The player from Germany had repeatedly requested to close his casino account, but the casino had refused to do so. The Complaints Team had explained the difference between account closure and self-exclusion, seeking additional information from the player to assist with the case. However, the player had declined to provide the requested details, leading to the conclusion that the Complaints Team could not proceed with the complaint. Consequently, the complaint was closed due to lack of cooperation from the player.
VulkanSpiele Casino - Player's account closure request is denied.
Amount: ??
VulkanSpiele Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
VulkanSpiele Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
The casino refuses to close my account despite repeated requests.
Automatic translation:
Public
Public
2 weeks ago
Dear Matthias1107,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
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 a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Public
Public
2 weeks ago
Translation
I don't care what you call it
I want the account to be closed
Automatic translation:
Public
Public
1 week ago
Thank you for your reply, Matthias1107. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
Public
Public
1 week ago
Translation
I have asked several times in the chat to block or close the account
Furthermore, this operator violates legal provisions
You cannot exclude yourself like on other online platforms
The case is
Automatic translation:
Public
Public
1 week ago
Translation
And no, I will certainly not give a reason because it is nobody's business
Automatic translation:
Public
Public
1 week ago
Please understand we only request information when it’s truly necessary for us to proceed with a case. I wouldn’t ask if it weren’t essential to help move things forward. I completely understand that you may have your reasons for not sharing it, but without your cooperation, we’re unfortunately unable to assist further.
As a result, we’ll have to close this complaint. We would have liked to help resolve this for you, but the circumstances simply don’t allow us to continue.
Thank you for your understanding, and please don’t hesitate to reach out if you run into any issues with this or any other casino in the future. We’ll always do our best to support you.
