Fiery Play Casino - Тегленето на играча е блокирано поради невъзможност за заявка на документ.

I am filing this complaint because the casino is blocking my withdrawal by demanding a document that technically cannot exist.

My Know Your Customer (KYC) identity verification has been fully completed.

All requested personal documents were accepted.

The only remaining problem is a so-called "proof of ownership" for my Litecoin wallet.

I deposited using a Non Custodial Litecoin Wallet (Trust Wallet).

This type of wallet does not store any personal data such as name, account holder, or official account information. It is technically impossible for a document to exist that links my full name to the wallet address.

However, the casino requires a screenshot of the "full version of the website" showing the following:

My full name

Account holder details

Wallet status

This information does not technically exist in a non-custodial wallet.

I have offered the casino the following valid proof of ownership:

Blockchain transaction proof

Screenshot of my wallet with transaction history

Confirmation in the public block explorer

A small verification transaction from the exact same Litecoin address

A cryptographically signed message to prove control of the private key.

This technically correct evidence was either ignored or rejected.

Instead of addressing the technical issues, customer service repeatedly sends standardized copy-pasted answers and claims my question has already been answered. When I ask specific follow-up questions, the chat is closed without the problem being resolved.

Furthermore, my inquiry regarding the license number and the responsible regulatory authority was not clearly answered. Instead, I was referred to review platforms.

From my point of view, the casino is demanding an impossible document in order to effectively block the payout.

I ask CasinoGuru to investigate this case, as the required proof cannot technically exist for a non-custodial Litecoin wallet, and all realistically possible proofs of ownership have been rejected.

Ich reiche diese Beschwerde ein, weil das Casino meine Auszahlung blockiert, indem es ein Dokument verlangt, das technisch nicht existieren kann.

Meine Identitätsprüfung (KYC) wurde vollständig abgeschlossen.

Alle angeforderten persönlichen Dokumente wurden akzeptiert.

Das einzige verbleibende Problem ist ein sogenannter „Proof of Ownership" meiner Litecoin Wallet.

Ich habe mit einer Non Custodial Litecoin Wallet (Trust Wallet) eingezahlt.

Bei dieser Art von Wallet werden keine personenbezogenen Daten wie Name, Kontoinhaber oder offizielle Kontoinformationen gespeichert. Es ist technisch unmöglich, dass ein Dokument existiert, auf dem mein vollständiger Name mit der Wallet Adresse verknüpft ist.

Das Casino verlangt jedoch einen Screenshot der „Vollversion der Webseite", auf dem Folgendes sichtbar sein soll:

Mein vollständiger Name

Angaben zum Kontoinhaber

Wallet-Status

Diese Informationen existieren bei einer Non Custodial Wallet technisch nicht.

Ich habe dem Casino folgende gültige Eigentumsnachweise angeboten:

Blockchain Transaktionsnachweis

Screenshot meiner Wallet mit Transaktionshistorie

Bestätigung im öffentlichen Block Explorer

Eine kleine Verifizierungs Transaktion von exakt derselben Litecoin Adresse

Eine kryptografisch signierte Nachricht zum Nachweis der Kontrolle des Private Keys

Diese technisch korrekten Nachweise wurden entweder ignoriert oder abgelehnt.

Statt sich mit den technischen Fakten auseinanderzusetzen, sendet der Kundenservice wiederholt standardisierte Copy Paste Antworten und behauptet, meine Frage sei bereits beantwortet worden. Auf konkrete Nachfragen wird der Chat geschlossen, ohne dass das Problem gelöst wird.

Zusätzlich wurde auf meine Anfrage nach der Lizenznummer und der zuständigen Regulierungsbehörde nicht klar geantwortet. Stattdessen wurde ich auf Bewertungsplattformen verwiesen.

Aus meiner Sicht fordert das Casino ein unmögliches Dokument, um die Auszahlung faktisch zu blockieren.

Ich bitte CasinoGuru, diesen Fall zu prüfen, da der geforderte Nachweis bei einer Non-Custodial Litecoin Wallet technisch nicht existieren kann und alle realistisch möglichen Eigentumsnachweise abgelehnt wurden.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the screenshots you sent to the casino to verify your payment method? My email address is [email protected].
• Have all your other identity documents been successfully verified?
• What types of games did you play at this casino?
• Have you tried contacting the casino’s customer support via email and requesting assistance with the verification of ownership of your Trust Wallet? In some cases, email support can be more helpful than live chat when it comes to verification-related matters.

Since Trust Wallet is a non-custodial wallet, an alternative proof of ownership may include a screenshot or a short video showing the wallet address, the specific coin or token used, and the transaction history.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you very much for your reply and your support in my case.

I will gladly answer your questions and explain the situation in more detail.

