Vulkan Vegas Casino - Player’s attempt to self-exclude herself has been overlooked.

Ich habe am 29.11.2020 per Mail an den Support einen Selbstausschluss aufgrund von Spielsucht beantragt. Den würde bisher nicht nachgegangen sodass ich am 02.12.2020 wieder 100€ einzahlen konnte, welche ich in Besten Fall gerne zurück hätte.

Heute habe ich erneut um sofortigen Selbstausschluss gebeten.leider kann ich auf der Seite keine Einstellung für Einzahlungslimits oder Kontosperre finden, ich finde überhaupt keinen Punkt zum Thema verntwortungsbewusstes Spielen. Ich möchte dort endlich gesperrt werden und nicht wieder Geld einzahlen. Ich bitte um Hilfe

Dear Aileen,

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 requests for the self-exclusion. 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

Thank you very much, Aileen, for forwarding the email. Could you please confirm and complete the following?

-         29th of November, email requesting a self-exclusion due to gambling problem sent to support@vulkanvegas.com

-         2nd of December, €125 deposited into your casino account.

-         Could you please advise when was the last email sent? I can’t see the date.

Looking forward to hearing from you.

Thank you very much, Aileen, for providing all the necessary information. 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.

Hello Aileen,

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.

Hello,

I have checked the logs, you have never set any limits within your profile (can provide a log to the casino-guru representative). Why didn't you opt for any of the 6 limitations that we offer on the site?

I have set the self-exclusion btw

Kind regards,

Alexander

Hi Alexander,

Actually, there was no problem with setting limits. The main issue here is that the player asked for a self-exclusion due to a gambling problem by email on the 29th of November and again on the 2nd of December but it didn't work out.

Oh I see... Looks like this was not specified within the subject of the e-mail thus the support operator did not catch it.

We have credited the player with 100 euros - the amount of the transactions that have been made after the request.

The player should request the withdrawal via bank transfer.

Kind regards

Thank you Alexander.

Dear Aileen, can you confirm you were credited the €100?

Das Geld wurde meinen Spielerkonto gutgeschrieben und ich habe die Auszahlung beantragt, jetzt muss nur noch der Selbstauschluss klappen, vielen Dank

OK Aileen, please let me know when you receive the money and if the self-exclusion worked. Thank you.

Das Geld wurde ausgezahlt und das Konto ist jetzt geschlossen, vielen Dank!!

Thanks for the update Aileen. 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 M