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Since July 2025, I have repeatedly requested that Vulkan Vegas casino permanently block my player account due to gambling problems. I sent my first request by email (I have proof of this) and then followed up multiple times, both to customer support and to the email address provided to me by a live chat agent. Unfortunately, the casino ignored my requests for a long time.

Despite my repeated requests, the casino continued to allow me to make deposits. I received confirmations of successful payments, and my account remained active. As a result, I kept depositing money even though I had clearly asked for my account to be blocked.

Only after many weeks did the casino inform me that my account had been blocked, but they refused to refund the funds I deposited after my first request to block the account. I believe this is a violation of the casino’s responsibilities – they should have immediately acted on my self-exclusion request and prevented any further transactions.

I am requesting a refund of all deposits made after the date of my first account closure request (July 2025).

Dear Paulina123,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your self-exclusion requests and continued deposits.

To understand your case precisely and present it to the casino clearly, could you please confirm or correct the following timeline (based on the screenshots you provided)?

• 28.07. & 29.07. – Emails to support@vulkan-vegas.ca requesting the account to be blocked (no explicit mention of a gambling problem).
• 26.08. – Email to support@vulkanvegas.com asking to close the account (no mention of a gambling problem).
• 28.08. – Email to support@vulkanvegas.com asking to close the account (no mention of a gambling problem).
• 29.08. – Email to support@vulkanvegas.com asking to close the account with a 0.01 PLN balance (no mention of a gambling problem).

In addition, please let us know:

1. Did you ever explicitly mention a gambling problem or request permanent self-exclusion due to a gambling problem in any email or live chat? If yes, please specify the exact date, the channel (email address or chat), and attach a screenshot showing the message and timestamp.
2. The date the casino finally blocked your account and any reason they provided for refusing a refund of deposits made after your first request.

If it’s easier, you can forward any relevant emails or documents directly to petronela.k@casino.guru.

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

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I confirm the above. The rest of the information is in the email.

Hello all,

We'd like to confirm the account was permanently blocked after investigation of this complaint due to gambling addiction.

The investigation of the correspondence did not reveal any mentioning of gambling addiction.

Kind regards

Dear Petronela and Casino Guru team,

I repeatedly requested self-exclusion, but my emails were ignored. Support tried to convince me to keep the account open, but I clearly stated my right to block it. After that, there was no response from the casino.

Please consider that the casino failed to manage my account responsibly and I should be eligible for a refund of deposits made after my initial self-exclusion request.

Thank you.

Hi Paulina123,

Thank you very much for your cooperation and for providing additional details. I carefully reviewed the correspondence between you and the casino. Based on what we can see, your earlier messages requested the account to be closed, but they did not explicitly mention that the reason was a gambling problem. This is an important difference, as casinos are usually required to treat clear requests for self-exclusion due to gambling problems under responsible gambling policies, while general requests to close an account may not be handled the same way.

I understand that this is very frustrating and I am truly sorry for the difficulties you’ve faced. Please note, however, that since the casino has now confirmed your account is permanently blocked, there may not be much more we can do to push them to refund deposits that were made before you explicitly stated gambling addiction as the reason (in this complaint).

If you can confirm once again that the account is now closed, we will consider the case as closed on that point. Unfortunately, without proof of a clear reference to a gambling problem in your earlier requests, our ability to push the casino for a refund is very limited.

Thank you for your understanding.

Further explanation regarding my complaint

Dear Petronella,

Thank you for your response and thorough review of my case. I understand your position, but I'd like to point out an important detail.

When I first requested closure of my account, the casino consultant provided me with an incorrect email address to send my request to. This caused unnecessary delays and prevented my account from being locked when I first requested it. As a result, I was able to continue making deposits after my initial closure request.

I believe this error is the casino's, not mine, and that the casino failed to act responsibly by failing to immediately close my account after repeated requests.

Please take this into account when finalizing my complaint.

With respect,

Paulina

Dodatkowe wyjaśnienie dotyczące mojej skargi

Droga Petronelo,

Dziękuję za Twoją odpowiedź i dokładne przeanalizowanie mojej sprawy. Rozumiem Twoje stanowisko, jednak chciałabym zwrócić uwagę na istotny szczegół.

