HomeComplaintsVulkan Vegas Casino - Player’s attempt to close her has been overlooked.

Vulkan Vegas Casino - Player’s attempt to close her has been overlooked.

Amount: €5,000

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 15 Jan 2021 | Case closed : 19 Jan 2021
Case closed Our verdict

Other

REJECTED

Case summary

3 years ago

The player from Austria has requested an account closure. Unfortunately, the enquiry was ignored. We’ve rejected this complaint as per the player’s explicit request.

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3 years ago
Translation

Dear Sir or Madam, I registered at Vulkan Vegas Casino on November 19, 2020, due to a loss of over 400 euros, I decided to have it blocked again on November 23, 2020 (by email, as it is absolutely impossible to use the chat due to the waiting time) received no answer, then I gambled away another 5,000 euros by January 13th, a few days ago I read on the Internet that several people had this problem. This week, on Tuesday and Wednesday, I asked again to close my account and to refund the deposits from November 23, 2020. However, this is still ignored. The account is also not yet blocked. I ask for help and an answer

With best regards

karin

Automatic translation:
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3 years ago

Dear Karin,

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 the reason 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

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3 years ago

Thank you very much, Karin, for providing all the necessary information via email. Could you please forward your cashier history too?

Edited by a Casino Guru admin
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3 years ago
Translation

Dear petronela, since I have found a very good lawyer, I will turn to him, but thank you very much for your trouble

best regards

karin

Automatic translation:
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3 years ago

Thank you, Karin, for your reply. Do I understand correctly that you wish to close this complaint?

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3 years ago
Translation

Yes, please close the complaint

Automatic translation:
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3 years ago

We’ve rejected this complaint as per the player’s explicit request. 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. We are here to help. 

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