Vulkan Vegas Casino - Pelaaja ylitti talletusrajan itsesulkupyynnöistä huolimatta.

I have mentioned my gambling addiction to the casino multiple times and have been blocked several times. So far, so good. However, with my last bet, I exceeded the monthly limit of €1000 in a single day. According to the German license, there should be a standard limit of max €1000 that I should not have been able to exceed, but nothing prevented me from doing so. LUGAS should have intervened! The fact that I have already asked to be blocked twice should have been a reason to set this limit to protect the player!

Ich habe dem Casino mehrmals von meiner Spielsucht erwähnt, wurde auch mehrmals gesperrt, soweit so gut. Jedoch habe ich beim letzten Einsatz den Monatslimit von 1000€ an einem Tag überschritten, es müsste laut deutschem Lizenz einen Standard Limit von max 1000€ geben den ich nicht überschreiten durfte jedoch hat mich nichts dagegen gehindert, es müsste LUGAS einspringen! Allein das ich mich bereits 2x mal sperren lies sollte ein Grund gewesen sein diesen Limit einzustellen um den Spieler zu schützen!

Dear Matkap07,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Kindly be aware that Vulkan Vegas Casino operates under the Antillephone license and is therefore not subject to German laws. Moreover, we at Casino Guru don't deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please let me know the date when you requested self-exclusion due to gambling addiction and the duration of the self-exclusion period?

Also, have you made a €1000 deposit after the self-exclusion period ended?

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

I started at vulkanvegas on February 5th, 2022 and asked for my account to be blocked on February 19th, 2022, without specifying a deadline. On February 14th, 2023 I had the block lifted and gambled until April 25th, 2023, then I asked for a block again because the addiction had overtaken me! On February 13th, 2024 I asked again for my account to be deleted and on May 4th I was free again, now blocked again.

I would say that I had often made my mark with my addiction. I mentioned it every time I was blocked and the casino knew about it. Unfortunately the casino did nothing about it. A deposit block or deposit limit should have been put in place at the latest with the second block.

Ich startete am 05.02.2022 bei vulkanvegas und bat am 19.2.2022 um die Sperrung meines Accounts, ohne genannte Frist. Am 14.02.23 habe ich die Sperre aufheben lassen und gezockt bis 25.04.23 dan bat ich erneut um Sperre da die Sucht mich überholt hatte! 13.02.24 bat ich erneut um eine Löschung meines Accounts und am 04.05 war ich wieder frei ,nun erneut gesperrt.

Ich würde sagen das ich so oft ein Zeichen gesetzt hatte mit der Sucht habe das bei jeder Sperre erwähnt und es war dem casino bekannt, leider Unternahm das Casino nichts dagegen eine Einzahlsperre bzw. EINzahl Limit wäre spätestens bei der 2 Sperre erfolgen müssen.

Please forward me all the account closure requests you sent to the casino since February, along with the casino's replies and any other communication and evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

I have sent you all emails

Ich habe Ihnen alle Email zukommen lassen

Thank you for your emails. Could you please forward me also your email to the casino from April 2023, when you asked your account to be blocked again? Could you please specify why was the blockage lifted in February 2023? If you have any email from this date, please forward it to me as well.

Hello, I have already forwarded it!

Hallo die habe ich bereits weitergeleitet!

Thank you very much, Matkap07, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, I hope that at least some people here can read this problem and gain experience

Danke ich hoffe das wenigstens einige hier dieses Problem mitlesen und Erfahrungen sammeln können

Dear Matkap07,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Jozef

Please kindly specify which of the questions should the casino prepare the answer to?

Self-exclusion or 1000 EUR monthly limit?

Thank you!

Regards

I enjoyed playing on Vulkan Vegas and recommended it to everyone, but the casino let me down because of my gambling addiction. I was able to deposit 6000 euros in one day, even though I wrote about my gambling addiction several times. I was even offered a bonus to keep playing, EVEN THOUGH I WANTED TO BLOCK MYSELF! Can you explain to me why they would try to persuade a gambling addict with a bonus?

Ich habe gern auf vulkanvegas gespielt und das auch jedem empfohlen, jedoch hat mich das Casino mit meiner Spielsucht im Stichgelassen, habe an einem Tag 6000euro einzahlen können, obwohl ich mehrmals von meiner Spielsucht geschrieben habe. ES wurde mir sogar ein Angebot gemacht mit einem Bonus um weiter zu spielen,OBWOHL ICH MICH SPERREN WOLLTE! Können Sie mir das erklären wieso man einen Spielsüchtigen überreden will mit einem Bonus?

Dear Vulkan Vegas Casino team,

thank you for your reply. I would appreciate it if you could address both of the topics. I would like to know as many details as possible so I can understand both sides thoroughly.

Dear Matkap07, Josef

1) We've checked the responsible gambling limits history and were not able to find any history of deposit limit application. Player never set any limits at all.

2) Re the account re-activation, we've found the following e-mail prom the player:

Kind regards

Hello dear VulkanVegas team,

I have blocked and reactivated myself several times, and this has been mentioned several times! However, it is clear that a deposit limit is set to protect the player. This is the issue, but I also have an email from you confirming that you did not want to help me, but rather keep me!

Hallo liebes VulkanVegas Team,

Ich habe mich mehrmals gesperrt und reaktiviert, diese wurde auch mehrfach erwähnt! Jedoch ist es eindeutig das man ,als Schutz für den Spieler einen Einzahlungslimit setzt um dieses Thema geht es, jedoch habe ich auch eine Email von Ihnen, das bestätigt, das Sie mir nicht helfen wollten, sondern eher behalten!

