Hello ,

I applied to this casino on 05.05.21 and 13.06.21 self-exclusion due to gambling addiction danger, unfortunately my account was not blocked and my addiction persecuted me and I lost another 3600eur, what can I do? I brought myself to the subsistence level shouldn't they have to respond to the request? Please for your help to reimburse the amount and to close the account immediately, thank you mfg David

Hallo ,

Ich habe bei diesem Casino zum 05.05.21 und zum 13.06.21 Selbstausschlu? wegen Spielsucht Gefahr beantragt, leider wurde mein Konto nicht gesperrt und meine Sucht hat mich weiter verfolgt und ich habe nochmal 3600eur verloren ,was kann ich tun ich hab mich ans Existenzminimum gebracht h?tten die nicht auf die Anfrage reagieren müssen ? Bitte um Ihre Hilfe den Betrag zu erstatten und das Konto umgehend zu schlie?en danke mfg David

Dear David,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account still hasn’t been closed and the casino has never responded to your requests?

If there is any relevant communication between you and the casino (except for the attached screenshots), please forward it to [email protected].

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello ,

Yes, my account is still active and, as I said, I lost 3600 € again and my financial situation was badly damaged.

In response to the mail came something with data protection ...... unfortunately I no longer have the mail, but as described, I went to the support garment, unfortunately without success only money wake up, but nothing that has to do with self-exclusion.

Many Thanks

Kind regards

David

Hallo ,

Ja mein Konto ist immernoch Aktiv und ich habe wie gesagt, dadurch wieder vor sucht 3600€ verloren und meiner Finanzielle Situation sehr geschadet .

Als Antwort Mail kam etwas mit Datenschutz ......leider habe ich die Mail nicht mehr ,habe mich aber wie beschrieben an den Support Gewand ,leider ohne Erfolg nur wieder Geld Weck ,Aber nix was mit dem Selbstausschlu? zu tun hat .

Vielen Dank

Mfg

David

Dear David,

Sorry to hear about your troubles.

May I please kindly ask you several questions?

On May 05 you wrote the following:

"Hello please for immediate self-exclusion, risk of gambling addiction. Thank you"

The support operator answered the following:

"We're sorry you made such a decision to delete your account.

You can set personal restrictions on our website. To do this, click on 'Edit' in your profile and then click on 'Responsible Gaming'. There you can set various limits for yourself. "

Why didn't you set the limit as instructed by the support?

In any case, this does not exempt us of our obligation to provide measures for self-exclusion. The amount of 3600 euros has been credited onto your account. The gambling limit was applied. Please kindly make a withdrawal request.

kind regards

Dear David,

Sorry to hear about your troubles.

May I please kindly ask you several questions?

On May 05 you wrote the following:

"Hallo bitte um sofortigen Selbstausschluss, wegen Spielsucht gefahr . Danke"

The support operator answered the following:

"Es tut uns leid, dass Sie solche Entscheidung getroffen haben, Ihr Konto zu l?schen.

Auf unserer Website gibt es die M?glichkeit, pers?nliche Einschr?nkungen zu setzen. Dafür brauchen Sie in Ihrem Profil auf 'Bearbeiten' und dann auf 'Verantwortungsbewusstes Spielen' zu klicken. Dort k?nnen Sie verschiedene Limits für Sie selbst setzen."

Why didn't you set the limit as instructed by the support?

In any case, this does not exempt us of our obligation to provide measures for self-exclusion. The amount of 3600 euros has been credited onto your account. The gambling limit was applied. Please kindly make a withdrawal request.

Kind regards

Dear David

Please confirm the money was successfully received.

Thank you in advance

Kind regards

Hello ,

I have received all of the money and thank you for it. The case can be closed. Casino Vulkan Vegas responded in an exemplary manner to the case. Thanks mfg

Hallo ,

Ich habe das Geld komplett erhalten und bedanke mich dafür. Der Fall kann geschlossen werden .Das Casino Vulkan Vegas hat Vorbildlich in dem Fall reagiert top. Danke mfg

Thanks also to Casino Guru thumbs up.

Kind regards

Danke auch an Casino Guru Daumen hoch .

Mfg

Awesome news! Thank you both, David and Vulkan Vegas Casino, for your cooperation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.