Despite my repeated requests for a…
Despite my repeated requests for a block on my account, the casino ignored my pleas and continued to accept deposits. Even though I explicitly demanded an immediate and indefinite account closure, the casino encouraged me to keep the account active. This lack of responsible action directly contributed to significant financial and emotional losses.would like to clarify that I clearly and repeatedly asked for my account to be blocked because I no longer wanted to play. Instead of helping me close the account, the casino encouraged me to keep it active. This is unacceptable and goes directly against responsible gambling principles.Unfortunately, I no longer remember my account ID, but I have contacted the complaints department twice — yesterday and also two weeks ago — and still have not received any response.I am still waiting for Vulkan Vegas to re-evaluate my request for a refund of the deposits, considering the fact that several closure requests were ignored and deposits continued to be accepted despite my clear instructions.This situation has caused serious financial and emotional harm, and I expect a proper investigation and a responsible resolutionMy issue is not about whether I can “control my game”.The problem is that I repeatedly requested an immediate and indefinite block on my account, and these requests were ignored. Instead, I was encouraged to keep my account active. This directly violates responsible gambling practices and allowed further deposits to be made despite my clear instructions.Please address why my requests for account closure were not processed and why the complaints department has not responded to my emails for over two weeks.This is the matter that needs investigation.Dear Vulkan Vegas,I clearly and repeatedly requested an immediate and permanent block on my account because I no longer wanted to play. Instead of helping me with this request, your team encouraged me to keep the account active. This contributed to significant financial and emotional harm.Two weeks ago, as well as yesterday, I sent detailed e-mails to your complaints department requesting a full review of my case and a refund of my deposits, but I still have not received any response.For privacy reasons, I do not want to publish my e-mail address publicly on Trustpilot.Please provide the correct direct e-mail address of the person or department handling this investigation, and I will contact you from my mailbox immediately.Thank you.Update:I have now filed a formal complaint with the regulator, including all supporting evidence. I hope that the appropriate audits will lead to a change in the casino’s approach—both support and the complaints department—toward customers.Ignoring repeated requests to block my account is a serious violation. Every customer has the right to close their account, and responsible gambling rules, as far as I understand, are the same for every casino and must be respected. My requests were not isolated; they were repeated multiple times, yet the casino continued to accept deposits and, even worse, ignored my repeated requests for an account block.I now also have grounds to pursue a chargeback, as the casino, acting as the seller, behaved inappropriately and failed to act in accordance with its responsibilities toward the customer.My complaint was submitted on 20/11/2025 and 23/11/2015 to the adres complaints…[email protected]. I also wrote to this adres on 08/11/2025 or 09/11/2025. Please review my complaint and respond to the messages I previously sent. Once again, you are ignoring my e-mails, and this behaviour is highly inappropriate.Update:Could you please confirm whether my complaint, submitted to your official complaints department, is currently being reviewed? I would also like to know when I can expect an official response.I have already provided all necessary evidence, and repeated emails have gone unanswered. Posting here is my last option, as private communication channels have been ignored. I kindly ask the Vulkan Vegas team to check my case and provide an update on its status.Dear Team,I would like to clarify that I sent messages to the complaints department on November 20th and November 23rd.Please verify this, as I have not received any reply so far.Kind regardsJust now, I forwarded my emails to the support team requesting them to be passed on to the complaints department. I kindly ask for confirmation that these messages have been received.have just forwarded my previous messages to the address complaints@.. vulkanvegas.com. Please confirm that they have been received.am writing to your complaints department at the complaints @ vulkanvegas. com is it correct?
