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Formal Complaint against Vulkan Vegas (Brivio Limited) – Unfair Confiscation of Winnings – Account ID: 13486754

​1. PLAYER DETAILS:

​Full Name: Gerard N**********

​Account ID: 13486754

​Current Real Balance : 100,001.65 PLN (approx. €23,000)

​2. DESCRIPTION OF THE ISSUE:

An unintentional administrative error was made regarding my date of birth during registration in 2020. I recently submitted all requested documents for KYC verification (ID, selfie). The Casino accepted and approved these documents (Proof attached: Screenshot of "Approved" status).

​3. THE DISPUTE:

Despite accepting my identity documents, the Casino has blocked my withdrawals and cited the date of birth error as a breach of terms. The management intends to confiscate approximately 75,000 PLN of my legitimate winnings, offering to leave only 25,000 PLN as a "gesture of goodwill." This offer was refused.

​4. ARGUMENTATION:

Confiscating the majority of my balance due to a clerical error in the date of birth—while having valid, approved ID documents on file—is a grossly disproportionate penalty and constitutes unjust enrichment by the operator.

​5. REQUEST:

I respectfully request Casino Guru to intervene. I demand that Vulkan Vegas be instructed to:

​Correct the date of birth in my profile based on the provided ID documents.

​Fully unlock my account.

​Process the withdrawal of my full balance (100,001.65 PLN) without any confiscation.

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 Yato3M,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your account and withdrawal.

To better understand the situation and proceed with the mediation, could you please clarify a few details?

• When exactly did you open this account at Vulkan Vegas?
• When did you submit your documents for the KYC verification?
• Have you ever successfully withdrawn funds from this casino in the past? If yes, please share the approximate dates and amounts (no need to be exact).

You may send any additional relevant communication or screenshots to [email protected].

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 Casino Guru Expert and Vulkan Vegas Representative,

​I strongly deny the accusation of violating term 4.1.2 ("using false data or data not belonging to the player").

​My identity is genuine, and the funds belong solely to me, which has been proven by the Casino's own KYC process.

​I have submitted my official ID document and a corresponding selfie to the Casino's verification department.

​The Casino's system returned the status: "Selfie with documents - APPROVED" (Proof attached: 3755.jpg). ​

The approval of my official documents PROVES that the identity shown on the documents matches the account holder (me) and that the document is valid.

​The issue is a clerical error in the registration field from 06.03.2020, not a willful attempt to use "false identity." Confiscating 75,000 PLN is a disproportionate penalty for a verified, correctable administrative mistake.

​I reiterate my demand for the full payout of my legitimate balance: 100,001.65 PLN.

Dear Yato3M,

Thank you very much for your update.

To proceed with the mediation, we still need the specific information requested in my previous message, as it hasn’t been provided yet. Could you please answer the following questions so we can better understand the full timeline of your case?

• When exactly did you open your account at Vulkan Vegas? (Please provide the approximate date if you don't remember the exact one.)
• When did you submit your documents for the KYC verification process?
• Have you ever successfully withdrawn funds from this casino in the past?

These details are essential for us to continue with the investigation.

Thank you in advance for your reply.

​

Dear Casino Guru Expert (Petronela) and Vulkan Vegas Representative,

​I understand that you need these details to fully understand the timeline, so I provide them below:

​When exactly did you open your account at Vulkan Vegas? Around 6 March 2020 (approximate date).

​When did you submit your documents for the KYC verification process? The final documents (ID and Selfie) were submitted and APPROVED in November 2025.

​Have you ever successfully withdrawn funds from this casino in the past? No.

​However, these questions are secondary.

​I reiterate: My identity has been SUCCESSFULLY VERIFIED AND APPROVED by Vulkan Vegas's own KYC system. The Casino has NO LEGAL BASIS to continue blocking the full balance of 100,001.65 PLN from a fully verified player.

​I demand the immediate UNBLOCKING of the withdrawal function and processing of the FULL PAYMENT TODAY.

​I will consider the complaint resolved ONLY when the funds are in my bank account.

Dear Yato3M,

Thank you very much for your prompt reply and for providing additional details. I appreciate your cooperation.

Before we can move forward with the mediation, I still need to clarify a few remaining points so that we can understand the full context of your account history:

• Did you make any deposits between 2020 and 2025, or was the activity on the account limited until this year?
• Are you aware of what the discrepancy in your date of birth actually was? For example, was it a different year, day, or month? It would be helpful to understand how big this mismatch was.
• Could you please explain why the account was not verified earlier, considering the account was created in 2020?

Thank you.

Thank you for your continued support.

I would like to provide a definitive status update on the withdrawal process:

​Data Correction Confirmed:

The incorrect date of birth on my Vulkan Vegas profile has been successfully corrected by the Casino's system. This fully validates my identity and removes any basis for the initial confiscation claims.

​Withdrawal Status:

The withdrawal of the full amount of 100,001.65 PLN is currently being processed in 10 separate transactions.

​Payment Status:

Although the transactions are shown as being "in process" (in realization) in the Casino's system, NO payments have yet been credited to my bank account.

​Since the Casino has verified my identity and started processing the full payment, the core issue of the complaint is resolved.

​I ask you to keep the complaint OPEN until the final remaining transfers are successfully credited. I will confirm the final successful receipt of the total amount.

These are truly great news. Thank you very much for the update! 🤩

I’m glad to hear that the date of birth has been corrected and that the full withdrawal is now being processed.

Of course, we will keep the complaint open until you confirm that all transactions have been successfully credited to your bank account. Please let us know as soon as the final payments arrive.

We’ll be here and ready to assist if anything else comes up in the meantime.

Dear Yato3M,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Yato3M

Please let us know if you've started receiving the winnings?

Regards

Dear Casino Guru Expert (Petronela) and Vulkan Vegas Representative,

​The total withdrawal amount is currently being processed in 10 separate transactions. As of today, I have received one transaction in the amount of 10,600 PLN (received on 01.12.2025).

​I kindly request that the complaint be left OPEN until the remaining transfers have been successfully credited to my account. I will confirm the final crediting of the entire amount once all funds have been received.

​Thank you for your assistance.

​

Hi Yato3M,

Thank you for the update. Yes, we will keep the complaint open until all remaining transactions have been fully processed and received on your side.

Please continue to let us know as each transfer arrives. We’ll keep monitoring the situation together until everything is completed.

Thank you for keeping us informed.

Dear Casino Guru Expert (Petronela) and Vulkan Vegas Representative,

​The total withdrawal amount is currently being processed in 10 separate transactions. As of today, I have received two transaction in the amount of 10,600 PLN (received on 01.12.2025).

(04.12.2025)

​I kindly request that the complaint be left OPEN until the remaining transfers have been successfully credited to my account. I will confirm the final crediting of the entire amount once all funds have been received.

​Thank you for your assistance.

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

Dear Yato3M,

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,

Petronela