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

Hallo,

folgendes: Ich WAR Aktiv im Casino Vulkan Vegas, habe sehr viel Geld verloren und im Livechat mit einer Serviceberaterin Kontakt aufgenommen, dass die mein Konto wegen der Spielsucht sperren sollen, darauf wurde nicht reagiert.

es wurde mir nur gesagt ich soll mein Glück mit anderen Spielen versuchen… Es ging nach hinten los, habe nach der Anfrage um die +/-4000€ Wieder eingezahlt weil meine Sucht mich besiegt hat… Alles verloren, Versuche seitdem mein Leben in den Griff zu kriegen weil ich so verzweifelt bin… Heute habe ich im Chat angefragt ob man das Geld zurpck kriegen könnte, ohne eine richtige Antwort zu kriegen wurde dann mein Konto gesperrt… Bitte helfen Sie mir, wie kann es sein dass VulkanVegas seine Kunden obwohl die eine Sucht haben, sagen dass die es mit anderen Spielen versuchen sollten ?

ich hoffe auf Ihre Hilfe

Additional comments from the player:

"Hello Kristina & Co.

I'm active at VulkanVegas, I often asked in the chat that they block my account because of the gambling addiction, I was often told that I should play other games so that I would be more lucky ... But it didn't go as I had hoped, my gambling addiction helped me deposit AT LEAST $ 3,000-5,000 in 3-4 days and lost all of the money. I came across someone on the internet who had the same problem as me, whom you helped.

Please please please help me, I don't think it's right to recommend other games to a gambling addict although I have said several times that I am a gambling addict ... I also asked in the chat that they should block my account, which they didn't do. Because of gambling addiction, I have a lot of debts and don't want to ruin my life.

Please, I beg you, please help me, maybe you can repay something to my account that would be very helpful, I hope for some help

best regards"

Dear Yavo,

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 or you communicated via live chat only?

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

Leider habe ich keine Screenshots o.ä. von dem Chat.

Gestern habe ich Kontakt per Email mit Vulkan Vegas aufgenommen und die haben gesagt, dass man es unter den AGB‘s angekreuzt hätte.

Per Email habe ich Ihnen eine Bestätigung von VulkanVegas geschickt, da steht dass auf die Anfrage nicht reagiert wurde.

Thank you very much, Yavo, for the forwarded email. Could you please request a transcript of your live chat communication from the 4th of June?

Sie haben anscheinend so eine Option nicht. Das wurde schon angefragt siehe Screenshot.

I do apologize, I see it now. One last thing please before we'll contact the casino, could you forward your cashier history?

Leider nicht möglich, da ich nach der Beschwerde gesperrt wurde.

Ich schicke Ihnen dennoch von meiner Online Bank die Kontoauszüge per Mail.

Could you please advise when the conversation from your very first reply took place?

04.06. am Vormittag

Dear Yavo,

Sorry, I'm still not sure about the timeline of the events. Could you please confirm the following? Thank you in advance.

• the very first request to self-exclude yourself due to a gambling addiction has been presented to the casino via live chat on the 4th of June (no transcript is available)
• your account remained accessible till the 8th of June
• do you still have access to your account?

Ja genau so war es.

Nein, nachdem ich mich bei VulkanVegas eine Beschwerde eingelegt habe, wurde ich direkt gesperrt.

Thank you very much, Yavo, 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.

Vielen Dank, ja hoffentlich

Dear Yavo,

I looked at your case and emails 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 and possibly provide the transcript of the aforementioned chat from the 4th of June.

Viel Dank, hoffe wir kommen zu einer gemeinsamen Lösung mit Vulkan Vegas.

Dear Yavo,

I will be assisting you on behalf of VulkanVegas re the current situation.

Would you kindly specify (once again) and possibly provide a proof of when exactly you'd mentioned "gambling addiction" to the support engineer ?

Thank you very much and apologies for being repeated if so.

Best regards,

Alexander

Am 04.06.2021 am Vormittag, Anfrage auf Selbstausschuss wurde ignoriert obwohl ich meinte dass ich sehr viel Geld verloren habe wegen der Sucht.

Hello,

I've checked the correspondence, attaching it here:

"User07:43:25

Selbstausschuss

Support 07:43:34

Hallo!

User07:43:41

Hallo

Support 07:43:41

Warum haben Sie solche Entscheidung getroffen?

User07:43:51

Sehr viel geld verloren

Support 07:45:11

Alles hängt von dem Glück ab. Wir haben viele Spieler, die gewinnen und erfolgreich auszahlen.

Support 07:45:15

Versuchen Sie verschiedene Spiele zu nutzen. Wir haben fast 3 Tausend Spiele auf der Seite. Jeder kann etwas Interessantes für sich selbst finden.

User 07:45:46

Kann man vom cashback profitieren ?

Support 07:46:24

Cashback können Sie, wie auch andere Spieler nur um 00:00 nach GMT jeden Montag bekommen, wenn er Ihnen zugänglich ist."

Upon scrutinizing the above I was unable to identify the gambling addiction issue signs, as well as the operator couldn't. Players win and lose money all the time, that's why it's called "gambling". The player further asks about the cashback funtionality and again, this does not point to any gambling addiction.

On the other hand on 2021-06-07 player clearly mentions "gambling addiction" and the reaction of the casino is immidiate.

Dear Peter, I am curious to hear you point of view on this situation.

Kind regards,

Alexander

Ja damit wird doch gemwint sein, dass man Spielsucht hat, letzendlich sind sie der Aufforderung nicht nachgekommen..

Dear Yavo,

Looking at the conversation with the casino, I have to admit that you didn't really mention any gambling problem, you just stated that you lost a lot of money. Had you informed the casino that the reason for the self-exclusion was a gambling problem and, despite that, they wouldn't close your account, we would, of course, request the deposits back. However, this is not the case. I'm afraid we can't help you with this one. If you do have a gambling problem and want to self-exclude yourself from a casino, I recommend you express your request as clearly as possible in the future. If you still wish to take this matter further, I recommend you contact the eCogra ADR (https://ecogra.org/contact) and submit a complaint to them. I wish I could be of more help.

Best regards,

Peter