Complaint #59
V.Vegas Casino
VulkanVegas Casino - Request ignored three times and I lost $2600
5 years ago
[personal note to askgamblers: they still refuse to permanently exclude me and have not responded to emails once. I've tried to be as specific and detailed as possible. I really hope this will be posted as they still have not excluded me. My last complaint was rejected because I did not provide proof of the self-exclusion agreement. There is no agreement because they have not responded to any of my emails.]
On October 9th, 2020 I had requested a permanent self-exclusion from VulkanVegas. The details are as follows:
email title: Please permanently close account for Problem Gambling
email content:
account: jfrdl
Please permanently close and exclude account for problem gambling. Thank you.
My name was listed as a sender, and of course the email address it came from matched my account with VulkanVegas.
Seeing as how my account was open on Monday October 12th, I sent a follow-up email.
Forwarded the original email with the email content stating: "Second Request"
On Tuesday October 13th, my compulsive instincts got the better of me, and even knowing I was sure they wouldn't let me withdraw, I decided to deposit anyway. I proceeded to deposit $2600. This is completely devoid of logic and reason, and I never withdraw from a casino anyway, so it just shows how bad the addiction is.
I then sent a third request to VulkanVegas telling them to self-exclude and that I would be pursuing the case with askgamblers.
In a chat follow-up they told me they refuse to close my account because my name wasn't on the email, even though it's clearly listed as the sender.No where in the terms and conditions does it say that. To be specific that my account was excluded, I checked the terms and conditions and found this:
31 PERSONAL LIMITS AND SELF-EXCLUSION
31.2. 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.
This is exactly what I did and followed it to a tee. I was also very specific and made mention of the fact, twice, that it was for gambling addiction and problem gambling. I don't see how this is fair at all. I lost a lot of money to begin with but then I did my due diligence and it still wasn't enough. They continued to send me promotional emails after my 2 initial emails! It's unfortunate they have GA and gambling therapy plastered all over their website when they don't take it nearly as seriously as they should.
I believe, based on many other cases on askgamblers, that I should be refunded the $2600. This wasn't the next day that I lost money. I made 2 requests over a 4/5 day period that were ignored. Even my 3rd request after losing the money was yet again ignored
On October 9th, 2020 I had requested a permanent self-exclusion from VulkanVegas. The details are as follows:
email title: Please permanently close account for Problem Gambling
email content:
account: jfrdl
Please permanently close and exclude account for problem gambling. Thank you.
My name was listed as a sender, and of course the email address it came from matched my account with VulkanVegas.
Seeing as how my account was open on Monday October 12th, I sent a follow-up email.
Forwarded the original email with the email content stating: "Second Request"
On Tuesday October 13th, my compulsive instincts got the better of me, and even knowing I was sure they wouldn't let me withdraw, I decided to deposit anyway. I proceeded to deposit $2600. This is completely devoid of logic and reason, and I never withdraw from a casino anyway, so it just shows how bad the addiction is.
I then sent a third request to VulkanVegas telling them to self-exclude and that I would be pursuing the case with askgamblers.
In a chat follow-up they told me they refuse to close my account because my name wasn't on the email, even though it's clearly listed as the sender.No where in the terms and conditions does it say that. To be specific that my account was excluded, I checked the terms and conditions and found this:
31 PERSONAL LIMITS AND SELF-EXCLUSION
31.2. 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.
This is exactly what I did and followed it to a tee. I was also very specific and made mention of the fact, twice, that it was for gambling addiction and problem gambling. I don't see how this is fair at all. I lost a lot of money to begin with but then I did my due diligence and it still wasn't enough. They continued to send me promotional emails after my 2 initial emails! It's unfortunate they have GA and gambling therapy plastered all over their website when they don't take it nearly as seriously as they should.
I believe, based on many other cases on askgamblers, that I should be refunded the $2600. This wasn't the next day that I lost money. I made 2 requests over a 4/5 day period that were ignored. Even my 3rd request after losing the money was yet again ignored
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