The player from Germany would like to close her casino account. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player wishes to close her casino account.
Amount: ??
Vulkan Vegas Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
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3 years ago
Translation
The support just doesn't answer. Lt. According to the terms and conditions, you should contact support to cancel your account. I have now done this 3 times and there was no reaction. I also got stuck with the live chat, as the employee only spoke English and finally sent me documents by email to verify me for a payout. There is no money in my account. I would like that my request will finally be met and my account and my personal data will be deleted!
Automatic translation:
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3 years ago
Dear Nicole,
Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:
„PERSONAL LIMITS AND SELF-EXCLUSION
To assist you in gambling responsibly, we have limits on account activity that you can set by contacting Support at support@vulkanvegas.com.
Should you need to take a break from gambling, you may self-exclude yourself by contacting Support at support@vulkanvegas.com. Self-exclusion means that your account will remain closed. In order to re-activate your account, please contact Support again."
I would recommend sending an email including all the relevant information to the email address above. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why.
Please, let me know if you need any assistance and keep me updated.
Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
many thanks for the answer. However, I have already sent mails to support@vulkanvegas.com + complains@vulkanvegas.com. There is no reaction from the support. There is no answer and the account is not deleted. That is exactly my problem. As described, I got no further via their live chat.
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3 years ago
Translation
Hello Petronela,
moved a little. I received an answer via the complains email. Had to set various documents for verification in the account and report to the chat again. I have done. There I was told the documents would now be checked. I have to wait for an email now.
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3 years ago
Thank you very much, Nicole, for the update. I will be waiting for more good news patiently.
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3 years ago
Translation
Hello Petronela,
good news my case is resolved. I got another reply from the quality department. My account is finally blocked! I can leave as a tip not to contact the support mail but the quality department. This reacts. My case has been resolved.
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Nicole, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
