The player from Germany had attempted to suspend his account multiple times with VulkanVegas Casino due to concerns over his own gambling habits. Despite having provided detailed reasons and having reached out to the casino multiple times via email, his requests were ignored. He had then asked for a compensation of 6000€ for the time lost. The Complaints Team had asked for evidence of his self-exclusion request mentioning his gambling addiction. The player had insisted that he had sent an email specifying his addiction, but the casino had denied receiving any such communication. The Complaints Team had then asked for a video recording of the disputed email, but the player did not respond. Consequently, we were forced to reject the case due to insufficient evidence and lack of response from the player.
Vulkan Vegas Casino - Player's request to suspend account has been ignored.
Amount: €6,000
Vulkan Vegas Casino
Safety Index:Very highPlayer stopped responding
REJECTED
Case summary
Urgent Complaint and Account Suspension Issue
Dear VulkanVegas Casino Team,
I write today to express my deep concern and dissatisfaction with my experience with your casino. I have attempted numerous times to have my account suspended, and despite my detailed explanations and email communications, my request has so far been ignored.
On [19.06.23], I sent an email to [support@vulkanvegas.com] to request my account be suspended. In this email, I detailed my reasons for this decision and asked that the account be suspended immediately to prevent further access to any gambling activities.
Unfortunately, I have yet to receive any confirmation that my request has been processed and my account remains active. I find this disregard for my request extremely worrying and it raises serious questions about your casino's security and self-exclusion procedures. I request a compensation of 6000€ for the time lost.
I strongly urge you to address my issue without delay and suspend my account as per my request. Additionally, I seek an official confirmation of the account suspension and an explanation for the previous delay and lack of communication.
If my complaint continues to be ignored, I retain the right to take further steps to protect my rights and resolve my issue appropriately. From a reputable casino like VulkanVegas, I expect player security and wellbeing to be of the highest priority.
I look forward to a prompt resolution to this matter and thank you in advance for your attention to it.
Kind regards,
Lars F
Hello larsf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Hello, it was about self-exclusion because I am addicted to gambling. No value was attached to this and now after about 5 months I was blocked after another support request and even an email request.
Hello larsf,
Is there any evidence of your self-exclusion request last year where you specifically mentioned gambling addiction? If yes, please forward it to nikolas.b@casino.guru. If there isn't any, we will be unfortunately unable to help as without any evidence we can't move forward in resolving the matter.
Regards,
Nick
- I am having financial problems due to my gambling addiction and may be accumulating debt.
- I neglect my work, school, family and social obligations to have more time for gambling.
- I have difficulty controlling the urge to gamble, even when I am aware of the negative effects.
- When I try to stop gaming, I experience withdrawal symptoms such as irritability, restlessness, and difficulty sleeping.
- I lie and hide my gambling activities from others to justify or cover up my behavior.
- Even if I experience negative consequences such as financial losses, relationship problems or legal difficulties, I continue to play.
- I have become withdrawn, irritable and showing a change in my behavior and personality.
-I can prove all of this! I also sent you an email in which it was clear that I wanted to delete my account due to my gambling addiction.
Hello larsf,
Please note that your self-exclusion request does not contain any mention of gambling addiction so the casino was not obligate to exclude you based on that request. Please be sure to send them a proper request where you mention gambling addiction.
Please let us know once you send it to the casino and when your account get closed.
It is clearly stated in the email that I wanted to close my account because of my gambling addiction. Please also check something when you ask me to do things.
Hello larsf,
My post was related to the first screenshot you uploaded. Based on the e-mail you have sent since, I will be forwarding your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear larsf,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
Hello all
We can confirm that the account was immediately closed at 26.01.2024 08:44:04 (UTC) as soon as the player specified the reason - gambling addiction.
We have also checked the e-mail that the player is talking about, dating back to 19.06.23.
We were unable to find any mentioning of gambling addiction. Please refer to the below:
Regards
There is a second email that was directed to Nick!
LG
Dear larsf
Did you send this e-mail to Vulkanvegas as well?
Can you please state the exact date and time of sending?
Any chance you could attach it in here?
Thank you in advance!
Regards
Now,
That is where things get interesting.
@Nick, @Josef have you received the sample of the e-mail (above)?
What date is specified?
The reason we ask this, is because we were able to find this e-mail. And as stated in our first e-mail, we reacted almost immediately and closed the account. There were deposits made by the player/nor money lose.
Please refer to the below:
Identifying gambling addicted players and further actions have always been one of the top priorities of VulkanVegas.
Kind regards
Of course this is your priority😂😂😂 maybe addictive!
Dear Vulkan Vegas Casino,
we received the player the same screenshot as the player provided in the thread (same date, 13/07/2023).
Dear larsf,
May I kindly ask you to provide us with a video recording of opening your email, the sent folder, and then this disputed email? You can forward it to my email address, jozef.k@casino.guru.
