The player from Germany tried to self-exclude, but she didn’t mention the reason.
Vulkan Vegas Casino - Failed self-exclusion
Amount: €990
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
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3 years ago
Translation
Hello
On June 27th I emailed Vulkan Vegas to close and delete my account because I noticed that it was no longer under control to protect me. After a month they did not comply with my request. Now I want a refund and an immediate closure afterwards. I hope you can help me.
Thanks so much
Victoria
Automatic translation:
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3 years ago
Dear Vikitoria200,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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’s are addicted/with gambling problems).
From what I can see in the attached screenshots, you requested an account closure, and there is no mention of self-exclusion, nor gambling addiction, despite the fact the casino support asked you to provide a reason for closing your account. If the casino wasn’t informed about your problem, we, unfortunately, cannot proceed with this case as failed self-exclusion and you are not entitled to a refund.
If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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3 years ago
Translation
Here is the mail I sent you.
Hello
I have informed myself in the terms and conditions how an account should be closed and how the committee should work. Possibility to exclude yourself from responsible gaming, I could not even find this area, either I was blind or it is so hidden that you shouldn't find it, or the area does not exist at all. The second possibility via chat that did not work, you only came to the questions for self-declaration. 3 The possibility would be by email, I chose this, but it was not stated in the terms and conditions that you have to give a reason. So my request was to close my account. I didn't even look at my emails what Vulkan vegas replied to me. I thought it was taken seriously for player protection and acted accordingly. And not hoping the player thinks over everything again and continues to count in diligently and then suddenly after several deposits it is not closed but is blocked. Exactly what should have happened a month ago. And after the requested account closure and the history of my deposit and maybe 2 withdrawals, everyone would not have noticed normal gaming behavior.
I have tried everything and stuck to the terms and conditions, which should have been noted that it is mandatory to describe exactly why it should be closed and closing does not mean exclusion. But it looks like it's the same because my account has been blocked and not closed.
I hope I got it right now. There was not enough space on the platform for it.
Kind regards
Viktoria S ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Translation
I have now read the terms and conditions again, not that I have misunderstood anything. A termination is defined as a blocking in brackets. What you see in the first picture. And after deactivating the account, which was achieved by blocking, you choose self-exclusion according to the terms and conditions. Nowhere is it required to specify an exact gambling addiction, but by requesting the account deletion is blocked and you deactivate the account to exclude yourself. 
Automatic translation:
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3 years ago
I am sorry, but if you didn't mention self-exclusion and gambling addition, we cannot proceed with this case as failed self-exclusion. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your understanding.
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3 years ago
Translation
So although there was no possibility to choose self-exclusion on the site itself, although it is stated in the terms and conditions. And the live chat didn't work and everything in the business relationship is exactly as I did. Is it refused?
Well then, thank you very much for the time that was stolen. I wonder what is being done for player protection at all. And how inhuman it is deliberately to exclude the players and not even on such a platform you get support. 👌
Automatic translation:
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
