Vulkan Vegas Casino - プレイヤーは自己排除のリクエストにもかかわらず入金限度額を超えました。

I have mentioned my gambling addiction to the casino multiple times and have been blocked several times. So far, so good. However, with my last bet, I exceeded the monthly limit of €1000 in a single day. According to the German license, there should be a standard limit of max €1000 that I should not have been able to exceed, but nothing prevented me from doing so. LUGAS should have intervened! The fact that I have already asked to be blocked twice should have been a reason to set this limit to protect the player!

Ich habe dem Casino mehrmals von meiner Spielsucht erwähnt, wurde auch mehrmals gesperrt, soweit so gut. Jedoch habe ich beim letzten Einsatz den Monatslimit von 1000€ an einem Tag überschritten, es müsste laut deutschem Lizenz einen Standard Limit von max 1000€ geben den ich nicht überschreiten durfte jedoch hat mich nichts dagegen gehindert, es müsste LUGAS einspringen! Allein das ich mich bereits 2x mal sperren lies sollte ein Grund gewesen sein diesen Limit einzustellen um den Spieler zu schützen!

Dear Matkap07,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Kindly be aware that Vulkan Vegas Casino operates under the Antillephone license and is therefore not subject to German laws. Moreover, we at Casino Guru don't deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please let me know the date when you requested self-exclusion due to gambling addiction and the duration of the self-exclusion period?

Also, have you made a €1000 deposit after the self-exclusion period ended?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I started at vulkanvegas on February 5th, 2022 and asked for my account to be blocked on February 19th, 2022, without specifying a deadline. On February 14th, 2023 I had the block lifted and gambled until April 25th, 2023, then I asked for a block again because the addiction had overtaken me! On February 13th, 2024 I asked again for my account to be deleted and on May 4th I was free again, now blocked again.

I would say that I had often made my mark with my addiction. I mentioned it every time I was blocked and the casino knew about it. Unfortunately the casino did nothing about it. A deposit block or deposit limit should have been put in place at the latest with the second block.

Ich startete am 05.02.2022 bei vulkanvegas und bat am 19.2.2022 um die Sperrung meines Accounts, ohne genannte Frist. Am 14.02.23 habe ich die Sperre aufheben lassen und gezockt bis 25.04.23 dan bat ich erneut um Sperre da die Sucht mich überholt hatte! 13.02.24 bat ich erneut um eine Löschung meines Accounts und am 04.05 war ich wieder frei ,nun erneut gesperrt.

Ich würde sagen das ich so oft ein Zeichen gesetzt hatte mit der Sucht habe das bei jeder Sperre erwähnt und es war dem casino bekannt, leider Unternahm das Casino nichts dagegen eine Einzahlsperre bzw. EINzahl Limit wäre spätestens bei der 2 Sperre erfolgen müssen.

Please forward me all the account closure requests you sent to the casino since February, along with the casino's replies and any other communication and evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

I have sent you all emails

Ich habe Ihnen alle Email zukommen lassen

Thank you for your emails. Could you please forward me also your email to the casino from April 2023, when you asked your account to be blocked again? Could you please specify why was the blockage lifted in February 2023? If you have any email from this date, please forward it to me as well.

Hello, I have already forwarded it!

Hallo die habe ich bereits weitergeleitet!

Thank you very much, Matkap07, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Matkap07,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.