Vulkan.bet Casino - The player struggles to close his account.

For months and months i asked the chat to close my account. They did not close my account, you can access the conversations. They asked by me to mail the support, and to actually provide the reasons of closure, or they cant close my account. This procedure is the least weird and demands time just to close the account. But as a gambler i continue to play. Yesterday i deposited more than 250 euro and i had a bonus on blood shadow (no limit). Out of a sudden, and im about to win some money back, i cannot access my account. Probably is closed. So, all these months they keep my account active, and the only time i am about to win they close the account without any former notice or warning. By the way i never cashout money, only deposits (over 800 to 1k). So, once i asked for closure they should not accept my deposits. But they can close the account only when i win? If i cant win all my risks where pointless. I demand all my deposits back.

Hello Steliosgian,

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 advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Είχα κάνει αιτημα στο chat για αυτοαποκλεισμό πάρα πολλές φορές και επί μήνες. Δυστυχως επειδή δεν εχω πρόσβαση στην ιστοσελίδα δεν μπορώ να σας στείλω τους ατελείωστους διαλόγους όπου ζητούσα τον μόνιμο αυτοαποκλεισμό μου. Αυτος είναι ουσιαστικά ο μόνος τρόπος να ζητήσει κάποιος αυτοαποκλεισμό, καθώς η σελίδα δεν έχει σχεδόν καθόλου εργαλεία υπεύθυνου στιχηματισμού. Αντί αυτού μου πρόσφεραν μπόνους, και συνεπώς ο λογαριασμός παρέμενε λειτουργικός. Μόνο στην περίπτωση οπου έλαβα ένα πιθανώς κερδοφόρο μπόνους και χωρίς προειδοποίηση ο λογαριασμός μου απενεργοποιήθηκε και δεν μπορώ να εισέλθω και να λάβω τα κέρδη μου. Άρα ο λογαριασμός μου παρένεμε ενεργός καθόλη τη διάρκεια που έκανα καταθέσεις, και αποφάσισαν να προσωρήσουν σε κλείσιμο του λογαριασμού τη στιγμή που πήγα να κερδίσω χρήματα. Άρα θεωρώ ότι όλες μου οι καταθέσεις από τη στιγμή που ζητησα πρωτη φορά να αποκλειστω είναι άκυρες, καθώς το καζίνο είχε τη δυνατότητα να εφαρμόσει τον αποκλεισμό σε περίπτωση κέρδους και να κρατήσει τα κέρδη μου. Άρα δεν ε΄ιχα ουσιαστικά τη δυνατότητα κέρδους.

Μπορείτε να ζητήσετε όλες τις συνομιλίες μου από το καζίνο για να επιβεβαιώσετε τα λεγόμενά μου

So? I mean, you can just ask for the chat history. If they deny to publish the chat history, then lets make that to be known. I repeatedly asked for self-exclusion and chat denied. Just that is enough i think to prove my point.

Hello Steliosgian,

As explained above, account closure and self-exclusion are 2 different things and unless you have gambling addiction or gambling issues and you mentioned it to the casino, they were not obligate to close your account.

Unfortunately, if you do not have any kind of evidence from you, we can't even contact the casino as they could claim basically anything and they are also not obligate to provide any information if we have nothing to argue with.

Is there anything else we can assist you with? If not, and there is not enough relevant evidence, we will be forced to close the complaint.

I just said that i asked for self exclusion more than once. The casino page does not have any type of responsible gambling, so the only way to ask is the chat. Casino obviously refuses to give you the chat history. So, how exactly im i suppose to prove it, if the casino does not give you the conversations? You promote this casino, i got defrauded and you did nothing but tell me that casino does not give you the evidence? Well, what can i say, close the case

Hello Steliosgian,

The casino is not promoted and far from perfect reputation (please check the review first). Unfortunately it would make no point to request the conversation from the casino as they could basically send me anything and I would not be able to argue with that as we do not have any proof from you. You can also try to contact the licensing authorities of the casino as they should have access to all casino data.

We will be now forced to close the complaint due insufficient evidence from the player.