Vulkan Vegas Casino - Spelarens självuteslutning ignorerades.

Good day!

About 2 months ago I wrote to the casino I want to delete my account because I play too much - I'm addicted to games.

This was not taken seriously, I was offered a bonus that I accepted in the 'intoxication' and so everything took its course. I have now spent around 10,000-15,000 € and financially I'm through.

What can you do in this case? Since I was concerned that someone from my family could read the mails and that I would 'bare' myself in this way, I deleted all of the mails.

I just found out it was the address luzie@vulkanvegas.com

I am desperate!

Guten Tag!

Ich hatte vor ca 2 Monaten an das Casino geschrieben ich möchte meinen Account löschen da ich zu viel spiele - spielsüchtig bin.

Diese wurde nicht ernst genommen, es wurde mir ein Bonus angeboten den ich im 'Rausch' annahm und so nahm alles seinen Lauf. Ich habe jetzt allein in der Zeit ca 10000-15000€ ausgegeben und bin finanziell eigentlich durch.

Kann man in diesem Fall was machen? Da ich Sorge hatte jemand aus meiner Familie könnte die Mails lesen und ich mich so 'entblößen' würde , habe ich alles an Mails gelöscht.

Ich habe nur rausgefunden es handelte sich um die Adresse luzie@vulkanvegas.com

Ich bin am verzweifeln!

Hello stuartcowling,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. I would like to ask you a few more question before we would move forward.

Could you please specify if you asked for account closure or self-exclusion? Did you mention to the casino that you have gambling addiction? Do you have any current communication with the casino?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello!

I had pointed out self-exclusion and thereby closure because I had spent too much and it was probably an addiction.

I no longer have the mail traffic, but you can certainly inquire about and view my profile on beivulkanvegas.com.

As I was ashamed and afraid that someone from my family could read the communication, I deleted everything ...

I've lost a total of 15-20k in money since then and I'm close to suicide ...

Thank you for your efforts!

Hallo!

Ich hatte auf Selbstausschluss und dadurch Schliessung hingewiesen da ich zu viel ausgegeben habe und es wohl eine Sucht ist.

Den Mailverkehr habe ich nicht mehr, kann man aber über mein Profil beivulkanvegas.com aber bestimmt anfragen und einsehen.

Da ich mich schämte und Angst hatte jemand aus meiner Familie könnte die Kommunikation lesen habe ich alles gelöscht...

Ich habe insgesamt seit dem bestimmt 15-20k an Geld verloren und bin dem Selbstmord nahe...

Danke für Ihre Mühen!

Hello stuartcowling,

I am very sorry to hear about the gambling addiction issue.

But I've checked all the correspondence, and it sure looks like you've NEVER mentioned anything about the gambling addiction or self-exclusion.

The relevant correspondence may be provided upon Casino Guru request. But I can assure, that at VulkanVegas we treat gambling addiction very seriously, and once the player informs us - we take immediate actions.

Kind regards,

Alexander

Dear Vulkan Vegas,

Please send through the communication with the player to nikolas.b@casino.guru. Looking forward to your answer.

Hello Nick,

The details have been provided.

Best regards,

Alexander

Dear stuartcowling,

We have received the e-mail communication between you and the casino and we could not see there any mentioning of self exclusion or gambling addiction.

Please let me explain the difference between closing an account and self-exclusion:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if the casino failed, a player may ask for a refund.

Unfortunately, in this case it was just account closure. Is there anything else we could assist you with?

Hi there,

Well I haven't seen what was made available to you.

If I write to the casino but my account should be closed - for whatever reason - you simply have to comply with this without asking. With my gaming behavior and statements that I spend too much money, as a provider you can think that something is wrong if money continues to be blown away. Even if 30k profit is lost, the casino has a responsibility to slow down the player with a cooling phase or similar

That has clearly not happened here - the player is still fixed.