1. Screenshots of the payment method

I will email you the screenshots I already sent to the casino to verify my payment method. [email protected] forward.

These show my Litecoin address and the transaction history in my wallet.

2. Verification of my identification documents

Yes, all other requested documents have been successfully verified.

My complete identity verification (KYC) has been accepted and confirmed by the casino. There are currently no outstanding issues regarding my personal documents.

3. Games played

The games being played are not related to the current problem.

The actual problem concerns solely the verification of my deposit method. All other documents have been accepted and successfully verified. The only document that continues to be rejected is the so-called "Proof of Ownership" for my Litecoin wallet.

4. Contact customer service via email

Yes, I have tried several times to resolve the problem with customer service.

I used both the live chat and suggested alternative verification methods.

The problem is that I deposited using a Trust Wallet. This is a non-custodial wallet, where no personal account information such as name or account holder is stored.

However, the casino requires a screenshot of the "full version of the website" showing my full name, account holder details, and wallet status. This information is technically not available with a non-custodial wallet.

I offered the casino several alternative proofs of ownership, including:

- Screenshot of my wallet showing Litecoin address and transaction history

- Blockchain transaction proof in the public block explorer

- A small verification transaction from the exact same Litecoin address

Unfortunately, this technically valid evidence was either rejected or ignored.

I sincerely hope you can help me find a solution with the casino so that my withdrawal of €190 can be processed.

Thank you in advance for your support.

Best regards

Kadir O.

Hallo Veronika,

vielen Dank für Ihre Antwort und Ihre Unterstützung in meinem Fall.

Gerne beantworte ich Ihre Fragen und erläutere die Situation genauer.

1. Screenshots der Zahlungsmethode

Ich werde Ihnen die Screenshots, die ich dem Casino bereits zur Verifizierung meiner Zahlungsmethode geschickt habe, per E-Mail an [email protected] weiterleiten. 

Diese zeigen meine Litecoin Adresse sowie die Transaktionshistorie in meiner Wallet.

2. Verifizierung meiner Ausweisdokumente

Ja, alle anderen angeforderten Dokumente wurden erfolgreich verifiziert. 

Meine vollständige Identitätsprüfung (KYC) wurde vom Casino akzeptiert und bestätigt. Es gibt derzeit keine offenen Punkte bezüglich meiner persönlichen Dokumente.

3. Gespielte Spiele

Die gespielten Spiele stehen nicht im Zusammenhang mit dem aktuellen Problem. 

Das eigentliche Problem betrifft ausschließlich die Verifizierung meiner Einzahlungsmethode. Alle anderen Dokumente wurden akzeptiert und erfolgreich verifiziert. Das einzige Dokument, das weiterhin abgelehnt wird, ist der sogenannte „Proof of Ownership" meiner Litecoin Wallet.

4. Kontakt mit dem Kundenservice per E-Mail

Ja, ich habe mehrfach versucht, das Problem mit dem Kundenservice zu klären. 

Ich habe sowohl den Live-Chat genutzt als auch alternative Verifizierungsmöglichkeiten vorgeschlagen.

Das Problem liegt darin, dass ich mit einer Trust Wallet eingezahlt habe. Dabei handelt es sich um eine Non-Custodial Wallet, bei der keine persönlichen Kontoinformationen wie Name oder Kontoinhaber gespeichert werden.

Das Casino verlangt jedoch einen Screenshot der „Vollversion der Webseite", auf dem mein vollständiger Name, Angaben zum Kontoinhaber und der Wallet-Status sichtbar sein sollen. Diese Informationen existieren bei einer Non-Custodial Wallet technisch nicht.

Ich habe dem Casino mehrere alternative Eigentumsnachweise angeboten, darunter:

- Screenshot meiner Wallet mit Litecoin Adresse und Transaktionshistorie 

- Blockchain Transaktionsnachweis im öffentlichen Block Explorer 

- Eine kleine Verifizierungs Transaktion von exakt derselben Litecoin Adresse 

Leider wurden diese technisch gültigen Nachweise entweder abgelehnt oder ignoriert.

Ich hoffe sehr, dass Sie mir helfen können, eine Lösung mit dem Casino zu finden, damit meine Auszahlung von 190 € bearbeitet werden kann.

Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Kadir O.

Dear kadirorx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear kadirorx,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite VulkanSpiele Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good afternoon, Casino Guru team and kadirorx,

Kadirorx, we have taken into account the information and document images you provided. These documents are sufficient to complete the verification of your account.

At this point, your account has been successfully verified and you may submit a withdrawal request and wait for the payout to be processed within the established timeframes. Please note that if new payment details are used for transactions on the website, we may need to verify those details as well.

Have a great day, and we wish you good luck playing at our casino!

Dear kadirorx,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru