Hello, I closed my account in September 2019 due to gambling addiction. Nevertheless, I was able to deposit € 865 on October 7th, 2020 and October 8th, 2020.

On October 8th, 2020, around 3:00 am, I asked again for closure, as well as for a refund for gambling addiction, as these deposits should never have taken place.

The account was not closed again! Not until noon afterwards when I pointed it out again in the chat and asked for a refund.

Hallo, habe mein Konto im September 2019 wegen Spielsucht schlie?en lassen. Trotzdem konnte ich am 07.10.2020, sowie am 08.10.2020 , 865€ einzahlen.

am 08.10.2020 habe ich gegen 3:00 wiederum um Schlie?ung gebeten, sowie um Rückerstattung wegen Spielsucht, da diese Einzahlungen niemals h?tten stattfinden dürfen.

Das Konto wurde wieder nicht geschlossen! Erst am Mittag danach als ich nochmals im Chat darauf hingewiesen habe, sowie um Rückerstattung gebeten habe.

Dear Claudia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the T&Cs (https://v-vegas.fun/en/terms-and-conditions), and this is what I found:

?31.2. Should you need to take a break from gambling, you may self-exclude yourself by contacting Support at [email protected]. Self-exclusion means that your account will remain closed. In order to re-activate your account, please contact Support again."

Please could you clarify if you have sent the email to this specific email address? From your screenshot it is not clear to see. Could you provide another one with the email address of the casino visible, or forward the email to me?

Also, please forward any other relevant communication between you and the casino, together with the deposit receipts to [email protected].

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you very much for helping me with this matter.

Unfortunately I only have this screenshot of the email.

Unfortunately I have not received any chat history.

I will send you my deposits.

Thank you very much

Greetings Claudia

Hallo Kristina,

vielen Dank das sie mir in dieser Angelegenheit helfen.

Leider besitze ich nur diesen Screenshot der email.

chatverl?ufe habe ich leider nicht weitergeleitet bekommen.

Meine get?tigten Einzahlungen sende ich Ihnen.

vielen Dank

Gruss Claudia

Thank you very much Claudia for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Claudia,

I'm taking over your complaint. Could you please look for the the email you sent to the casino in your email box and forward it to me? Has the casino confirmed that the self-exclusion was successful? In the meantime, I will contact the casino and see what can be done.

Dear Claudia, Peter

I have checked the Player Limitations records - looks like you've never set any of the limits within your profile.

Next - at VulkanVegas we close the account immediately whenever the player claims one has a gambling problem. The only mention about the problematic gambling was on 08.10.2020 09:57:53 (UTC), as a result your account has been blocked within seconds.

With all due respect, Claudia, if you manage to find an outgoing e-mail where you clearly state that you have a gambling issue - we will be more than happy to do the refund + compensate for the misunderstanding.

Kind regards,

Alexander

Hello, unfortunately I only have this screenshot of the email that I put in the Vulkan Vegas folder.

that accounts with you will be closed immediately if one speaks of gambling addiction is not true. On October 8th, 2020 around 3:00 a.m. in the live chat Leon I wrote about my gambling addiction, account was not closed again!

Only the next morning after I pointed this out to Viktoria again, about 8 hours later the account was finally closed.

Hallo, leider besitze ich nur diesen Screenshot der email die ich im Ordner Vulkan Vegas abgelegt habe.

das Konten bei Ihnen sofort geschlossen werden, wenn man von Spielsucht spricht , stimmt nicht. Am 08.10.2020 habe ich gegen 3:00uhr im Live Chat Leon von der Spielsucht geschrieben, Konto wurde wieder nicht geschlossen!

Erst am n?chsten morgen nachdem ich Viktoria nochmals darauf hingewiesen habe, ca. 8 Stunden sp?ter wurde das Konto endlich geschlossen.

Dear Claudia,

I discussed the issue within the team. The screenshot you provided shows your email address and that you ask for a self-exclusion due to a gambling problem. The message seems to be in some sort of a folder named "angst". The problem is, it doesn't show who the email recipient is or that it was actually sent. You also have no confirmation from the casino that they received your message so basically there is no way to confirm that this email ever existed. I'm afraid, there is not much I can do to help you. I can't penalize the casino based on the screenshot provided. I wish I could be of more help.

Best regards,

Peter