Vulkan Vegas Casino - Withdrawal issues and mishandling of self-exclusion request by the player.

So i asked vulkan vegas to close my account due to addiciton.

i had over 3000 euro in a withdrawal but since the money never gets deducted and they take far to long as promised "48 hours to process a withdrawal" which is clealrly not true even though when getting email confermation on "your withdrawal is accepted" the money remained in the account, even though they say in T&C once accepted the money will be deducted. And then after a few more days they come back with follow up questions. Still waited more but nothing happend. In the end i lost it all and asked them to close my account for this reason because of addiction.

they never did ended up with me depositing another 135 euro and lost it, i have asked them they reason for this and they responded with the email that was sent to me "in the last part of that email which i didnt even se it says" please can you clarify if you have a gambling addiction.

why do i need to clarify i have explicitly told them to close it due to addiction?!

Also i have played live blackjack with their own table which they still have not responded to where the dealer pulls multiple Cards before showing them "not dealing 1 player at the time" which i have never seen before and i felt cheated out of my money there because it was so messy and fast dealing that you could not keep up with.

Game number:

#23:21:35

#23:24:20

#23:25:06

ref: SD-3800445

to be honest i would like my 3000 euro!

for them breaking T&C.

and to add on this note: i asked verdecasino to close all accounts with the same license way before this.

Hello Denzoor,

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

Do I understand it correctly that you have requested self-exclusion after losing the money? Is your account currently still open?

Please keep in mind that withdrawals may take up to 14 days so if you canceled it and lost it, the casino is not responsible for any loss if you did not mention gambling addiction prior to it.

Looking forward to your answer.

Regards,

Nick

exactly what I understood, lost the money from my first deposit then.

and in connection with that what I decided to close my account with the information that I was addicted. After that, my account was still open even though they answered it and it's the 135 euros I'm disputing now.

then I would like to know what happened with the investigation regarding my blackjack hands (live blackjack)

Sincerely,

Dennis

Dear Denzoor

We are very sorry about your gambling addiction.

Could you possibly specify the exact date when you reported the disease to support, and when the account was blocked?

Thank you!

28-29th of febuary, remained opened by the 1 march even though you responded to it.

Dear Denzoor

Do you happen to have a screenshot? Was that an e-mail or online chat?

Regards

email response on the KYC to the support.

Account Closure VulkanVegas / 19390883

And to add on that note email sent to verdecasino was sent on 26th of may.

"I would like to close my account on all your casinos (under the same license) 

To be specific i dont want to be able to open an account with you on any license due to gambling addiction."

Dear Denzoor

We had to investigate all the mailing.

Yes, we confirm that received the e-mail about your addiction, the reason operator failed to apply the limits is that the topic of the e-mail was "VulkanVegas Support Team", and the mentioning of "addiction" was at the very end of the message.

We do treat the gambling addiction quite serious, and admit our fail.

The requested amount was credited onto your account, limits were applied. We kindly ask you to withdraw the funds.

Sorry for inconveniences.

Kind regards

Ok Thanks, i’ve made the withdrawal request now.

also can you look at those hands of blackjack?

Hello Denzoor

The withdrawal was approved.

Re the live blackjack issue, please kindly report to support. They will contact the game provider to investigate.

Regards

Hello Denzoor,

Please let us know once the money arrives from the casino.

I have received the money, thanks for the help. Now I guess I'll take the blackjack case with the casino.

Hello Denzoor,

We will be marking the complaint as resolved as we are mostly focused on a single case, which was resolved. Also as your account is now closed, and we have no insight into your game play, it would be impossible to go further with the blackjack case without any actual evidence - in case you will gather same, free feel to submit a new complaint but without any proof, it would be rejected anyway.

Best regards,

Nick