The player's self exclusion was ignored and was offered a bonus. The complaint was rejected as the player had multiple opportunities to close or self-exclude his account.
Vulkan Vegas Casino - The player's self exclusion was ignored.
Amount: €10,000
Vulkan Vegas Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
Translation
Good day!
About 2 months ago I wrote to the casino I want to delete my account because I play too much - I'm addicted to games.
This was not taken seriously, I was offered a bonus that I accepted in the 'intoxication' and so everything took its course. I have now spent around 10,000-15,000 € and financially I'm through.
What can you do in this case? Since I was concerned that someone from my family could read the mails and that I would 'bare' myself in this way, I deleted all of the mails.
I just found out it was the address luzie@vulkanvegas.com
I am desperate!
Automatic translation:
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3 years ago
Hello stuartcowling,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. I would like to ask you a few more question before we would move forward.
Could you please specify if you asked for account closure or self-exclusion? Did you mention to the casino that you have gambling addiction? Do you have any current communication with the casino?
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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3 years ago
Translation
Hello!
I had pointed out self-exclusion and thereby closure because I had spent too much and it was probably an addiction.
I no longer have the mail traffic, but you can certainly inquire about and view my profile on beivulkanvegas.com.
As I was ashamed and afraid that someone from my family could read the communication, I deleted everything ...
I've lost a total of 15-20k in money since then and I'm close to suicide ...
Thank you for your efforts!
Edited
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3 years ago
Hello stuartcowling,
I am very sorry to hear about the gambling addiction issue.
But I've checked all the correspondence, and it sure looks like you've NEVER mentioned anything about the gambling addiction or self-exclusion.
The relevant correspondence may be provided upon Casino Guru request. But I can assure, that at VulkanVegas we treat gambling addiction very seriously, and once the player informs us - we take immediate actions.
Kind regards,
Alexander
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3 years ago
Dear Vulkan Vegas,
Please send through the communication with the player to nikolas.b@casino.guru. Looking forward to your answer.
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3 years ago
Dear stuartcowling,
We have received the e-mail communication between you and the casino and we could not see there any mentioning of self exclusion or gambling addiction.
Please let me explain the difference between closing an account and self-exclusion:
Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If the 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’s are addicted/with gambling problem)
In the case of self-exclusion, if the casino failed, a player may ask for a refund.
Unfortunately, in this case it was just account closure. Is there anything else we could assist you with?
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3 years ago
Translation
Hi there,
Well I haven't seen what was made available to you.
If I write to the casino but my account should be closed - for whatever reason - you simply have to comply with this without asking. With my gaming behavior and statements that I spend too much money, as a provider you can think that something is wrong if money continues to be blown away. Even if 30k profit is lost, the casino has a responsibility to slow down the player with a cooling phase or similar
That has clearly not happened here - the player is still fixed.
There is no button for self-exclusion at vulkanvegas.com - that alone should be reason enough to offer compensation as the player is deprived of the opportunity to take himself out of the game in time.
Even a short-term self-exclusion is not possible because only the support can do this and simply reacts to such inquiries with an extreme delay.
That I spent too much can be seen as my mistake. The behavior of the casino does not comply with any rules according to German law. Players from Germany are often excluded, they don't want to adhere to the laws here.
I don't agree that Vulkanvegas gets away with it so cheaply and is portrayed as completely innocent.
Automatic translation:
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3 years ago
Dear stuartcowling
Please kindly refer to the screenshot below re all sorts of various limitations:
You could set any limit on your own or by contacting support.
Kind regards
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3 years ago
Translation
I never played desktop, only mobile - you can see my account
Automatic translation:
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3 years ago
Hello stuartcowling,
It's available within your profile settings: https://vulkanvegas.com/de#!/player/profile-my-limits
In addition, the T&Cs clearly state:
31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.
Hope this clarifies.
Best regards
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3 years ago
Dear stuartcowling,
Could you find the limitation section in your account?
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3 years ago
Dear Nick,
I am afraid the player is not able to find it, since he is self-excluded due to gambling addiction.
Kind regards
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3 years ago
Translation
The account is locked.
When I played Chrome Mobile Version on my mobile phone, there were no options at all to exclude myself from the game.
As I have read in various forums, I am not the first to complain about this.
Automatic translation:
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3 years ago
Dear stuartcowling
I can assure you, the limits were there for at least 3-4 years now.
If you uncounted troubles setting them up, have you spoken to live support for them to assist?
Obviously it is even stated within the General Terms & Conditions.
Kind regards
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3 years ago
Dear stuartcowling,
Based on the casino's posts, it seems like you had the chance to self-exclude or close your account if you wanted to. Unfortunately, we can't consider it as the casino's fault if the player doesn't check every possible ways to close his account specially if he had the chance to. We will be now forced to reject the complaint.
I'm really sorry that we could not help you more but there isn't anything we are able to do with this specific case.
Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you.
Regards,
Nick
