V.Vegas Casino - プレイヤーは自己排除措置の失敗後、返金を要求した。

Dear madam / Dear sir

I requested self-exclusion from Vulkan Vegas on 4 April 2026 and sent two additional reminder emails because my account remained active.

Despite my self-exclusion request, the casino continued to allow deposits and gameplay, and even credited a bonus after my request.

My account was blocked only after multiple emails. The casino itself confirmed that emails are processed in order and that the block was not immediate.

After my first self-exclusion request, I deposited approximately 5,500 Ron while the account should have already been restricted.

Self-exclusion is a responsible gambling protection measure and should be applied without delay. Allowing deposits after such a request represents a failure of responsible gambling obligations.

I am requesting a refund of all deposits made after 4 April 2026.

I can provide email evidence and transaction history.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear Onushca85, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Vulkan Vegas Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm when did you first request a self-exclusion and when exactly did the casino close your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

Thank you for your response.

I first requested self-exclusion on 4 April 2026 via email. After receiving no response and seeing that my account remained active, I sent two additional reminder emails.

My account was only closed on 7 April 2026, after the third email (I can provide exact timestamps in the attached emails).

During the period between my first self-exclusion request and the actual account closure, I was still able to deposit and play. I also received a bonus during this time.

The total amount deposited after my first self-exclusion request is approximately 5,500 RON.

Regarding KYC, no, I have not been asked to complete KYC.

I am attaching all email communication with the casino as well as proof of deposits.

Additionally, I am unable to respond directly via the provided link, as I receive an error when trying to access it, so I am sending my response this way.

Please let me know if you need any further information.

Kind regards,

[Redacted]

Dear Onushca85,

Thank you for your response.

According to the available evidence, you submitted your self-exclusion request on April 4, and the casino closed your account on April 7. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Glorion Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Attila

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