Vulkan Vegas Casino - general discussion (page 10)

I have already made an complaint. I attached a print with the withdrawal confirmation

So you already know that we allow casinos 14 full days to proceed with the KYC and the withdrawal.

I hope that the casino will be swift.

Yes, but this is not normal. Anyway, i have made an complaint, we'll wait 4 more days or how much do we need, and then we'll see

Can I message you privately on WhatsApp? I have similar issues to your complaints. I would like to see my rights as a customer.

Hello,

I wonder why you have not submitted any complaint yet. What has happened?

Looking through complaints on your website it seems like a waste of time. I prefer to go directly to the legal bodies.

You got problems on the same site?

Are you talking about the licensing authority? Well, why not, I hope they will help you.

May I know what exactly is wrong with our complaint section? Any suggestions, please?

The problem isn't on casino.guru, te main problem are the casinos that don't respect the players. Once i've badly reviewed an live support person and i've got a mail after two days with them asking me what was wrong, but the withdrawal problem already has at least 10 days and no answer

You basically do what the player can do themselves on live chat. Casino Guru cannot take any action on the casino. For the complaints raised such as excluded account refunds etc casino guru cannot do anything. The casino will never give in simply out of good will. They either comply or not comply. There is no in-between. Only legal consultants approving licences to these casinos can force the casino into a decision. All casino guru is an affiliate.

No I'm talking about legal consultants in which I have direct contact with.

Hi, if you want you can write me here but I don't know how I could help you. I honestly thought I no longer had an active account on casino guru as I had asked for it to be canceled given how they behaved with me. Out of 12 complaints mostly rejected or not resolved, I managed to resolve 8 independently even if in most cases it took some time.

Have you had much luck in getting refunded from Bellona NV? I am self excluded due to problem gambling but was able to set up accounts on 3 of their websites. I have message Emoore. Do you think I will successfully be refunded deposits?

I see you got refunded from Thrillsy for the same matter. Thrillsy are under Belona NV

Yes that complaint was an ordeal.

The Thrillsy casino under Bellona's criminal management has been ignoring my emailed refund requests for months. In the end, the chat was blocked.

At that point I tried to contact the Antillephone licensor several times for weeks to no avail. Eventually they replied in an embarrassing way that made me understand the collusion that exists between the licensor and the Curacao casinos.

At that point I was able to get help from Cindy Drommond via the email address complaints@emoore.com

Within ten days I got my refund. The casino initially tried to offer me less than I was entitled to but after pointing this out to Cindy Drommond they paid for everything.

If you had applied for permanent self-exclusion on all Bellona casinos like I did you will see that they will pay you. But you need help from Emoore, forget about Casino guru or Antillephone.

Exactly I will not be wasting my time on guru.

I ask for self exclusion and account closed indefinitely due to being a compulsive gambler on Thrillsy. Are they obliged to close on all sister sites? I didn't specifically ask to close on all sister websites but I exclusively said it was because I'm a compulsive gambler

Well, I can understand your point, but there is another part to consider.🙂 Tons of casinos wish their rating to get better and we always push them to reopen closed - unresolved cases, or explain that helping players is a great way to do that.

Just check this complaint: Amount: Ł1,496 🙂

I cannot give you a certain answer on this. Were you able to open other twin casino accounts or were the accounts already open at the time of the self-exclusion request? In both cases, however, the casino should take all necessary measures to prevent the player from losing more money and therefore make sure to close all the accounts of the other sister casinos and not allow the opening of new play accounts on the sister casinos.

On Italian casinos with Adm license, if you exclude yourself on a casino instantly and transversely you are self-excluded on all casinos with Adm license.

In the case of the Curacao casinos it should be the licensor who gives the guidelines but if you go to the Antillephone site there is none of this nor a section for submitting complaints. Only Curacao egaming has it. This is why almost all casinos have an Antillephone license, because they feel protected.

But the Emoore who answered you? When did you send the complaint to them?

I raised it 10 days ago. Investigation still ongoing by Emoore.

Did you specifically asked to be self excluded by all of their sister websites?

No I opened these accounts after self excluding on their sister casino.

I have found this curacao egaming term and condition:

Article 3 section 9 in relation to responsible gaming principles: 

9. Upon request of the End User, as well as if health issues of the End User deem such action necessary, the Operator must ensure that the End User shall for a limited or unlimited amount of time not be able to make use of any services offered on any of the Websites of the Operator

At the time I had asked the Betonic casino to be banned from all casinos operated by Bellona NV as it is a criminal company. But after a month they allowed me to open a new gaming account on Thrillsy.

Even if I had not specified that the self-exclusion had to apply to all Bellona casinos, they would still have had to not authorize the opening of a new gaming account on their casino. This is the practice that all casinos should follow.

So you would be entitled to a refund in my opinion.

This Vulkan Vegas casino is a lousy casino to play at!! I'm trying to withdraw the money I won, but they don't pay!!! They always say that there is a time for the analysts to do the necessary checks, I just don't understand that other casinos the payment process is very fast, about 1 hour after asking for the withdrawal!! I do not recommend playing on this site because you will win and will not receive!!

You see sometimes, I felt so....the casino guru, only have the right to increase or decrease a casino reputation on this website.

Sometimes the casino could tend not to reply to the guru's, and then the case will be closed as unresolved, sometimes deducting the casino's reputation with adding blackpoints to the casino which ofcourse some casinos doesn't care!

Contacting the authorities, sometimes gets the case complex and it's time consuming.

I contacted the authorities while ago(over a month), I could only get a single response from them, on thier response they tagged me to 2 other players together with the casino.