The player from Germany, who had a gambling addiction, exceeded the monthly deposit limit of €1000 in one day, despite having self-exclusion requests and protections supposedly in place. They believed the casino failed to enforce the deposit limit and adequately protect them according to the German license. The casino acknowledged the oversight and credited the player's account with €6615, the amount lost after reporting the gambling addiction. The player confirmed receiving the full amount, and the complaint was marked as resolved.
Vulkan Vegas Casino - Player exceeded deposit limit despite self-exclusion requests.
Amount: €7,000
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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6 months ago
Translation
I have mentioned my gambling addiction to the casino multiple times and have been blocked several times. So far, so good. However, with my last bet, I exceeded the monthly limit of €1000 in a single day. According to the German license, there should be a standard limit of max €1000 that I should not have been able to exceed, but nothing prevented me from doing so. LUGAS should have intervened! The fact that I have already asked to be blocked twice should have been a reason to set this limit to protect the player!
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6 months ago
Dear Matkap07,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Kindly be aware that Vulkan Vegas Casino operates under the Antillephone license and is therefore not subject to German laws. Moreover, we at Casino Guru don't deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
Could you please let me know the date when you requested self-exclusion due to gambling addiction and the duration of the self-exclusion period?
Also, have you made a €1000 deposit after the self-exclusion period ended?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Translation
I started at vulkanvegas on February 5th, 2022 and asked for my account to be blocked on February 19th, 2022, without specifying a deadline. On February 14th, 2023 I had the block lifted and gambled until April 25th, 2023, then I asked for a block again because the addiction had overtaken me! On February 13th, 2024 I asked again for my account to be deleted and on May 4th I was free again, now blocked again.
I would say that I had often made my mark with my addiction. I mentioned it every time I was blocked and the casino knew about it. Unfortunately the casino did nothing about it. A deposit block or deposit limit should have been put in place at the latest with the second block.
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6 months ago
Please forward me all the account closure requests you sent to the casino since February, along with the casino's replies and any other communication and evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.
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6 months ago
Thank you for your emails. Could you please forward me also your email to the casino from April 2023, when you asked your account to be blocked again? Could you please specify why was the blockage lifted in February 2023? If you have any email from this date, please forward it to me as well.
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6 months ago
Thank you very much, Matkap07, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 in the near future.
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6 months ago
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Thank you, I hope that at least some people here can read this problem and gain experience
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6 months ago
Dear Matkap07,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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5 months ago
Dear Jozef
Please kindly specify which of the questions should the casino prepare the answer to?
Self-exclusion or 1000 EUR monthly limit?
Thank you!
Regards
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5 months ago
Translation
I enjoyed playing on Vulkan Vegas and recommended it to everyone, but the casino let me down because of my gambling addiction. I was able to deposit 6000 euros in one day, even though I wrote about my gambling addiction several times. I was even offered a bonus to keep playing, EVEN THOUGH I WANTED TO BLOCK MYSELF! Can you explain to me why they would try to persuade a gambling addict with a bonus?
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5 months ago
Dear Vulkan Vegas Casino team,
thank you for your reply. I would appreciate it if you could address both of the topics. I would like to know as many details as possible so I can understand both sides thoroughly.
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5 months ago
Dear Matkap07, Josef
1) We've checked the responsible gambling limits history and were not able to find any history of deposit limit application. Player never set any limits at all.
2) Re the account re-activation, we've found the following e-mail prom the player:
Kind regards
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5 months ago
Translation
Hello dear VulkanVegas team,
I have blocked and reactivated myself several times, and this has been mentioned several times! However, it is clear that a deposit limit is set to protect the player. This is the issue, but I also have an email from you confirming that you did not want to help me, but rather keep me!
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5 months ago
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Dear VulkanVegas Team
What I am concerned about here is the fact that I allowed myself to be blocked several times. In this case you should have classified me as an addict and restricted my stake limit and let some time pass. Instead I was lied to with offers as posted above! I never received the 500 euros that I was supposed to receive, even though I accepted the offer! In my last e-mail I asked for goodwill and pointed out the stake limit of 1000 euros. I was then immediately blocked and communication was broken off, ice cold! As a large online casino platform you have not become rich as a result and would not have been poor even if you had shown goodwill. I have a lot more to say and prove, but I do not want to badmouth your platform here. If no solution is possible I will not give up, I insist on the stake limit.
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5 months ago
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I received the first offer on April 25, 2023, and the email also states that it is valid until April 26, 2023.
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5 months ago
I am extending the timer by 7 days to allow the casino team to investigate the information provided.
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5 months ago
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Dear VulkanVegas Team,
I would like to ask you again to review this case and give me an explanation. For me, it is a lot of money, for your casino it is not a lot, but it is your reputation. I am sure that you do not want to disappoint many customers because of such an amount!
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5 months ago
Dear all
We are kindly requesting a bit more time, since we are to investigate all the communication.
Regards
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5 months ago
Dear Vulkan Vegas Casino team,
I am extending the timer by 7 days. Let me know if you need more time.
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5 months ago
Dear all,
Please kindly find the responses to the above queries:
1) 1000 eur limit.
We have checked the gambling limits history (which is required by GDPR) and found no record of setting neither Deposit limit nor Wager limit, nor any other kind of responsible gambling features. Player never set any limits, that are available at any time. Since all the gambling activity is undertaken within the Curaçao jurisdiction - there is no threshold imposed by the regulator at the moment.
2) Account re-activation.
We had to go through all the correspondence dating back to 2022. And we were unable to find any mentioning of gambling addiction. Vice versa, the operators offered various gambling limits, including the self-exclusion. As mentioned above, the player never opted for any of the limitations, that the website offers.
Dear Josef,
In case we missed the e-mail player was mentioning the gambling issues, we are kindly asking you to send the proof of this e-mail.
Thank you in advance!
Kind regards
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5 months ago
Translation
I have been locked out irrevocably several times, and there is no need to reinstate my account! Instead, they are offering me a bonus of 500 euros! And they want to discourage customers from doing this.
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5 months ago
Dear Jozef
Please kindly provide (if you can) the e-mail extract, where the player specifies directly, that the reason for blocking is gambling addiction.
Thank you in advance!
Kind regards
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4 months ago
Dear Vulkan Vegas Casino team,
How about this one? The player clearly mentioned having control issues. Could you please explain how the communication progressed after this message?
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4 months ago
Dear Matkap07
On behalf of Vulkanvegas, we extend our sincerest apologies for the oversight that occurred during 2022. We deeply regret any distress caused by your illness and wish you a swift and full recovery.
We have credited your account with 6615 EUR, the amount lost from the time you reported your gambling addiction. We kindly request that you withdraw these funds at your earliest convenience. If you require any further assistance regarding your condition, please do not hesitate to contact our support team.
Regards
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4 months ago
Hello,
We'd like to confirm the player received all the money.
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4 months ago
Translation
Dear Joseph,
I have received the money in full, thank you for your efforts and also thanks to the Casino Guru team.
Greetings
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4 months ago
Dear Matkap07,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Matkap07, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards, Jozef