Kiedy po raz pierwszy poprosiłam o zamknięcie konta, konsultant kasyna podał mi nieprawidłowy adres e-mail, na który miałam wysłać swoją prośbę. Spowodowało to niepotrzebne opóźnienia i sprawiło, że moje konto nie zostało zablokowane w momencie, gdy po raz pierwszy o to poprosiłam. W efekcie mogłam nadal dokonywać wpłat po moim pierwotnym wniosku o zamknięcie.

Uważam, że ten błąd leży po stronie kasyna, a nie mojej, i że kasyno nie zachowało się odpowiedzialnie, nie zapewniając natychmiastowego zamknięcia mojego konta po wielokrotnych prośbach.

Proszę o wzięcie tego pod uwagę przy ostatecznej ocenie mojej skargi.

Z wyrazami szacunku,

Paulina

I understand that my previous messages did not explicitly mention a gambling problem, but I would like to emphasize that I repeatedly asked for my account to be closed, and my requests were ignored. A consultant also provided me with the wrong email address, which misled me and caused further delays in properly blocking my account. I also believe that the fact I wrote "personal reasons" should not matter – if I request account closure, the casino should respect that request without requiring further explanations.

I would like to point out that the casino refers to section 8.2.2. of the Terms, which only concerns payment authorization and has nothing to do with my repeated requests to close the account. The Terms in the Responsible Gaming section clearly state that a player has the right to request account closure – even for personal reasons – and such a request should be respected immediately. My emails were ignored, which violates the principle of responsible customer care.

Dear Paulina123,

Thank you for your patience and for providing further details regarding your complaint. I understand how frustrating this situation must have been for you.

To clarify the timeline: your account was permanently blocked on 1 September 2025. While it is true that a live chat agent initially provided you with an incorrect email address, even after you used the correct address, your messages did not explicitly mention a gambling problem or request self-exclusion due to gambling issues. This distinction is important.

It is crucial for casinos to receive a valid reason for self-exclusion, such as gambling problems, because this triggers specific responsible gambling procedures and protections. Simply requesting account closure for "personal reasons" does not automatically activate these safeguards.

Because your initial requests did not explicitly cite gambling problems, the casino’s obligation to refund deposits made after your first request is limited. We understand your point about the delay caused by the incorrect email address, and we have taken that into account when reviewing your case.

• Could you please confirm that your account is now closed? Once confirmed, we will consider the case closed on that point.
• Also, could you let us know if this explanation regarding self-exclusion and account closure is sufficient for you?

Thank you.

Dear Petronella,

Thank you for your detailed explanation. I confirm that my account has been permanently closed.

I understand the formal distinction regarding clearly indicating a gambling problem, but I would like to emphasize that my repeated requests to close my account were ignored, and the incorrect email address I initially provided caused additional delays. I hope these circumstances can be taken into account when considering deposits made after my initial request to close my account.

Thank you again for your support and commitment to my case.

Droga Petronelo,

Dziękuję za szczegółowe wyjaśnienie. Potwierdzam, że moje konto zostało trwale zamknięte.

Rozumiem formalne rozróżnienie dotyczące wyraźnego wskazania problemu z hazardem, ale chciałbym podkreślić, że moje wielokrotne prośby o zamknięcie konta były ignorowane, a początkowo podany błędny adres e-mail spowodował dodatkowe opóźnienia. Mam nadzieję, że te okoliczności mogą być wzięte pod uwagę przy rozpatrywaniu depozytów dokonanych po mojej pierwszej prośbie o zamknięcie konta.

Jeszcze raz dziękuję za wsparcie i zaangażowanie w moją sprawę.

Dear Paulina123,

To make sure we have the full picture, could you please confirm whether you contacted the casino at any time between the end of July and the end of August to inform them of your intention to close your account — even if you did not explicitly mention a gambling problem at that time?

This detail will help us finalize the review of your case.

Yes, I contacted the casino many times between the end of July and the end of August to request the closure of my account, even though I did not explicitly mention gambling addiction at that time. Unfortunately, my requests were ignored

Thank you very much for your quick reply. Could you kindly forward us any supporting evidence of these requests (such as email copies or screenshots of your communication with the casino) to petronela.k@casino.guru?

