VulkanVegas Casino - Ignored self exclusion requests

Dear Player,

I am sorry you'd faced difficulties at VulkanVegas

May I first clarify a couple of questions, if you will:

1) According to T&Cs: 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 between the time when you send us a request and the time when your account is terminated by the Company.

Please kindly let me know if you'd received such a confirmation from the support?

2) The support suggested placing the self-exclusion limit (or any other desired limits) directly from you profile? Why did you ignore their suggestion?

3) Why clarifying the reason for account closure did you ever specify that the reason is "gambling addiction"? If so - can you tell the exact date and time when you'd sent this info?


Thanks in advance

Kind regards

My response below:

1) According to T&Cs: 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 between the time when you send us a request and the time when your account is terminated by the Company.

Please kindly let me know if you'd received such a confirmation from the support?

As previously stated, I requested to self-exclude on April 4, April 6, April 8, April 9, and April 12th. My requests were not actioned. I did not ask to close my account, rather on April 4, 2021 my email stated "please self exclude me for a period of 6 months". The subject line of the email was: self exclusion.

I had no response to my April 4th request so sent another email April 6th stating: "Please accept this email as my request to self-exclude from Vulkan Casino. Please process as soon as possible for six months".

I again received no response and replied all to my previous email on April 8th stating "please see my below message. I can still log into my account".

The response I received from the casino at that point is entirely unprofessional. I had requested self exclusion 3 times. You then responded:

1.  Stating I previously requested an account closure "which I didn't, I requested self exclusion for 6 months", but essentially you acknowledged my email, 4 days after I sent my original and me continuing to have to send the same request.

2. You asked for the reason for my request. Self exclusion requests are obvious and related to problem gambling.

3. You offered me a $800 no deposit bonus for my exceptional activity. The email then said "we hope it (the $800 bonus) may convince you for reconsidering your decision (to self exclude). This is so inappropriate and does not support the casinos commitment for responsible gambling as per section 30.2 -  Responsible Gambling were it states contact the casino for self-exclusion.

4. The email continued to acknowledge that my reason for self exclusion by suggesting to set limits, or use break time. Again, ignoring my request to self exclude.

5. The end of the email you stated, you will need to contact us again to proceed with the account closure". Another example of your delay in processing my request so that I would continue to deposit money. No where does it stated anywhere that a person has to send multiple requests.

I replied to this email on April 9th, requesting again to close as soon as possible.  No reply until April 12th. Where again it was offered to me to "set limits" or use "break time".

I again replied and said no, I wish to self exclude. I then received a reply that my request would be processed "in a few days".  I replied that I would be moving forward with a complaint. I emailed my concern/ complaint to the casino on April 12. Only then did I get notification that my account was closed. I will note that the email confirming my account was closed was sent 40 minutes after my complaint was sent. It really shouldn't have taken  8 days, multiple requests etc. It is clear by the response in 40 minutes that it should have and could have been actioned right away after my first request.


2) The support suggested placing the self-exclusion limit (or any other desired limits) directly from you profile? Why did you ignore their suggestion?

My request was not to set limits, it was to self-exclude. I replied to the email of April 12th stating this. The direction on the casino site - section 30.2 states to email the casino at suppor­t@v­ulk­anv­ega­s.com, when you request to self exclude, which I did April 4, 6, 8, 9, 12th.

The support emails suggesting to set limits was sent April 9th and again April 12th. You acknowledge that you did not respect my request to self exclude and used delay tactics in blocking my account.

3) Why clarifying the reason for account closure did you ever specify that the reason is "gambling addiction"? If so - can you tell the exact date and time when you'd sent this info?

The instructions to self exclude on the site stated to email the casino to request to self exclude and does not state anywhere that you are required to state why you are requesting self-exclusion. Self-exclusion is self explanatory.

April 9th, I responded to the email asking me why I was to self exclude, I responded "I was spending way too much money, please self exclude as soon as possible". Again, I should not have to provide a reason, but I did on April 9th at 8:49pm (time stamp from Hotmail).

As I stated before, self exclusion is noted under section 30. Responsible Gambling. It is clear what the reason is for when someone wishes to self exclude, and again, nowhere does it state I am required to provide a reason when wishing to self exclude.

Please let me know if you require further proof of all emails sent back and forth.

Hello, JOHNSONBC

"Self exclusion requests are obvious and related to problem gambling." - does not indicate the gambling issues, that is for sure. Many have various reasons for self-exclusion.

Self-exclusion is available within your profile, that is exactly what was suggested by the support.

Anyhow, the amount requested has been credited onto your account. Please make a withdrawal request.

Please do let me know if you need a specialist while coping with such a terrible disease as gambling addiction. The doctor is pricy, but well-worth it.

Kind regards

Thank you,

The refund has been deposited to my casino account. I have completed my process for withdrawal, which shows at in process.

I will submit another update once the funds have been successfully transferred.

I have received the requested amount of money as promised by Vulkan Casino.

Thank you AskGamblers for this forum and assistance.

Vulkan Casino - was likely my favorite casino to date. The layout, games etc. Unfortunately, this self exclusion issue is a problem I forsee for this casino if they do not change their process. Perhaps have a separate email for self exclusion requests that is checked more frequently? Please ensure my account is blocked via self exclusion.

Thank you again, I am ok to close this complaint.

I

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.