There is no button for self-exclusion at vulkanvegas.com - that alone should be reason enough to offer compensation as the player is deprived of the opportunity to take himself out of the game in time.

Even a short-term self-exclusion is not possible because only the support can do this and simply reacts to such inquiries with an extreme delay.

That I spent too much can be seen as my mistake. The behavior of the casino does not comply with any rules according to German law. Players from Germany are often excluded, they don't want to adhere to the laws here.

I don't agree that Vulkanvegas gets away with it so cheaply and is portrayed as completely innocent.

Hallo,

Nun ich habe nicht gesehen was Ihnen zur Verfügung gestellt wurde.

Wenn ich dem Casino aber schreibe mein Account soll geschlossen werden - aus welchem Grund auch immer - so hat man diesem ohne Nachfrage einfach nachzukommen. Bei meinem spielverhalten und auch Aussagen ich gebe zuviel Geld aus, kann man sich als Anbieter denken dass etwas nicht stimmt wenn weiterhin Geld verblasen wird. Selbstbei Zeitweise 30k Gewinn der verspielt wird hat das Casino eine Verantwortung den Spieler mit Abkühlungsphase oder ähnlichen zu bremsen

Das ist hier klar nicht passiert- der Spieler wird weiterhin angefixed.

Es gibt keinen Button für Selbstausschluss bei vulkanvegas.com - allein das sollte Grund genug sein eine Kompensation anzubieten da dem Spieler hier die Möglichkeit genommen wird sich selbst rechtzeitig aus dem Spiel zunehmen.

Selbst ein Selbstausschluss ist kurzfrostig nicht möglich da dies nur der Support machen kann und auf solche Anfragen einfach mit extremer Verzögerung reagiert.

Das ich zu viel ausgegeben habe kann man als meinen Fehler darstellen. Das Verhalten des Casino entspricht keinen Regeln nach deutscher Rechtsprechung. Spieler aus deutschland werden gerne ausgenommen, an die Gesetze hier will man sich nicht halten.

Ich bin nicht damit einverstanden dass vulkanvegas hier so günstig davonkommt und als komplett unschuldig dargestellt wird.

Dear stuartcowling

Please kindly refer to the screenshot below re all sorts of various limitations:

You could set any limit on your own or by contacting support.

Kind regards

Where is that in the mobile version?

Wo ist das in der Mobilen Version ?

I never played desktop, only mobile - you can see my account

Habe nie desktop gespielt, nur mobile - können sie meinenäm Account ja entnehmen

Hello stuartcowling,

It's available within your profile settings: https://vulkanvegas.com/de#!/player/profile-my-limits

In addition, the T&Cs clearly state:

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

Hope this clarifies.

Best regards

Dear stuartcowling,

Could you find the limitation section in your account?

Dear Nick,

I am afraid the player is not able to find it, since he is self-excluded due to gambling addiction.

Kind regards

The account is locked.

When I played Chrome Mobile Version on my mobile phone, there were no options at all to exclude myself from the game.

As I have read in various forums, I am not the first to complain about this.

Das Konto ist gesperrt.

Wenn ich via Mobiltelefon Chrome Mobile Version gespielt habe waren überhaupt keine Möglichkeiten gegeben sich direkt vom Spiel auszuschliessen.

Ich bin wie ich in diversen Foren gelesen habe auch nicht der erste der sich hierüber beschwert.

Dear stuartcowling

I can assure you, the limits were there for at least 3-4 years now.

If you uncounted troubles setting them up, have you spoken to live support for them to assist?

Obviously it is even stated within the General Terms & Conditions.

Kind regards

Dear stuartcowling,

Based on the casino's posts, it seems like you had the chance to self-exclude or close your account if you wanted to. Unfortunately, we can't consider it as the casino's fault if the player doesn't check every possible ways to close his account specially if he had the chance to. We will be now forced to reject the complaint.

I'm really sorry that we could not help you more but there isn't anything we are able to do with this specific case.

Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you.

Regards,

Nick