The player from Germany would like to obtain a full report of all deposits and withdrawals. We rejected the complaint because the player didn't respond to our messages and questions. We’ve reopened this complaint as per the player’s request.
Vulkan Vegas Casino - Player is requesting his transactions report.
Amount: €15,000
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
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
the operator of the Vulkan Vegas Casino also runs the Ice Casino. In total I had 4 accounts, only one is still open. I can therefore no longer see my deposits. Both casinos are not licensed to offer gambling here in Germany. I am entitled to a full refund. For all four accounts. I can no longer see my deposits due to the closure. My law firm and attorneys at CLLB require an overview of my total deposits. Please request the operator of the two casinos to provide me with a summary of the amounts paid to the company, not to the individual casino. In the overview, all deposits should be recognizable and the few disbursements.
Thanks.
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2 years ago
Dear thomas3588,
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. How long ago you have closed your account? From which period you’d like to receive your deposit report?
Moreover, I would like to inform you (as I did in your previous complaint) that most casinos save information like this only for a specific period of time (for example 3 months, one year, etc.) therefore, I am not sure we will be able to help you with this matter.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Dear thomas3588,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
Translation
We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.
Additional comments from the player:
"Hi,
the casino refers me in their emails to the overview in my accounts. However, these are blocked by the casino. I demand from Vulcan Vegas Casino, which also operates the Ice Casino, a binding statement of all my deposits/losses in the two casinos from my four accounts. This overview is requested by a litigation financier who wants to buy my claims. I am ready for a payment i. hv 85% of my total losses to refrain from assigning my claims. The total sum should be over 10,000 euros and the casino itself would therefore also have a profit of over 2000 euros."
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2 years ago
Thank you, thomas3588, for getting back to us. Could you please advise how long ago you closed your account? From which period you’d like to receive your deposit report?
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2 years ago
Translation
The accounts have been blocked by the casino. All four accounts! I would like a general overview of the company, which is based within the EU, since both Vulkan Vegas and Ice Casino belong to the same company. I need a summary of my total losses to the company in both casinos with two accounts each.
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2 years ago
Thank you very much, thomas3588, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, please bear in mind, that this is just to assist you and we do not promise a positive outcome since casinos are not obligated to store this kind of record for such a long period of time.
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2 years ago
Translation
Hello, I have not been registered with the casino for 2 years. The storage obligations within the European Union are at least 7 years for accounting, i.e. the payments from me. I therefore assume that the casino must and can very well comply with my request. You are therefore misinformed and you should definitely copy yourself in terms of the follow-up and retention periods, dear Casino Guru employees.
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2 years ago
Hello thomas3588.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Could you please provide thomas3588 with the requested game logs?
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2 years ago
Hello Matej, thomas3588
Since the requested info relates to GDPR, the ex-player needs to address the request to privacy@vulkanvegas.com (According to https://vulkanvegas.com/en/privacy-policy)
Kind regards
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2 years ago
Translation
I consider Vulkan Vegas' argument to be a stalling tactic. I have written repeatedly. Then please forward my messages internally. I have also repeatedly written to the email address mentioned. I need a summary of all my losses to the Vulkan and Ice Casino company. I have made that clear on a number of occasions. My email address is also known there
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2 years ago
Dear thomas3588
We've been informed by the GDPR officer that the requested data was sent to you on 27.09.2022
Please do let us know if you've received the e-mail.
Kind regards
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2 years ago
Translation
You directed me to log in to you. This is not possible because you have blocked all my four accounts!!!!!! I want an overview of all my deposits in all four accounts
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2 years ago
Dear thomas3588
1) Can you please confirm you received the e-mail on 27.09.2022 ?
2) Can you please kindly provide a screenshot of where the GDPR officer requested you to get authorised?
Thank you for cooperation!
Kind regards
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2 years ago
Translation
I received the email on September 27th. However, this only applies to one account. I have had a total of four accounts with you. I therefore ask for a list of all my payments to Vulkan and Ice Casino. With details of my losses
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2 years ago
Dear thomas3588
We are happy to provide the details, simply address your request to privacy@vulkanvegas.com
Thank you!
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2 years ago
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just send me a general overview to the e-mail address you know.
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2 years ago
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no problem. I need an overview of all payments and losses to Vulkan and Ice Casino
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2 years ago
Dear thomas3588
Since it's a GDPR-related request, we are kindly asking you to address the inquiry to privacy@vulkanvegas.com by sending an e-mail from the address you were registered at the project.
Thank you!
Kind regards
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2 years ago
Dear thomas3588.
Could you please one more time send the request to privacy@vulkanvegas.com and please put my email into Cc? (matej@casino.guru)
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2 years ago
I can confirm that thomas3588 sent the required email to privacy@vulkanvegas.com.
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2 years ago
Hello,
We can confirm that the e-mail was received, again.
The person responsible is preparing an answer.
Kind regards
