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Hello, I asked support to close my account. The support does not react to my mail! What else can I do?

Hallo, ich habe beim Support beantragt dass mein Konto geschlossen wird. Der Support reagiert nicht auf meine Mail! Was kann ich noch tun?

Dear Dorothee,

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 request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and 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

Good day,

I asked the casino operator in three emails that my player account be permanently blocked, that was my own wish! I did not find a way to block this in my account. I don't have to give reasons for wanting to permanently close my account, do I? The chat advisor from Vulkanvegas didn't point this out to me either! I implemented the procedure specified by him. However, the support does not respond.

Since yesterday January 10th, 2021, I have been receiving annoying WhatsApp messages, which I cannot switch off, as well as phone calls from a hotline in France. I get WhatsApp messages from different cell phone numbers. How can this happen? I want my data to be deleted and to prevent something like this from happening! I don't want to be a customer in this casino anymore!

By the way, my registration at Vulkan Vegas was based on the good reviews on the Casino Guru page ....

With best regards

Dorothee ***

Guten Tag,

ich habe mit drei Mails beim Casinobetreiber beantragt, dass mein Spielerkonto dauerhaft gesperrt wird, das war mein eigener Wunsch! Eine Möglichkeit einer Sperre habe ich dazu in meinem Account nicht gefunden. Ich muss keine Gründe angeben, wenn ich mein Konto dauerhaft schließen möchte, oder? Der Chat-Berater von Vulkanvegas hat mich jedenfalls auch nicht darauf hingewiesen! Die von ihm vorgegebene Vorgehensweise habe ich umgesetzt. Der Support reagiert allerdings nicht.

Seit gestern 10.01.2021 erhalte ich neben den lästigen WhatsApp Nachrichten, die ich nicht abschalten kann, außerdem Telefonanrufe von einer Hotline aus Frankreich. Die WhatsApp Nachrichten erhalte ich von unterschiedlichen Handynummern. Wie kann das passieren? Ich möchte dass meine Daten gelöscht werden und verhindert verhindert wird, dass so etwas passiert! Ich möchte nicht mehr Kunde in diesem Casino sein!

Übrigens, meine Anmeldung bei Vulkan Vegas erfolgte Aufgrund der guten Bewertungen auf der Casino Guru Seite....

Mit freundlichen Grüßen

Dorothee ***

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 the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why? Thank you, Dorothee, in advance.

Hello Mrs. Accounts,

I forwarded an email to you this morning.

With best regards

Dorothee

Guten Tag Frau Kontos,

ich habe Ihnen heute Morgen eine Mail weitergeleitet.

Mit freundlichen Grüßen

Dorothee

Thank you, Dorothee, for the forwarded email.

For future references, I would always suggest contacting the casino by email, stating all the important information. Sending an email is the best way to request account closure or self-exclusion as you follow the terms and conditions, and, most importantly, you have a proof of such action. 

Do I understand correctly that the first email has been sent on the 8th of January 2021?

Good morning Mrs Accounts,

No, there were 4 mails, the first two were informal. There was no response to them, or I did not receive any feedback that they contained formal errors.

Course:

my first mail 2.12.20

second mail December 8th, 2020

third mail 3.1.21

fourth mail 8.1.21

many Greetings

Dorothee

Guten Morgen Frau Kontos,

nein es waren 4 Mails die ersten beiden waren formlos auf diese wurde nicht reagiert, bzw. Ich habe keine Rückmeldung erhalten dass sie Formfehler enthalten.

Verlauf:

meine erste Mail 2.12.20

zweite Mail 8.12.2020

dritte Mail 3.1.21

vierte Mail 8.1.21

Viele Grüße

Dorothee

Could you please forward those emails too?

Hello Mrs. Accounts,

have now forwarded it to you.

greetings

Dorothee

Hallo Frau Kontos,

habe sie jetzt an Sie weitergeleitet.

Grüße

Dorothee

Thank you very much, Dorothee, 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.

Good morning Mrs Accounts,

Thank you for your support!

many Greetings

Dorothee

Guten Morgen Frau Kontos,

herzlichen Dank für Ihre Unterstützung!

Viele Grüße

Dorothee

Hi Dorothee,

I looked at your case 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 Dorothee

Here, at VulkanVegas it's all about the player and customer satisfaction.

Should we notice the signs of gambling addiction - sure, the account gets closed in seconds.

But in this case we did not see any indication of it, thus our support may be of some help... Maybe you had bad experience, your deposit got lost etc... And btw you can always close your account in the profile.

I hereby confirm, your account is closed permanently. We will miss you.

Kind regards,

Alexander

Good day,

Thank you for the feedback Alexander, and no, I didn't see where I can close the account, otherwise I wouldn't have contacted Vulkan Vegas several times by email.

Many thanks to the Casino Guru team for their great support!

With best regards

Dorothee

Guten Tag,

vielen Dank für die Rückmeldung Alexander, und nein ich habe nicht gesehen wo ich das Konto schließen kann, sonst hätte ich Vulkan Vegas nicht mehrmals per Mail kontaktiert.

Herzlichen Dank an das Casino Guru Team für die tolle Unterstützung!

Mit freundlichen Grüßen

Dorothee

Hi Alexander,

Thanks for your reply and help.

Dear Dorothee,

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