Vulkan Vegas Casino - El jugador desea cerrar su cuenta de casino.

It seems as if the casino would hardly deal with player protection at my request to close the account, I was only constantly made aware of new documents without kyc procedure no account closure. Finally, I was asked to upload a photo with my credit card, which I had already canceled. I cannot close my account without this canceled credit card.

That's called player protection

Es scheint als würde sich das Casino mit Spielerschutz kaum auseinander setzten auf Wunsch von mir das Konto zu schließen wurde ich nur ständig auf neue Dokumente aufmerksam gemacht ohne kyc verfahren keine Konto Schließung. Zum Schluss würde ich drum gebeten das ich ein Foto mit meiner Kreditkarte hochladen diese wurde bereits von mir gekündigt. Ohne diese gekündigte Kreditkarte kann ich mein Konto nicht schließen.

Sowas nennt man Spielerschutz

Dear Filler81,

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 (here):

"30. RESPONSIBLE GAMING

...

30.2. If you think that you start spending more money than you can afford, or in case gaming starts interfering with your normal daily routines, we strongly advise considering several measures that can help, such as setting Personal Limits on your gaming activities, opting for Self-Exclusion or contacting one of the organizations detailed below."

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 at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Thank you, yes, but only if the kyc procedure is complete, I was told that in the live chat and since, as described above, I no longer have my old credit card and it is no longer active, I cannot close my account.

Danke, ja da geht allerdings nur sofern das kyc Verfahren abgeschlossen ist , das wurde mir im Live Chat gesagt und da ich wie oben beschrieben meine alte Kreditkarte nicht mehr habe und auch nicht mehr aktiv ist könne ich mein Account nicht schließen.

Dear Filler81

Can you please provide your account ID, since we are unable to identify your account via the e-mail provided within the complaint.

Kind regards

Dear Vulkan Vegas Casino team,

Were you able to identify the player's account, please?

Hello Petronela,

Sure, and the account is now permanently closed.

Kind regards

Thank you very much and best regards

Wunderbar vielen Dank und beste Grüße

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Filler81, 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