The player from Germany would like to close his casino account. Player’s complaint has been resolved successfully.
Vulkan Vegas Casino - Player wishes to close his casino account.
Amount: ??
Vulkan Vegas Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Unfortunately, strangely enough, I can't deactivate my account.
I'm supposed to upload papers/documents to have my account blocked/deleted.
After repeated attempts to have the account closed and deleted, each time the option of a pause was pointed out and this was then also enforced, I only want my account to be deleted.
The support does not react at all and unfortunately nothing is possible in the chat either.
What else can I try?
I find it unreasonable to ask for documents when someone wants to delete their account.
LG
Automatic translation:
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1 year ago
Dear SinSin,
Thank you for contacting us. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Vulkan Vegas Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@vulkanvegas.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Hello,
I'll try again later via email and hope it works.
The reason has been given several times.
LG.
Automatic translation:
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1 year ago
Dear SinSin
We'd like to confirm the account has now a limited access (break time activated)
We are kindly asking you to upload at least one document that could prove your identity (ID card) in order to proceed with the permanent account closure.
Kind regards
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1 year ago
Translation
Hello,
The email has been created and sent.
I put you in the CC and hope for a quick clarification.
LG.
Automatic translation:
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1 year ago
Hello SinSin
We can see your request. As previously stated - your account now is inaccessible, you are not able to log in/make payments/play.
But we are kindly asking you to upload at least one document that could prove your identity (ID card) in order to proceed with the permanent account closure.
Regards
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1 year ago
Translation
Good day,
I have already done that.
The request is being processed was communicated to by e-mail.
The break was the only way to stop and close.
I just don't want it anymore.
Thanks for the support.
LG.
Edited
Automatic translation:
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1 year ago
Thank you very much, SinSin, that you included me in the copy of the email.
Dear Vulkan Vegas Casino,
I can see two screenshots of the player's ID attached to the email. Is that satisfactory or is anything else needed from the player, please?
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1 year ago
Hello,
Happy to inform, the account was successfully blocked this morning.
Regards
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, SinSin, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
