusing me of being in another country or using VPN

Hello,

I have been a long-term verified player at Vulkan Vegas since 2020. I have never had any issues or violations.

On 06.12, the casino flagged my account due to a single login showing an Austrian IP address. I live in Slovenia, close to the Austrian border, and I use mobile data on my telephone, which sometimes routes traffic through neighboring countries. This is a known and common issue and does not represent VPN usage. It's something that happened one time without my power to control it.

I clearly stated that I was not in Austria and did not use any VPN.

The casino never provided any proof of VPN usage or any evidence of wrongdoing.

Instead of presenting evidence, the casino offered to unlock my account only if I agree to void my full balance (€3488) and accept only €250 as their ''good gesture'' to me. This feels like pressure to give up my winnings without any valid justification because I won too much and they dont like it.

My balance was obtained through correctly completed bonus wagering and subsequent gameplay with real money, which is fully legitimate. On the day of the accusation, my balance was 500€. Over the course of the day till today, I managed to win up to 3488€.

I kindly ask AskGamblers to review this case and request the casino to:

Provide evidence of any real violation (if it exists), OR

Release my full legitimate balance of €3488.

Thank you for your assistance.

Resolved

€3,488

VulkanVegas Casino - Delayed in paying out the withdrawal

Hi Askgamblers,

I am submitting a formal complaint regarding Vulkan Vegas Casino and a withdrawal that has been unjustifiably delayed.

I requested a withdrawal from my Vulkan Vegas account to my bank, and the casino informed me that withdrawals are processed within five (5) days. However, it has now been six days, and I have still not received the funds in my account. I have contacted their support team, but I have not received a clear explanation or resolution.

Details:

* Withdrawal amount: 9,012.00 Php

* Withdrawal request date: 11/04/2025

* Payment method: BANK

This delay is causing significant inconvenience, and I believe the casino is failing to meet their stated processing time. I am kindly requesting AskGamblers to assist in resolving this issue and ensure that my withdrawal is released as soon as possible.

Thank you for your time and assistance. I am hoping for a prompt resolution.

Kind regards, 

Rejected

₱9,012

VulkanVegas Casino - 4000 EUR withdrawal delayed

Hello AskGamblers,

I’m filing this complaint due to an unresolved withdrawal issue with Vulkan Vegas Casino.

📌 Key details:

• Username: <email address removed>

• User ID: 67200605

• Amount: 30,000 DKK (~4,000 EUR)

• Withdrawal Method: Skrill (fully verified)

• Date of Withdrawal Request: 15 July 2025

• Transaction ID: 3096dc02-ef84-47d7-a880-5fc972d1f27e

📖 The full story:

On 15 July 2025, I requested a withdrawal of 30,000 DKK via Skrill from my fully verified Vulkan Vegas account. This balance is 100% real money, with no active bonuses or wagering restrictions.

Prior to this, I had attempted a withdrawal to my Revolut account, but that was declined due to Revolut no longer supporting transactions from Vulkan Vegas. I immediately submitted the same request via Skrill, which is fully verified and has been added as my preferred withdrawal method.

Since then:

• I’ve contacted their support several times

• Responses have been vague and unhelpful

• At one point, the chat was closed abruptly while I was still seeking clarification

According to the casino’s published Terms & Conditions, withdrawals in this amount range should be processed within 5 business days. As of 23 July, no money has been received and no concrete updates have been provided by the casino.

📎 Proof provided:

• Screenshot of account balance showing 30,026.62 DKK

• Transaction ID

• Will provide Skrill verification and chat logs if required

This is a significant amount of money, and the lack of transparency and delay is unacceptable. I kindly ask AskGamblers to assist in getting a resolution and ensuring that the casino honors its stated withdrawal policy.

Thank you for your attention.

Kind regards,

Resolved

€4,000

VulkanVegas Casino - 500 withdrawal from June 9 still not received

I am submitting this complaint regarding a €500 withdrawal from Vulkan Vegas, requested on June 9 and marked as “successful”.As of today (June 17), I have still not received the funds in my bank account (Paysera).

I contacted the casino’s support team multiple times. On June 13, they informed me that the case was sent for investigation. Since then, I have not received any updates.

Meanwhile, I contacted my payment provider (Paysera), and they officially confirmed that no such transfer has been received and that nothing is pending in their system.

It has now been over 7 business days, which is not acceptable for a standard bank transfer. I am left without access to my funds and without proof that the casino actually sent the money.

I kindly request AskGamblers to assist me in resolving this issue and getting my €500 withdrawal successfully completed.

Thank you in advance.

Resolved

€500

VulkanVegas Casino - Still waiting for my withdrawal 1100 PLN

Vulkan Vegas Casino verified me from December 8, and on December 10 the account was positively verified. Then, when I placed the payment order, I was asked to send the document. On December 13, I was verified again. Today, the withdrawal status changed to "processing". Payout on mifinity. The casino's explanation that I have to wait another 5 days because they have forwarded my withdrawal order to the supplier. Please confirm that it has been forwarded, they do not want to share it. The regulations specify a maximum of 48 hours for withdrawal. Mifinity accepts instant payments. So the money should be with me. No specific information from the casino.

Resolved

zł1,100

VulkanVegas Casino - Verification documents approved but still not verified

I registered on the 29th of November, I received ONE EMAIL to verify my email address. And from then, I haven't received any form of communication from them as they said they will be in touch once they have reviewed all the documents. However, their verification page shows that they approved all documents I submitted, 100% approved but still the account is not verified. I spoke to their operators via the chat line, two of them are not giving me a good reason as to why my account is not verified yet. One of the lm claim that an email was sent to me requesting an additional documents, but I have been checking my emails every single day, throughout the day and there has been no email coming in from Vulkan Vegas. They insist I received an email, it is probably lost in SPAM FOLDER OR JUNK MAIL. But that's just a tactic to avoid telling the truth as to why my account is not verified. If they said one of the documents couldn't be accepted or be approved due to the quality of it or the document type. I would understand and know what it is that I need to do to get it right so I could have my account verified.

It seems like a tactic to avoid being transparent. Honesty seems to be the problem. Somehow the excuse makes me feel like the site might not be legit... or it might do all this to withhold the funds.

Please do find an attachment.

Resolved