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Urgent Complaint and Account Suspension Issue

Dear VulkanVegas Casino Team,

I write today to express my deep concern and dissatisfaction with my experience with your casino. I have attempted numerous times to have my account suspended, and despite my detailed explanations and email communications, my request has so far been ignored.

On [19.06.23], I sent an email to [support@vulkanvegas.com] to request my account be suspended. In this email, I detailed my reasons for this decision and asked that the account be suspended immediately to prevent further access to any gambling activities.

Unfortunately, I have yet to receive any confirmation that my request has been processed and my account remains active. I find this disregard for my request extremely worrying and it raises serious questions about your casino's security and self-exclusion procedures. I request a compensation of 6000€ for the time lost.

I strongly urge you to address my issue without delay and suspend my account as per my request. Additionally, I seek an official confirmation of the account suspension and an explanation for the previous delay and lack of communication.

If my complaint continues to be ignored, I retain the right to take further steps to protect my rights and resolve my issue appropriately. From a reputable casino like VulkanVegas, I expect player security and wellbeing to be of the highest priority.

I look forward to a prompt resolution to this matter and thank you in advance for your attention to it.

Kind regards,

Lars F

Dringende Beschwerde und Anfrage bezüglich meiner Account-Sperrung

Sehr geehrtes VulkanVegas Casino-Team,

ich wende mich heute an Sie, um meine tiefe Besorgnis und Unzufriedenheit in Bezug auf meine bisherige Erfahrung mit Ihrem Casino auszudrücken. Ich habe bereits mehrfach versucht, meinen Account zu sperren, und trotz meiner ausführlichen Beschreibung und entsprechender E-Mail-Kommunikation ist meine Anfrage bis dato unberücksichtigt geblieben.

Am [19.06.23] habe ich meine Sperrung schriftlich per E-Mail an [support@vulkanvegas.com] angefordert. In meiner E-Mail habe ich detailliert meine Gründe für diese Entscheidung erläutert und darum gebeten, dass mein Account umgehend gesperrt wird, um weiteren Zugang zu Glücksspielaktivitäten zu verhindern.

Leider habe ich bisher keine Bestätigung erhalten, dass meine Anfrage bearbeitet wurde, und mein Account ist weiterhin aktiv. Diese Missachtung meiner Bitte ist äußerst besorgniserregend und wirft ernsthafte Fragen hinsichtlich der Sicherheits- und Selbstausschlussverfahren Ihres Casinos auf. Ich beantrage hiermit 6000€ Schadensersatz für die Zeit.

Ich möchte Sie eindringlich bitten, sich meiner Angelegenheit sofort anzunehmen und meinen Account gemäß meiner Anfrage zu sperren. Des Weiteren bitte ich um eine offizielle Bestätigung dieser Sperrung sowie um eine Erklärung für die bisherige Verzögerung und mangelnde Kommunikation.

Sollte meine Beschwerde weiterhin unbeantwortet bleiben, behalte ich mir vor, weitere Schritte zu unternehmen, um meine Rechte zu schützen und mein Anliegen angemessen zu klären. Ich erwarte von einem seriösen Casino wie VulkanVegas, dass die Sicherheit und das Wohlergehen der Spieler oberste Priorität haben.

Ich hoffe auf eine umgehende Klärung dieses Sachverhalts und bedanke mich im Voraus für Ihre Aufmerksamkeit.

Mit freundlichen Grüßen,

Lars F

Hello larsf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, it was about self-exclusion because I am addicted to gambling. No value was attached to this and now after about 5 months I was blocked after another support request and even an email request.

Hallo es ging um den Selbstausschluss , da ich Spielsüchtig bin . Es wurde darauf kein Wert gelegt und jetzt nach ca 5 Monaten wurde ich nach erneuter support Anfrage und sogar per email Anfrage erst gesperrt .

Hello larsf,

Is there any evidence of your self-exclusion request last year where you specifically mentioned gambling addiction? If yes, please forward it to nikolas.b@casino.guru. If there isn't any, we will be unfortunately unable to help as without any evidence we can't move forward in resolving the matter.

