Vulkka Casino - 選手の退場手続きが理由の説明もなく遅延している。

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.