Vulkan Vegas Casino - Player’s account has been closed after voluntary ban.

I have a voluntary ban on access to the cauldron. Out of curiosity, I entered and was allowed in, after deposits of over 15,000 BGN. I requested a bonus and was blocked. I have not had a single withdrawal. They took the money after they illegally allowed me in and my account is now blocked. I want the amount returned to me + compensation, as well as to stop their actions, for not following the law and more people will suffer. Can I provide payment orders?

Dear player,

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.

Could you please clarify what kind of ban or restriction you had in place?

Could you please advise if you have requested a self-exclusion from Vulkan Vegas Casino directly?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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Greetings,

Since the gambling addiction behaviour was identified by the support, the account was permanently blocked.

Also, the service was provided in full, the player has zero on their balance, the refund request is declined.

Kind regards

After verification, months later you establish a dependency....It makes no sense...why did you take the money and only now are you blocking it? I expect a refund of the amount and compensation!

There is no such thing, I was blocked without notice at their discretion after I informed them that I would file a complaint.

When should I expect progress on my case?

Dear player, you haven’t answered my previous questions.

I answered!

State ban on gambling!

I successfully passed the KYC verification.

I did not request self-exclusion.

After they found out I was going to file a complaint, they blocked me.

Since I have no withdrawals and I was illegally admitted, I expect to be refunded the staked amounts for which I sent payment slips to your e-mail. I expect a quick response so that I can hire a lawyer and initiate the procedure.

Dear player, please keep in mind that Vulkan Vegas operates under a Curaçao (GCB) license, not a Bulgarian license. This means they do not have access to Bulgaria’s national gambling self-exclusion register and therefore could not have automatically blocked your access. If you did not directly inform the casino of your exclusion before depositing, they had no way of knowing.

The casino has stated that your account was blocked due to signs of gambling addiction behavior, which they are legally allowed to do as part of their responsible gaming policies. Since your balance was zero at the time of account closure, and you did not request a self-exclusion directly with the casino, we are unable to assist with a refund or compensation.

We understand that this is frustrating, but given all the above, we sadly cannot help further in this case.

At this point, I can only recommend how to self-exclude properly in the future in casinos that are not licensed by Bulgarian authority. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.