Vulkan Vegas Casino - Se han pasado por alto los intentos del jugador de cerrar su cuenta.

I have already written several times to this casino that my account should be closed permanently! They don't do it and they don't even react in the live chat !!!

Ich schreibe an dieses Casino schon mehrmals das es mein Konto Dauerhaft schliessen sollen!!! Sie machen es nicht und regaieren auch nicht im Live Chat!!!

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward emails or screenshots showing that you have sent requests for your account’s 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 clearly stated 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 the email address mentioned above, that one, you have sent your emails 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

Yes, I have sent all inquiries to this email address !!! Also the limits are not set for deposits !!! Unfortunately a very bad casino that you set to "Good Reputation" !!!

Ja, ich habe alle Anfragen an diese EMail Adresse gesendet!!! Auch werden die Limit nicht festgelegt für Einzahlungen!!! Leider ein sehr schlechtes Casino, das Sie auf "Gute Reputation" gestellt haben!!!

Hello Michael,

Sorry you faced the issues at our website.

But as you may imagine there is a standard flow for every support/operator.

Whenever they receive a request to close the account - first of all they need to ask for a reason for that, especially when there are no signs of gambling addiction. Afterwards they determine whether a player needs help/compensation/other...

There are certain rules and procedures, such as KYC, AML etc.

I am happy to inform you that your account has been closed, based on the request that we received yesterday at 23:25 (please refer to the attachment)

Kind regards,

Alexander

Thank you very much, the casino has a lot of problems as I read at Casino Guru !!!

Vielen Dank, das Casino hat aber sehr viele Probleme wie ich Lesen konnte bei Casino Guru!!!

Thank you very much, Alexander, for your quick response. We really appreciate your assistance.

Michael, is there anything else we could help you with, or this case can be closed? 

Thank you, but a bad casino !!!

Danke, aber ein schlechtes Casino!!!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system.

Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru