The player from Germany has tried to self-exclude from the casino. Unfortunately, the enquiry was ignored. The issue was successfully resolved.
Vulkan Vegas Casino - Player’s request for a self-exclusion has been overlooked.
Amount: €4,645
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
Vulkan Vegas Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello,
On February 20th, 2021 I wrote to the support of Vulkan Vegas that they should close my account forever because of my gambling addiction and I was almost bankrupt as a result. Then I downloaded an app against gambling. The first few weeks everything was fine until I relapsed in mid-March. The app blocked the casino sites almost everywhere. Except for Vulkan Vegas and weirdly, my account was still open and not locked.
Well and suddenly I was right back in the middle of the addiction and in the meantime have gambled away 4650 € at Vulkan Vegas from my e-mail with the request to close because of gambling addiction until yesterday.
Then I went into the chat and described everything and yesterday the account was finally closed.
Just too late with the losses. (Dispo exceeded) then asked if I could at least get the lost money back that was lost in the time after the request to delete my account.
At first they didn't want to hear anything about it, at some point it was said somebody would contact me at some point during the day.
But I'm not sure whether it was passed on at all, so my request here.
Automatic translation:
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3 years ago
Dear Domehn85,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I can see from the forwarded email that you have sent the self-exclusion request to the correct email address. Could you please advise if there’s any other relevant communication that we could use when we contact the casino? If yes, please forward it along with your cashier history to petronela.k@casino.guru. If you haven’t saved your deposit history before your account got blocked, you could forward a bank statement with payments toward the Vulkan Vegas Casino which took place after the 20th of February, 2021.
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
Hello, I sent everything by email
Kind regards
Automatic translation:
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3 years ago
Thank you very much, Domehn85, for providing all the necessary information via email. 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.
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3 years ago
Hi Domehn85,
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.
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3 years ago
Dear Domehn85
I am very sorry to hear about your disease. I can confirm we did receive the e-mail of yours but unfortunately due to a large amount of mails it was impossible to react immediately.
I would personally suggest contacting live support for an urgent matter like this.
The requested amount has been credited to your account, after a withdrawal your account will be immediately blocked.
Kind regards
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3 years ago
Translation
Hello, and thank you for your understanding. Just requested the payout. MFG Dominik
Automatic translation:
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3 years ago
The requests have been approved and sent to your bank account.
Please let the CasinoGuru team know when the money arrive, so they could close the complaint.
Regards
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3 years ago
Translation
Can be closed Money arrived. Thank you Casino Guru and Vulkan Vegas Casino.
Automatic translation:
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3 years ago
Thank you both for your replies and thank you Vulkan Vegas team for solving the issue so quickly.
Dear Domehn85,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
