The player from Germany has been trying to close their account due to a gambling problem. The player didn't specify the reason for closing the account and the casino later closed it. However, the player stopped responding, therefore we were forced to close the complaint.
Vulkan Vegas Casino - Player’s attempts to close their account have been overlooked.
Amount: €600
Vulkan Vegas Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I sent an email on January 31, 2022 with all the important information that I want to block the account because I play too much. This was ignored, so I gambled away more and more even though I did everything, I contacted the chat and there was no response via email
I want my money back and want my account to be blocked!!!! i need your help
Automatic translation:
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2 years ago
Dear domenico94,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino's General T&Cs and I found this:
"31 PERSONAL LIMITS AND SELF-EXCLUSION
31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.
31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money."
Would you be so kind and forward your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.
Also, could you please clarify how much money you managed to lose after sending this request? Do I understand correctly based on the disputed amount that it is €600?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
I can't tell you exactly how many euros because I've withdrawn and deposited again and again, it's more than €600, but it would take a long time for me to see that my account was balanced
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2 years ago
Translation
That was exactly the first time I tried it more often and lost all my money, although I have realized since December 31, 2021 that I can no longer make it financially and I have tried again and again to open the chat as well as by calling and there was no response
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2 years ago
Thank you for confirmation, domenico94. I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problems).
Unfortunately, from what I can see you only asked for simple account closure. Could you please confirm that you no longer have access to your account?
