Vulkan Vegas Casino - Player seeks refund due to gambling restrictions.

Hello,

I have gambling restrictions in my country, Bulgaria. The site vulcanvegas.com allowed me to play, and I lost a tremendous amount of money. This site did not check whether I have gambling restrictions. At the beginning of the site, a window appears where you simply indicate that you have no restrictions, and you can enter without any problem.

My claim is to have all deposits I made returned to me.

I have a lot of debts because of this site, and if they don't return my money, I might do something drastic.

Please review my complaint and ensure that all deposits I made are returned. If they don’t return my money, I will consult a lawyer.

Thank you in advance

Hello Kalinkanev,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever request for self-exclusion in Vulkan Vegas or mentioned gambling addiction to them? When was the last time you spoke to the casino and what was it about?

Please note that it is the player's responsibility where do their register and casinos do not block players based on their country regulation. They restrict or allow players based on their license and it is up to the player to know it's country regulations.

Looking forward to your answer.

Regards,

Nick

I have limitations up close. 2 years

the site let me play didn't check me if a

I have a gambling problem. After he took a lot of money from me, I told them that I have restrictions and he blocked me immediately. This blocking happened today 08/04/2024

I want to return all the lost deposits that I made and they took my money illegally

Hello Kalinkanev,

Did you request for self-exclusion from the casino directly?

If not, you are not entitled for any kind of refund.

After I wrote to them that I was addicted, they immediately blocked my account. I then wrote to them asking for a refund of my deposits and they put me in touch with you to lodge a complaint

Dear Kalinkanev

We are very sorry about your gambling addiction.

But just as you mentioned, the moment the casino got to know about the addiction - the account was blocked immediately.

On the other note, we do not understand how you've come up with the 10k of losses, since according to our records, you lost ~109 EUR. But considering the amount of bonuses that the casino has given to you - you are even winning the casino by couple of thousand eur.

Regards

I have lost BGN 10,000 in a period of time not from one deposit. The casino did not give me bonuses, I played with real money.

Please understand that I want all deposits I have made since the beginning of my registration to be refunded, given that I have gambling restrictions.

please help me return the money that they cheated and took from me

Dear Kalinkanev

Can you kindly name the casino you played at?

Since at Vulkanvegas you received at least 8 bonuses, and the difference between the lifetime deposits and withdrawals is approximately 109 EUR.

Thank you for cooperation!

Regards

Hello Kalinkanev,

It is absolutely not possible to refund any deposits prior to your self-exclusion request. As they blocked your account immediately, they did everything correctly and there is nothing else to be done.

Is there anything else we could assist you with?

Dear Kalinkanev,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.