Additionally, could you let us know whether the casino reacted in any way to your messages during that period, or if there was no response at all?

Dear Petronela,

Thank you for your message.

I am attaching the requested screenshots of my correspondence with the casino, showing that I asked multiple times for the account to be closed between the end of July and the end of August.

During this period, the casino did not react to my requests in any meaningful way. In some cases, they ignored my emails completely, and in others, the support only suggested that I keep my account or set limits instead of closing it.

I will send the requested attachments to your email address.

Best regards,

Paulina

I would like to emphasize once again that I repeatedly requested the closure of my account, but my emails were ignored. Even if I did not mention gambling addiction directly, the fact that I insisted many times on blocking my account clearly shows that I no longer wanted to play. The casino’s refusal to act responsibly and delay in processing my requests caused me financial and emotional harm.

I would also like to mention that in the past, when I asked two other casinos to close my account, they did so immediately after just one email in which I only wrote "personal reasons." There was no problem at all. For this reason, I find it difficult to understand why Vulkan Vegas delayed the closure of my account for almost a month, even though I asked many times.

According to Vulkan Vegas’ Responsible Gaming rules, a player can request self-exclusion without providing a specific reason. The rules do not require explaining the cause of the account closure. Therefore, repeated requests to close the account should have been respected immediately, regardless of whether "problem with gambling" was mentioned. Waiting a whole month to block the account is unacceptable.

Dear Paulina123,

Thank you very much for sharing the details of your communication with the casino. Based on what you provided, here is the timeline we have reconstructed so far:

• 28.07. & 29.07. – Emails sent to support@vulkan-vegas.ca requesting account closure (no explicit mention of a gambling problem).
• 26.08. – Another email requesting account closure (recipient address not visible).
• 28.08. – Email to support@vulkanvegas.com stating this was already the third request.
• 29.08. – Email to support@vulkanvegas.com again requesting account closure.
• 29.08. – Deposit of 40 PLN.
• 30.08. – Casino replied that the account was blocked but no refund would be issued.

Could you please confirm that this timeline is correct?

As I mentioned earlier, we still haven’t received any supporting communication from the period we requested (e.g., copies of the emails sent on 26–29 August). If you have these, please kindly forward them to petronela.k@casino.guru so we can review them in full.

• Additionally, could you clarify how much in total you deposited during this time? From what we see, there was at least one deposit of 40 PLN, but please confirm the full amount.

At this stage, since the casino has already blocked your account following your repeated requests and explicitly refused a refund, it unfortunately seems there may be no further steps we can take to assist you unless new evidence is provided.

Thank you in advance for your reply.

I confirm that I contacted the casino multiple times during that period, asking for my account to be closed. I am sending the requested attachments by email.

Thank you very much for your prompt confirmation and for sending us the attachments by email.

I’d also like to sincerely apologize for the confusion earlier today when I requested a different set of dates. To clarify, we are now focusing specifically on the period between the end of July and the end of August. Could you please confirm once more that all the communication you referred to took place during this timeframe? This will help us ensure that the timeline we reconstructed is accurate.

We will review the documents you sent carefully.

Thank you.

I confirm that all communication took place between the end of July and the end of August. All requested screenshots and documents have already been sent via email.

Dear Paulina123,

Thank you very much for your cooperation and for sharing all the details and supporting materials with us. We carefully reviewed the entire timeline of your case.

After going through your communication with the casino, we must conclude that we are not in a position to push the casino for a refund. The main reasons are:

• Between 29 July and 26 August there was no follow-up contact from your side to make sufficient effort to ensure your account was closed.
• In none of your messages to the casino did you mention that the closure request was related to a gambling problem, which would have placed the situation in a different context.

We truly understand this is a disappointing outcome, and we regret that we cannot assist you further in this matter. Please know that our decision is based solely on the information available and the standards we apply to ensure fair and consistent handling of all complaints.

If at any point you feel that gambling may become problematic for you, we strongly recommend using reliable self-exclusion tools such as BetBlocker, which can help you block access to thousands of gambling websites for free.

I sincerely wish you all the best going forward and encourage you to make use of available safer gambling measures whenever needed.

Best regards,

Petronela

Casino Guru