Vulkan Stavka Casino - Der Selbstausschluss des Spielers wurde ignoriert.

Hello, I deleted my account due to gambling addiction and opened a new one. This shouldn't actually be possible and now I wanted to know if I can get my deposits back

Guten Tag ich habe mein Konto aufgrund von Spielsucht gelöscht und ein neues eröffnet dies sollte eigentlich nicht möglich sein und nun wollte ich wissen ob ich meine Einzahlungen zurück holen kann

Hello Geks,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Vulkan Stavka Casino.

Please allow me to ask you a few more question before we would move forward.

When exactly did you request for self-exclusion? Was it successful and did the casino close your account? Did you mention your gambling addiction when you requested for the exclusion? Did you use the same registration details as before?

Please forward us your first request to the casino and their asnwer if they did. Also any additional screenshots or documents you have regarding the case to nikolas.b@casino.guru.

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

Regards,

Nick

The self-committee was due to gambling addiction and applied for in November last year. The new account was opened with the same data except for my new home address, but ID documents were entered showing that it is one and the same person

Der selbstsausschuss wurde wegen spielsucht und letztes Jahr im November beantragt .Der neue Account wurde mit denselben Daten außer meiner neuen wohnanschrift eröffnet jedoch wurden Ausweis Dokument wo ersichtlich ist dass es ein und die selbe Person ist eingetragen

Hello Geks,

Could you please forward the e-mail in which you requested the self-exclusion to nikolas.b@casino.guru? It would further help us resolving the complaint.

I communicated the self-exclusion via live chat

Ich habe den selbstaussshuss via Live Chat mitgeteilt

Hello Geks,

Do you have by any chance a transcript of that conversation? Didn't the casino send you some kind of confirmation? Are you able to login into your old account?

No but I asked in live chat why I can no longer log into this account and they confirmed to me that it was blocked due to gambling addiction

Nein aber ich habe im LiveChat angefragt wieso ich mich nichtmehr einloggen kann in dieses Konto und sie haben mir bestätigt dass es aufgrund von spielsucht gesperrt wurde

Dear Geks,

If they blocked your account, they did everything right regarding safe gambling. Did they refund your deposits? Please note that it can happen that the casino did not notice that you have registered a second account right away. All they can do is to close your account immediately and refund your deposit.

Dear Geks,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.