Vulkan.bet Casino - Player’s attempts to close his account have been overlooked.

Das Casino weigert sich mich wegen Spielsucht zu sperren. Extrem unprofessional. Sollte sich das nicht ändern, werde ich mich an die deutsche Glücksspiel Behörde wenden um ihr Casino für deutsche Spieler unzugänglich zu machen.

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s Responsible Gambling section and I found this:

"All of our Responsible Gambling tools can be accessed from the dedicated Responsible Gaming page within My Account. This is accessible by clicking on the menu button in the top left hand corner of the screen once you login. Alternatively, you can also inform our support team of your wish to set a limit by contacting them on support@vulkanbet.com"

Could you please clarify which way to self-exclude the account did you choose?

Would you be so kind as to forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

Hallo

Ich befürchte es handelt sich um ein Missverständnis…

das ist nicht das Vulkan bet casino das ich meine … gibt es den Namen 2x ???

Thank you for your reply, CasinoDino. Could you please post here a link to the correct casino?

Yes it is this one.

https://vulkan.bet/de/casino?click_id=cgx193756014235103&ref=vp_w18761c111159l10866gdep1282_&affdata%5Bsubdata%5D=9df7cf8c05a770be0efd33c57f0cc406&affdata%5Bclick_id%5D=cgx193756014235103&affdata%5Bgeo%5D=de&affdata%5Brotator%5D=111159&affdata%5Blanding%5D=10866&affdata%5Bsrc%5D=Y2FzaW5vZ3VydS1kZS5jb20%3D

thank you for your help

Thanks, I have changed the casino, hopefully, it is the correct one this time.

I checked the Responsible Gambling section and I found this:

"Contact Us to impose the limits on your gambling

Please contact Us in case if you cannot stop by yourself and/or if you have found out any symptoms of the compulsive or problem gambling. You can ask Us to do the following:

To exclude your account from gambling for a specific time period

To impose the limit on the funds that you can use on the Website;

To close your account permanently.

If you have blocked or restricted your Website account, please, contact other gambling providers in order to impose similar limits on your gambling activity."

Could you please forward me your request for account closure to kristina.s@casino.guru? Thank you in advance.

Genau, das ist das Casino.

Mail habe ich geschickt.

Ich habe auch per Live Chat erfahren, dass sie mich nicht blocken wollen.

ich erwarte vom Casino meine sofortige Sperrung und fände es fair, wenn ich meine danach getätigten Einzahlungen zurück erhalten würde. Es ist extrem verantwortungslos für ein Casino, den Rückzug wegen Spielsucht nicht nach zu gehen und in Deutschland sogar illegal.

Danke für die Hilfe

Thanks for the email, CasinoDino. Could you please clarify if you made any deposits after this request? Do I understand correctly that your account still hasn't been blocked?

Konto ist immernoch nicht gesperrt!!! Ja ich habe danach noch Einzahlungen gemacht 2x 50€…

One last thing before we move forward - could you please forward me (or post here) the cashier history or deposit receipts of deposits made after this request? Thank you very much.

Thank you very much CasinoDino for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Dear CasinoDino,

I’m very sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Vulkan.bet Casino team to join this thread and to participate in the resolution of this complaint.

Danke, ich hoffe auch auf eine zeitnahe Lösung und auf die Schließung meines Kontos.

Könnten Sie bitte den Screenshot von meinen Transaktionen auf privat stellen? Finde nicht, dass dies auf öffentlich sein muss. Danke

Bitte meinen Screenshot auf privat stellen!

Dear CasinoDino,

I apologize for the delayed reply. I marked your comment including the screenshot as ‘Private’.

Unfortunately, we haven’t received any response from the casino team. We will now try to contact the casino via other means.

We would like to ask Vulkan.bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Nachdem das Casino sich weigert, an der Diskussion teilzunehmen oder mir meine 100€ zu erstatten, müssen wir den Fall wohl schließen.

Ich hoffe allerdings sehr, dass Casino Guru dafür den Service auf rot stellt.

ich höre überall nur schlechtes von diesem Casino. Ich hatte einen ähnlichen Fall schonmal, kaum wurde deshalb die Bewertung runtergestuft, hatte sich damals das Casino doch dazu entschieden mir mein Geld zu erstatten wenn ich den Fall als gelöst markiere …

scheint manchmal nur mit Druck zu funktionieren.

liebe Grüße und danke für die Hilfe!!!

Ich meine welches Casino weigert sich Spieler wegen Spielsucht nicht zu sperren? Das ist das verantwortungsloseste was ich je gehört habe …

PS: ich kann mich immer noch einloggen und immer noch einzahlen. Wenn Sie mir ihre Mail geben, kann ich ihnen gerne einen Beweis zukommen lassen Andrej

Dear CasinoDino,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I recommend reading our articles on the topic of problem gambling. I believe you might find some of the information valuable.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority (Curacao Antillephone).

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello all,

We've checked the records.

Indeed, the player notified us about the problem on 2022-03-01 20:48:35 via e-mail.

The player did not get the confirmation from the casino, that the limits were applied whatsoever, made several deposits 10 hours after the e-mail was sent to support.

It is simply impossible to react to the e-mail request so quickly, especially when the Subject of the e-mail does not state "Gambling addiction" etc.

The amount of 100 euros was credited onto player's account. Gambling/deposit limit was applied.

The player will be able to withdraw the money after verification.

Kind regards

Thank you, Vulkan.bet Casino team, for the update. Additionally, could you please specify the type of limit that was applied to CasinoDino’s gaming account?

Dear CasinoDino,

Could you please comment? Kindly let us know if we can consider the issue to be resolved or if there’s a way we can be of any further help.

Hi,

thank you for your answer.

how can I withdraw the money? At the moment my account is blocked for deposits or withdraws. As soon as the money reaches my bank account I see this case as closed. Thank you very much!

Thank you, CasinoDino, for the reply.

Dear Vulkan.bet Casino team,

Could you please advise on the best route for CasinoDino to speed up the process? Thank you in advance.

CasinoDino, in the meantime, I recommend writing an e-mail, explaining your query, to the casino’s customer support (support@vulkan.bet) from the e-mail address that’s associated with your gaming account. You will likely be asked to provide documents to verify your identity and payment details before your withdrawal is processed.

Dear CasinoDino

Please kindly upload your documents into the Verification section of the profile and make a withdrawal request.

Thank you!

Kind regards

Hallo,

ich habe Ihnen die Dokumente hochgeladen.

Viele Grüße

Franz

Hello, CasinoDino

Can you please make a withdrawal request?

Thank you in advance!

Kind regards

ich habe soeben eine Anfrage gestellt. Vg F***

Hey, CasinoDino

According to our records, the withdrawal was successful. And now your account is permanently blocked.

Best regards

ja das Geld ist bereits auf meinem Konto eingegangen.

Danke!!!

Der Vorgang kann von meiner Seite aus als gelöst markiert werden. Danke an casino guru!

Thank you, Vulkan.bet Casino team, for your cooperation.

And thank you, CasinoDino, for using the Casino Guru resolution center. We’re glad that the situation was resolved to your satisfaction.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

I hope you never come across a similar problem in the future, but in case you do, please do not hesitate to contact us. We are here to help.

Best regards,

Andrej, Casino.guru