The player from Germany had self-excluded due to gambling problems but was able to open two more accounts, resulting in a loss of 3,500 Euros. Despite using the same contact and bank information, the casino allegedly didn't intervene. We had asked the player to provide evidence of their self-exclusion request but received no response. Despite extending the response period, the player failed to reply, leading to the rejection of the complaint. However, the player retained the option to reopen this complaint at any time in the future.
Vulkan Vegas Casino - Player's self-exclusion has been ignored.
Amount: €500
Vulkan Vegas Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
Hello, I will now explain to you how brazenly this online casino rips off its customers and how they don't give a damn about responsible gaming:
I have my old account in the name of g*** av@gmx.de I was able to self-exclude due to gaming problems, everything went so well so far. According to the terms and conditions 31.2, it shouldn't be possible to open another account on the platform. This was it and so I was able to open a second account without any problems and gamble away 3500 euros. The complaint at the time was rejected because I had Çavus in the name instead of Cavus even though the same person was uploaded. Now comes the funny thing: I was able to open a third account after Vulkan Vegas now had data from two accounts of a problematic player, you could easily open a third account with identical data and the same IBAN as the deposit method. When asked, they say we are not spies. Funny, I can try the same processes on Tipico or Admiral or other reputable online casinos where I have had myself blocked, so it is by no means possible to open a new account. This paragraph in the terms and conditions about responsible gaming is hot air and nothing more Vulkan Vegas defines player protection as accepting deposits from blocked accounts and nothing more. Now comes the funniest thing after I had my account blocked on Monday and pointed out to support that I had to I opened another account on my own initiative, my account was closed and 3 days after the account was blocked and 2 days after that, Vulkan Vegas charged 170 euros when I was no longer able to log in!!!! Deducted from my IBAN and is not prepared to pay back the deposits that were settled after the account was closed because they think I have a double account, which, funnily enough, is an account that is opened with the same data with the same provider. There must either be a language barrier or They are completely ripping off their customers. Vulkan Vegas pays back money that is collected after self-commitment, so the money doesn't end up in the player's account but directly from my bank to their bank without it ever being used.
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear gokcav9777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
Translation
No I announced that I was able to open two more accounts despite having closed two accounts myself. As a result, my account was closed on Monday and two and three days ago money was debited after the account was closed
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1 year ago
Dear gokcav9777
Sorry about the gambling addiction.
Please withdraw the remaining balance. Afterwards, the account will be permanently blocked.
Regards
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12 months ago
Thank you, very much, Vulkan Vegas Casino Team, for your assistance.
Dear gokcav9777,
Please let me know when you withdraw your funds. Thank you.
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12 months ago
Translation
What about the terms and conditions? It is stipulated in paragraph 31.1 that players cannot open another account after self-commitment, which was obviously not the case here. Other providers protect gambling addicts and promote responsible gaming
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12 months ago
Translation
So now it's getting ridiculous
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11 months ago
Hi gokcav9777,
- Could you please forward any supporting evidence that you previously requested self-exclusion from this casino due to a gambling problem?
- Have you used the same credentials to open your subsequent accounts?
Thank you.
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11 months ago
Translation
Yes, nothing has been paid out to date and yes, apart from my registration address, I used the same login information and uploaded the same ID and used the same payment applications
Automatic translation:
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11 months ago
Hi gokcav9777,
- Could you please forward any supporting evidence that you previously requested self-exclusion from this casino due to a gambling problem? My email address is petronela.k@casino.guru.
Thank you.
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11 months ago
Dear gokcav9777,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