Dear Matkap07

Please kindly specify the date of the e-mail above.

Regards

Dear VulkanVegas Team

What I am concerned about here is the fact that I allowed myself to be blocked several times. In this case you should have classified me as an addict and restricted my stake limit and let some time pass. Instead I was lied to with offers as posted above! I never received the 500 euros that I was supposed to receive, even though I accepted the offer! In my last e-mail I asked for goodwill and pointed out the stake limit of 1000 euros. I was then immediately blocked and communication was broken off, ice cold! As a large online casino platform you have not become rich as a result and would not have been poor even if you had shown goodwill. I have a lot more to say and prove, but I do not want to badmouth your platform here. If no solution is possible I will not give up, I insist on the stake limit.

Liebes VulkanVegas Team

Es geht mir hier um die Tatsache ,daß ich mehrfach mich sperren ließ, Sie hätten den Spieler in diesem Fall mich als süchtig einstufen müssen und meinen Einsatzlimit beschränken und etwas Zeit vergehen lassen, statt dessen wurde ich mit Angeboten wie oben bereits gepostet angelogt! Die 500euro die ich angeblich bekommen sollte , habe ich auch nie erhalten und obwohl ich das Angebot auch einging! In Meiner letzten E- Mail bat ich um Kulanz und hab nach dem Einsatzlimit von 1000euro aufmerksam gemacht, daraufhin wurde ich sofort gesperrt und die Kommunikation wurde abgebrochen, eiskalt! Sie als als Großes Online Casino Plattform sind dadurch nicht reich geworden und wären auch bei Kulanz nicht arm. Ich hätte da noch viel mehr zuschreiben mit beweisen, jedoch will ich ihre Plattform hier nicht schlecht reden, ist keine Lösung möglich gebe ich nicht auf, ich bestehe auf den Einsatzlimit.

Dear Matkap07

In order to investigate, we are kindly asking for the date of the e-mail.

Regards

I received the first offer on April 25, 2023, and the email also states that it is valid until April 26, 2023.

25.04.2023 habe ich das erste Angebot bekommen, steht auch in der Mail das dieser bis 26.04.2023 gültig ist.

I am extending the timer by 7 days to allow the casino team to investigate the information provided.

Dear VulkanVegas Team,

I would like to ask you again to review this case and give me an explanation. For me, it is a lot of money, for your casino it is not a lot, but it is your reputation. I am sure that you do not want to disappoint many customers because of such an amount!

Liebes VulkanVegas Team,

Ich möchte Sie erneut darum bitten diesen Fall zu überprüfen, und mir eine Erklärung abgeben, es geht für mich um viel Geld, für Ihr Casino ist das nicht viel, jedoch geht es um Ihren Ruf .Ich bin mor sicher das Sie wegen solch einem Betrag nicht viele Kunden enttäuschen wollen!

Dear all

We are kindly requesting a bit more time, since we are to investigate all the communication.

Regards

Dear Vulkan Vegas Casino team,

I am extending the timer by 7 days. Let me know if you need more time.

Dear all,

Please kindly find the responses to the above queries:

1) 1000 eur limit.

We have checked the gambling limits history (which is required by GDPR) and found no record of setting neither Deposit limit nor Wager limit, nor any other kind of responsible gambling features. Player never set any limits, that are available at any time. Since all the gambling activity is undertaken within the Curaçao jurisdiction - there is no threshold imposed by the regulator at the moment.

2) Account re-activation.

We had to go through all the correspondence dating back to 2022. And we were unable to find any mentioning of gambling addiction. Vice versa, the operators offered various gambling limits, including the self-exclusion. As mentioned above, the player never opted for any of the limitations, that the website offers.

Dear Josef,

In case we missed the e-mail player was mentioning the gambling issues, we are kindly asking you to send the proof of this e-mail.

Thank you in advance!

Kind regards

I have been locked out irrevocably several times, and there is no need to reinstate my account! Instead, they are offering me a bonus of 500 euros! And they want to discourage customers from doing this.

Ich habe mich mehrmals unwiderruflich aussperren lassen, eine Wiederaufnahme müsste erst nicht geschehen! Sie bieten mir statt dessen einen Bonus von 500euro an! Und wollen die Kunden davon abhalten.

Dear Jozef

Please kindly provide (if you can) the e-mail extract, where the player specifies directly, that the reason for blocking is gambling addiction.

Thank you in advance!

Kind regards

Dear Vulkan Vegas Casino team,

How about this one? The player clearly mentioned having control issues. Could you please explain how the communication progressed after this message?

Dear Matkap07

On behalf of Vulkanvegas, we extend our sincerest apologies for the oversight that occurred during 2022. We deeply regret any distress caused by your illness and wish you a swift and full recovery.

We have credited your account with 6615 EUR, the amount lost from the time you reported your gambling addiction. We kindly request that you withdraw these funds at your earliest convenience. If you require any further assistance regarding your condition, please do not hesitate to contact our support team.

Regards

Hello,

We'd like to confirm the player received all the money.

Kind regards

Dear Matkap07,

may I kindly ask you to confirm?

Dear Joseph,

I have received the money in full, thank you for your efforts and also thanks to the Casino Guru team.

Greetings

Lieber Jozef,

Ich habe das Geld komplett erhalten vielen Dank für deine Bemühungen und auch ein Dank an das Casino Guru Team.

Grüße

Dear Matkap07,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Matkap07, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef