Vulkan Vegas Casino - Die Versuche des Spielers, sein Konto zu schließen, wurden übersehen.

Hi there,

I contacted Vulkanvegas' support on Friday with the request to block my account because I cannot control my gaming behavior or addiction.

Unfortunately that was not done and I did not receive an answer either .... so I was unfortunately able to deposit and gamble away over 1000 € (see screenshoots) ..... I now ask for the money back because I believe I acted correctly and the casino doesn't answer my call for help.

unfortunately you have no chance to lock yourself in the casino ...

maybe you can help - thank you very much.

love greetings Markus

Hallo,

ich habe mich am Freitag an den Support von Vulkanvegas gewendet mit der Bitte um eine Konto Sperrung da ich mein Spiel verhalten nicht im Griff habe bzw. Spielsucht.

Leider wurde das nicht getan und ich habe auch keine Antwort erhalten.... so konnte ich leider noch über 1000€ (siehe screenshoots) einzahlen und verspielen..... ich verlange nun das Geld zurück da ich meines Erachtens richtig gehandelt habe und das Casino meinen Hilferuf nicht erhört.

leider hat man ja keine Chance sich im Casino selbst zu sperren...

vielleicht könnt ihr ja helfen - vielen Dank.

liebe Grüße Markus

Dear Mark,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It may take some time to complete such a request, especially during the holiday season it can take even longer to process all the emails.

We believe that your deposits made after you sent the self-exclusion request should be returned. Before we contact the casino, would you be so kind and confirm, your account still hasn’t been closed?

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Mark-100 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mark.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I am very glad to see that the issue is close to the resolution. Mark please, let us know when you receive the transfer. I am extending the timer by 7 days.

Hi there,

the money came in today.

I would like to thank you very much for your great support.

Thank you ❤️

Hallo,

das Geld ist heute eingegangen.

ich bedanke mich ganz herzlich bei euch für die tolle Unterstützung.

Danke ❤️

Hello Mark.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru