The player from Austria has tried to close his account on several occasions. Unfortunately, the enquiries were ignored. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player’s attempts to close his account have been overlooked.
Amount: €50
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
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3 years ago
Translation
I have already written several times to this casino that my account should be closed permanently! They don't do it and they don't even react in the live chat !!!
Automatic translation:
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward emails or screenshots showing that you have sent requests for your account’s 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 clearly stated 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 the email address mentioned above, that one, you have sent your emails 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
Translation
Yes, I have sent all inquiries to this email address !!! Also the limits are not set for deposits !!! Unfortunately a very bad casino that you set to "Good Reputation" !!!
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3 years ago
Hello Michael,
Sorry you faced the issues at our website.
But as you may imagine there is a standard flow for every support/operator.
Whenever they receive a request to close the account - first of all they need to ask for a reason for that, especially when there are no signs of gambling addiction. Afterwards they determine whether a player needs help/compensation/other...
There are certain rules and procedures, such as KYC, AML etc.
I am happy to inform you that your account has been closed, based on the request that we received yesterday at 23:25 (please refer to the attachment)
Kind regards,
Alexander
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3 years ago
Translation
Thank you very much, the casino has a lot of problems as I read at Casino Guru !!!
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