The player from Germany has requested an account closure. Unfortunately, the inquiry was ignored. The issue was successfully resolved and the player's account closed.
Vulkan Vegas Casino - Player’s attempt to close her account has been overlooked.
Amount: ??
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I asked support to close my account. The support does not react to my mail! What else can I do?
Automatic translation:
Public
Public
3 years ago
Dear Dorothee,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?
I have checked terms and conditions on the website, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:
„PERSONAL LIMITS AND SELF-EXCLUSION
To assist you in gambling responsibly, we have limits on account activity that you can set by contacting Support at support@vulkanvegas.com.
Should you need to take a break from gambling, you may self-exclude yourself by contacting Support at support@vulkanvegas.com. Self-exclusion means that your account will remain closed. In order to re-activate your account, please contact Support again."
Is this the email address that you have sent your email to?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Good day,
I asked the casino operator in three emails that my player account be permanently blocked, that was my own wish! I did not find a way to block this in my account. I don't have to give reasons for wanting to permanently close my account, do I? The chat advisor from Vulkanvegas didn't point this out to me either! I implemented the procedure specified by him. However, the support does not respond.
Since yesterday January 10th, 2021, I have been receiving annoying WhatsApp messages, which I cannot switch off, as well as phone calls from a hotline in France. I get WhatsApp messages from different cell phone numbers. How can this happen? I want my data to be deleted and to prevent something like this from happening! I don't want to be a customer in this casino anymore!
By the way, my registration at Vulkan Vegas was based on the good reviews on the Casino Guru page ....
With best regards
Dorothee ***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why? Thank you, Dorothee, in advance.
Public
Public
3 years ago
Translation
Hello Mrs. Accounts,
I forwarded an email to you this morning.
With best regards
Dorothee
Edited
Automatic translation:
Public
Public
3 years ago
Thank you, Dorothee, for the forwarded email.
For future references, I would always suggest contacting the casino by email, stating all the important information. Sending an email is the best way to request account closure or self-exclusion as you follow the terms and conditions, and, most importantly, you have a proof of such action.
Do I understand correctly that the first email has been sent on the 8th of January 2021?
Public
Public
3 years ago
Translation
Good morning Mrs Accounts,
No, there were 4 mails, the first two were informal. There was no response to them, or I did not receive any feedback that they contained formal errors.
Course:
my first mail 2.12.20
second mail December 8th, 2020
third mail 3.1.21
fourth mail 8.1.21
many Greetings
Dorothee
Automatic translation:
Public
Public
3 years ago
Translation
Hello Mrs. Accounts,
have now forwarded it to you.
greetings
Dorothee
Automatic translation:
Public
Public
3 years ago
Thank you very much, Dorothee, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Translation
Good morning Mrs Accounts,
Thank you for your support!
many Greetings
Dorothee
Automatic translation:
Public
Public
3 years ago
Hi Dorothee,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Dear Dorothee
Here, at VulkanVegas it's all about the player and customer satisfaction.
Should we notice the signs of gambling addiction - sure, the account gets closed in seconds.
But in this case we did not see any indication of it, thus our support may be of some help... Maybe you had bad experience, your deposit got lost etc... And btw you can always close your account in the profile.
I hereby confirm, your account is closed permanently. We will miss you.
Kind regards,
Alexander
Public
Public
3 years ago
Translation
Good day,
Thank you for the feedback Alexander, and no, I didn't see where I can close the account, otherwise I wouldn't have contacted Vulkan Vegas several times by email.
Many thanks to the Casino Guru team for their great support!
With best regards
Dorothee
Edited
Automatic translation:
Public
Public
3 years ago
Hi Alexander,
Thanks for your reply and help.
Dear Dorothee,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