Regards,

Nick

- I am having financial problems due to my gambling addiction and may be accumulating debt.

- I neglect my work, school, family and social obligations to have more time for gambling.

- I have difficulty controlling the urge to gamble, even when I am aware of the negative effects.

- When I try to stop gaming, I experience withdrawal symptoms such as irritability, restlessness, and difficulty sleeping.

- I lie and hide my gambling activities from others to justify or cover up my behavior.

- Even if I experience negative consequences such as financial losses, relationship problems or legal difficulties, I continue to play.

- I have become withdrawn, irritable and showing a change in my behavior and personality.

-I can prove all of this! I also sent you an email in which it was clear that I wanted to delete my account due to my gambling addiction.

- Ich habe finanzielle Probleme aufgrund meiner Glücksspielsucht und häufe möglicherweise Schulden an.

- Ich vernachlässige meine Arbeit, Schule, Familie und soziale Verpflichtungen, um mehr Zeit für Glücksspiele zu haben.

- Ich habe Schwierigkeiten, das Verlangen zu spielen zu kontrollieren, selbst wenn ich mir der negativen Auswirkungen bewusst bin.

- Wenn ich versuche, mit dem Spielen aufzuhören, erlebe ich Entzugserscheinungen wie Reizbarkeit, Unruhe und Schlafstörungen.

- Ich lüge und verberge meine Glücksspielaktivitäten vor anderen, um mein Verhalten zu rechtfertigen oder zu vertuschen.

- Selbst wenn ich negative Auswirkungen wie finanzielle Verluste, Beziehungsprobleme oder rechtliche Schwierigkeiten erlebe, spiele ich weiter.

- Ich habe mich zurückgezogen, bin reizbar und zeige eine Veränderung in meinem Verhalten und meiner Persönlichkeit.

-Das alles kann ich Nachweisen! Ebenfalls habe ich Ihnen eine Email zukommen lassen, wo klar ist das ich meinen Account aufgrund der Spielsucht löschen möchte .

Hello larsf,

Please note that your self-exclusion request does not contain any mention of gambling addiction so the casino was not obligate to exclude you based on that request. Please be sure to send them a proper request where you mention gambling addiction.

Please let us know once you send it to the casino and when your account get closed.

It is clearly stated in the email that I wanted to close my account because of my gambling addiction. Please also check something when you ask me to do things.

Es steht doch ganz klar in der Email das ich aufgrund der Spielsucht mein Konto schließen wollte. Bitte kontrollieren Sie auch etwas wenn Sie mich zu Dingen auffordern.

Hello larsf,

My post was related to the first screenshot you uploaded. Based on the e-mail you have sent since, I will be forwarding your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear larsf,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello  all

We can confirm that the account was immediately closed at  26.01.2024 08:44:04 (UTC) as soon as the player specified the reason - gambling addiction.

We have also checked the e-mail that the player is talking about, dating back to 19.06.23.

We were unable to find any mentioning of gambling addiction. Please refer to the below:

Regards

There is a second email that was directed to Nick!

LG

Es gibt eine zweite Email , die an Nick geleitet wurde !

LG

Dear larsf

Did you send this e-mail to Vulkanvegas as well?

Can you please state the exact date and time of sending?

Any chance you could attach it in here?

Thank you in advance!

Regards

Now,

That is where things get interesting.

@Nick, @Josef have you received the sample of the e-mail (above)?

What date is specified?

The reason we ask this, is because we were able to find this e-mail. And as stated in our first e-mail, we reacted almost immediately and closed the account. There were deposits made by the player/nor money lose.

Please refer to the below:

Identifying gambling addicted players and further actions have always been one of the top priorities of VulkanVegas.

Kind regards

Of course this is your priority😂😂😂 maybe addictive!

Natürlich ist dies eure Priorität😂😂😂 vielleicht süchtig machen !

Dear Vulkan Vegas Casino,

we received the player the same screenshot as the player provided in the thread (same date, 13/07/2023).

Dear larsf,

May I kindly ask you to provide us with a video recording of opening your email, the sent folder, and then this disputed email? You can forward it to my email address, jozef.k@casino.guru.

Dear larsf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.