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

Hi,

My name is Sebastien and im having a problem with Vulkan Vegas.

i asked them several times to permanently close my account but they ignored all my requests.

i sent them at least 3 emails with all the info required to permanently close the account and my account is still active.

because of that i have a lost a lot of money that i would still have if they did what i asked for i dont even have enough money to eat right now.

It was pretty clear that i had gambling issues so i dont know how my account didnt get flagged or something like that.

so i am asking to get 8000$ back from all the deposit i made after the first time asking for account closure ( even with 8000 back im still on the - side )

i really tried to solve my issues by contacting them but since they are not anwsering back im turning to you to try to help me.

thank you

Dear Sebastien,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward the very first email that has been sent to the casino in August 2020? My email address is petronela.k@casino.guru.

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

Hi, good morning Petronela🙂

I just sent it to the email you gave me, but like i said in the Email, keep in mind that this is not what im refering to for the current Complaint as i sent them another email the next day to tell them to not close it

the one im refering to here are from September 10 2020, December 13 2020, May 24 2021, tell me if you want me to forwards those too.

On the casino page i remember there was an option to see the Chat history, i think they removed it, but i remember in one of the discussion i clearly stated i had a gambling addiction, maybe the casino can find thoses.

Hi petronela, yes exactly the 13 december 2020 was the first time i mention gambling addiction to them.

Could you please forward your casino cashier history? Thank you very much in advance.

I cant, my account has been blocked since opening this complaint

Thank you very much, Sebastien, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thank you very much Petronela, i wish you a good day

Hello Sebastien.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain to us what happened and why Sebastien's account wasn't closed after he mentioned gambling addiction.

Dear Sebastien,

First of all I'd like to apologize for the inconveniences caused on behalf of VulkanVegas.

I investigated the case scrupulously, and the reason your account remained opened is:

• That was an X-max eve period, when we were receiving tens of thousands of emails
• Our automated email system could not identify your messages as a request to block the account due to gambling problems, hence the subject of the email did not have any mentioning of "account closure" or anything similar to that
• You never ever mentioned gambling addiction within the online chat - which could have led to the immediate reaction on behalf of live support.

Besides, I can clearly see that you'd been using the self-exclusion 3 times (in September, January and April). Every time you set the limit to 42 days. So you knew that VulkanVegas follows all the responsible gambling features (including permanent self-exclusion). So why didn't you self-exclude yourself forever?

But in any case, we are taking the responsibility for our actions.

Starting from Dec 13 (the day of first mentioning of gambling addiction) you'd deposited 7165 CAD, withdrew - 1600 CAD, received 40 CAD bonuses, 248 CAD manual bonuses, 9 CAD on real balance via loyalty program exchange of points.

We've neglected all the bonuses and credited your account with 5565 CAD. Please kindly make a withdrawal request, the gambling limit has been applied.

Best regards

Well, First of all thank you for finally responding !!!

But i'll be honest here, you are still ignoring a lot of facts.

You said my email should have had in the Subject " account closure "

On september 10 2020 i sent an email with the subject being " Permanent Account Closure " and my account was still not closed so why on december 13 that would have been different ? ( you can see that email up here in this page )

Also concerning Self-Exclusion, you know your website does not offer more than 6 week of self-exclusion right ? reason why i wanted a permanent exclusion... ( cause i knew the seconds the account would get unlocked i would spend more, and its exactly what happened ) theses soft-locks are not enough for compulsive gamblers to be honest.

You are also saying i never mentioned " gambling addiction " to live chat, well i know for a fact i once said these EXACT word in the chat " What are you waiting for to close my account, that i kill myself ?" if that wasnt a sign of compulsive gambling then i dont know what it is.

I think 5565 is not a " Fair " compensation considering all the trouble this has caused in my life, i have played maybe 50-60 online casino and ALL of them closed the account immediately when asked, didnt even had to mention i was a compulsive gambler.

Before accepting that withdrawal i'd like to hear you back on all of this.

Thank you

Dear Player,

Let me remind you that besides the self-exclusion limit there is Deposit limit, Activity limit, loss limit, wager limit - all of them are on the permanent basis. Re the self-exclusion - yes, pardon, the player can set the max of 6 weeks on his own, but via contacting live support - forever. That's a bug, we'll fix that.

Once again, should you have mentioned within the online chat that you have a gambling addiction - your account would have gotten blocked immediately.

Our final and reasonable offer is 5565 CAD. This is not negotiable. Sorry.

If you find it unfair - we will be pleased to proceed it your way - in court with lawyers etc.

BTW what does "finally" mean here : "Well, First of all thank you for finally responding !!!"

The answer was provided first thing after CasinoGuru transferred the word to me.

Best regards

Hi, i just received the money, thank you that was quick !

However i'd really like to receive all my live-chat history please.

I Still think/believe that a considerable compensation from your side is needed here since i am not responsible for a " BUG " on your website that you just admitted earlier in your first response.

I even went CasinoGuru and Askgamblers and found 6 cases like mine where you (or another vulkanvegas representative) told them they could of Self-Excluded by going in their profile which is a LIE since you knew your website has a bug( a nice profitable bug for the casino ? ) i have Links and Screenshots if you want.

As far as i can tell that bug as been there since at LEAST August 21 2020 since if the option would have been there i would have opted for it since i did not like how your casino was being operated and even more now...

So yeah id like to have my chat history and also the contact information of the regulatory of this casino.

please keep in mind i am not doing this with any bad intention but i really feel i cant let this go, this is not how a casino should be operated, playing with people life/addiction is really serious in my opinion.

I played in a lot of casino, i remember on Betsafe i deposited over 100K, withdraw about 85k in the long run, I then asked my VIP Manager to close my account. they did close it right away and understood the situation, i would never make a complaint against them since i knew what i was doing and i knew i could loose and probably would lose that money. on your casino all my efforts to stop it have been ignored until today this is not acceptable.

Dear Player,

If you really wanted to close your account - you could have contacted live support and tell about the terrible disease you have. The reaction would have been immediate!

There is no technical option to send you the correspondence via live chat, but you should be having it on your e-mail. Please kindly check.

As I said, if you wanted to stop gambling - you could have set multiple limits, the permanent self-exclusion is done via live support. I am not sure why you refer to any kind of "compensation" since you've received the money that you deposited and gladly played with.

Thanks.

Dear CasinoGuru team, I am afraid this is the max I can do in this very case.

Kind regards,

Alexander

I asked live chat to close my account AT LEAST 12 times if not more, I was also really really rude/not polite at the end (frustration of being ignored and loosing even more money) I told them i would kill myself if they did not close it, and they NEVER DID. So i am sorry but you saying they can close it is a BIG LIE and you know it.

( if they really did there would not be at least 100 complaints about your casino ignoring Permanent account closure on the internet )

And i did not receive any live-chat history since my september 10 request, another bug i guess ?

So i would like you to please send me all my livechat conversation via Email, and we will be done here i promess.

Dear Casinoguru team, could we let this complaint open until i receive my livechat history please.

Thank you.

Dear player,

Perhaps you've gotten me wrong, what I intended to say - THERE IS NO OPTION ATM TO SET SELF-EXCLUSION FOREVER via profile. This is not a license requirement whatsoever, but we will do our best to implement it.

Again, there is no option to send the live-chat history, please check you e-mail, all the history should have been sent there (unless you refused).

Thank you!

Kind regards

Dear Sebastien and Alexander.

Problem gambling is a big topic, and there is no straight answer about what and how should problem gamblers be handled. Different jurisdictions have different rules. However, we believe in common sense.

Each player should be responsible for his own actions. The only exception is when admitted to gambling addiction. From that moment, it is a casino responsibility to ensure that this player will no longer lose any more money.

So, in this case, we are happy to see that Vulkan Vegas acting accordingly to our fair gambling codex and returned you the amount, which is the amount equal to the money you deposited - the money you withdrew. This we consider to be very fair, and they did it fastly what we appreciate.

Regarding your requests of closing the account. We understand that this is an unpleasant thing. But please understand that because of that you have no right to any more refunds. If the casino would close your account at that time as you requested, you could anytime reopen it. You could choose to not play in this casino. I understand that you are addicted, but you get the protection only by informing the casino about your addiction.

We believe that the compensation to Sebastien that the casino did is adequate.

The refund is indeed adequate, I am not questioning that. But I still think there should have been a compensation from their end on top of it too for the trouble and lack of action from their part.

The problem is he came here and just wrote a bunch of LIES, he's saying I did not mention live chat of my problem which is a HUGE lies and thats why he don't want me to have those live chat conversation.

He's also aware that you CANNOT self exclude yourself via the responsible gambling tab of the website, but he's been telling everyone that they could/should of self excluded there...another super wrong action from their part.

So far I Never re-opened a account I had closed previously so yes this would have changed everything in my case.

I was basicaly healed from my addiction to be honest, i did not play since new year, every account i had was closed, the only account i still had open ( because they did not close it ) was on vulkan vegas... the seconds the account unlocked after my 6 week exclusion they bombarded me of bonus/offer emails...

There are a lot of complaint here and on askgamblers about them ignoring account closure for a reason, they know they are wrong, but they continue to do it anyway. then they come here saying hey you could of done this or that .... what about you could of closed the account when the player asked for it !!! like i said i closed maybe 50 account and i never had to mention a gambling addition NEVER.

Well, thanks to Casinoguru team for helping me get in touch with them after almost a year without any response from their end.

You can close this complaint now, thanks again to Matej and Petronela this is really appreciated.

Hello Sebastien.

Thanks for your reply. I am closing the complaint as resolved.

PS: I completely understand that in your case, closing the account could help, but we need to stay objective and fair on both sides. However, support quality is something that we are reflecting in our rating, and we already reflected your experience and lowered the rating for this casino.