The player has been trying to close his account due to a gambling problem. The player received lost money and his account was closed, therefore we marked this complaint as resolved.
Vulkan Vegas Casino - Player’s attempts to close his account have been overlooked.
Amount: €3,600
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
Hello ,
I applied to this casino on 05.05.21 and 13.06.21 self-exclusion due to gambling addiction danger, unfortunately my account was not blocked and my addiction persecuted me and I lost another 3600eur, what can I do? I brought myself to the subsistence level shouldn't they have to respond to the request? Please for your help to reimburse the amount and to close the account immediately, thank you mfg David
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3 years ago
Dear David,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account still hasn’t been closed and the casino has never responded to your requests?
If there is any relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello ,
Yes, my account is still active and, as I said, I lost 3600 € again and my financial situation was badly damaged.
In response to the mail came something with data protection ...... unfortunately I no longer have the mail, but as described, I went to the support garment, unfortunately without success only money wake up, but nothing that has to do with self-exclusion.
Many Thanks
Kind regards
David
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3 years ago
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Dear David,
Sorry to hear about your troubles.
May I please kindly ask you several questions?
On May 05 you wrote the following:
"Hello please for immediate self-exclusion, risk of gambling addiction. Thank you"
The support operator answered the following:
"We're sorry you made such a decision to delete your account.
You can set personal restrictions on our website. To do this, click on 'Edit' in your profile and then click on 'Responsible Gaming'. There you can set various limits for yourself. "
Why didn't you set the limit as instructed by the support?
In any case, this does not exempt us of our obligation to provide measures for self-exclusion. The amount of 3600 euros has been credited onto your account. The gambling limit was applied. Please kindly make a withdrawal request.
kind regards
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3 years ago
Dear David
Please confirm the money was successfully received.
Thank you in advance
Kind regards
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3 years ago
Translation
Hello ,
I have received all of the money and thank you for it. The case can be closed. Casino Vulkan Vegas responded in an exemplary manner to the case. Thanks mfg
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3 years ago
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Thanks also to Casino Guru thumbs up.
Kind regards
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3 years ago
Awesome news! Thank you both, David and Vulkan Vegas Casino, for your cooperation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
