The player's self-exclusion was ignored as he was able to open a new account. The comaplaint was rejected as the player stopped responding.
Vulkan Stavka Casino - The player's self-exclusion was ignored.
Amount: €1,800
Vulkan Stavka Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I deleted my account due to gambling addiction and opened a new one. This shouldn't actually be possible and now I wanted to know if I can get my deposits back
Automatic translation:
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2 years ago
Hello Geks,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Vulkan Stavka Casino.
Please allow me to ask you a few more question before we would move forward.
When exactly did you request for self-exclusion? Was it successful and did the casino close your account? Did you mention your gambling addiction when you requested for the exclusion? Did you use the same registration details as before?
Please forward us your first request to the casino and their asnwer if they did. Also any additional screenshots or documents you have regarding the case to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Translation
The self-committee was due to gambling addiction and applied for in November last year. The new account was opened with the same data except for my new home address, but ID documents were entered showing that it is one and the same person
Automatic translation:
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2 years ago
Hello Geks,
Could you please forward the e-mail in which you requested the self-exclusion to nikolas.b@casino.guru? It would further help us resolving the complaint.
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2 years ago
Translation
I communicated the self-exclusion via live chat
Automatic translation:
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2 years ago
Hello Geks,
Do you have by any chance a transcript of that conversation? Didn't the casino send you some kind of confirmation? Are you able to login into your old account?
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2 years ago
Translation
No but I asked in live chat why I can no longer log into this account and they confirmed to me that it was blocked due to gambling addiction
Automatic translation:
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2 years ago
Dear Geks,
If they blocked your account, they did everything right regarding safe gambling. Did they refund your deposits? Please note that it can happen that the casino did not notice that you have registered a second account right away. All they can do is to close your account immediately and refund your deposit.
