HomeComplaintsVulkan Vegas Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Vulkan Vegas Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Amount: €8,000

Vulkan Vegas Casino
Safety Index:Very high
Submitted: 21 Apr 2021 | Case closed : 03 May 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany has requested a self-exclusion. Unfortunately, the enquiry was ignored. We rejected the complaint because the player didn't respond to our messages and questions.

Public
Public
3 years ago
Translation

Hello dear team

I let myself be banned, a difficult step and self-protection as a problem player

The ban was not applied and I gambled away money again that I now want again in the sense of the player protection that was not complied with

Thank you VG Petra

Automatic translation:
Public
Public
3 years ago

Dear maximilian1510,

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 a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended 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

Dear maximilian1510,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 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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