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On January 16, 2021, after I had gambled away a higher sum, I wrote an email to the support requesting a self-lock. I received a confirmation of receipt, after which I have heard nothing more.

On February 6th, 2021, I relapsed and lost more than 2500 euros because my request to be blocked by then had not been fulfilled.

Is there a way to reclaim this money and enforce the lockdown?

Ich habe am 16.1.2021, nachdem ich eine höhere Summe verspielt hatte, eine Mail an den Support geschrieben mit der Bitte um Selbstsperre. Ich erhielt eine Eingangsbestätigung, danach habe ich nichts mehr gehört.

Am 6.2.2021 wurde ich rückfällig und verlor, da meiner Bitte um Sperrung bis dahin nicht nachgekommen wurde, mehr als 2500 Euro.

Gibt es eine Möglichkeit, dieses Geld zurückzufordern und die Sperrung durchzusetzen?

Dear Benjamin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and 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 this the email address that you have sent your email 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

Hello Petronela,

I have sent you a screenshot of the lock request to your email address.

Hallo Petronela,

ich habe Dir einen Screenshot der Sperranfrage an Deine Mailadresse geschickt.

Thank you very much, Benjamin, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Benjamin,

I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite Vulkan Vegas Casino to the conversation to participate in the resolution of this complaint.

Dear Benjamin

I am sorry about your situation.

According to the T&Cs there is a procedure when you want to close your account:

"13.1. You may terminate (lock) your account at any time by contacting live support.

13.2. Until you have received a confirmation from us stating that we have closed Your Account, you shall remain responsible for any activity on Your Account"

Please kindly let me know if you contacted live support on this urgent matter?

Also, why didn't you set the gambling limits/self exclusion within your profile on your own?

Within your e-mail to support the subject of your message did not represent the urgency or clear request of the account block. (there are hundreds of thousands of emails, and it is almost impossible to define which one is of the request to close the account unless specified in the subject".

To sum up, I've credited 2500 euros on your account as a sign of the toleration with your terrible desease.

Please complete the KYC in order to withdraw the money.

Regards

Many thanks for your help!

Vielen Dank für Ihre Hilfe!

Thank you Vulkan Vegas Team for your help.

Dear Benjamin,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter