Vulkan Vegas Casino - Se ha pasado por alto el intento de Player de cerrarla.

Dear Sir or Madam, I registered at Vulkan Vegas Casino on November 19, 2020, due to a loss of over 400 euros, I decided to have it blocked again on November 23, 2020 (by email, as it is absolutely impossible to use the chat due to the waiting time) received no answer, then I gambled away another 5,000 euros by January 13th, a few days ago I read on the Internet that several people had this problem. This week, on Tuesday and Wednesday, I asked again to close my account and to refund the deposits from November 23, 2020. However, this is still ignored. The account is also not yet blocked. I ask for help and an answer

With best regards

karin

Sehr geehrte Damen und Herren, ich habe mich am 19.11.2020 im Vulkan Vegas Casino registriert, aufgrund Verlust von über 400 Euro entschied ich mich am 23.11.2020 wieder sperren zu lassen ( per Mail, da per Chat aufgrund der Wartezeit absolut unmöglich) ich erhielt keine Antwort, anschließend hab ich bis 13. Jänner weitere 5000 Euro verspielt, im Internet las ich vor ein paar Tagen, dass schon mehrere Personen dieses Problem hatten. Ich habe diese Woche am Dienstag und Mittwoch noch einmal um Schließung meines Kontos und um Rückerstattung der Einzahlungen ab 23.11.2020 ersucht. Dies wird jedoch weiterhin ignoriert. Das Konto ist ebenfalls noch nicht gesperrt ich ersuche um Hilfe und Bitte um Antwort

mit freundlichen Grüßen

karin

Dear Karin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and the reason why?

I have checked terms and conditions on the website, and this is what I found https://vulkanvegas.com/en/terms-and-conditions:

„PERSONAL LIMITS AND SELF-EXCLUSION

To assist you in gambling responsibly, we have limits on account activity that you can set by contacting Support at support@vulkanvegas.com.

Should you need to take a break from gambling, you may self-exclude yourself by contacting Support at support@vulkanvegas.com. Self-exclusion means that your account will remain closed. In order to re-activate your account, please contact Support again."

Is this the email address that you have sent your email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Karin, for providing all the necessary information via email. Could you please forward your cashier history too?

Dear petronela, since I have found a very good lawyer, I will turn to him, but thank you very much for your trouble

best regards

karin

Liebe petronela, da ich einen sehr guten Anwalt gefunden habe, werde ich mich an diesen wenden, trotzdem vielen Dank für Ihre Mühe

liebe Grüße

karin

Thank you, Karin, for your reply. Do I understand correctly that you wish to close this complaint?

Yes, please close the complaint

Ja bitte die Beschwerde schließen

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.