Vulkan Vegas Casino - Играчът иска своя отчет за транзакциите.

Hello,

the operator of the Vulkan Vegas Casino also runs the Ice Casino. In total I had 4 accounts, only one is still open. I can therefore no longer see my deposits. Both casinos are not licensed to offer gambling here in Germany. I am entitled to a full refund. For all four accounts. I can no longer see my deposits due to the closure. My law firm and attorneys at CLLB require an overview of my total deposits. Please request the operator of the two casinos to provide me with a summary of the amounts paid to the company, not to the individual casino. In the overview, all deposits should be recognizable and the few disbursements.

Thanks.

Hallo,

der Betreiber des Vulkan Vegas Casinos betreibt auch das Ice Casino. Insgesamt hatte ich 4 Konten, eines ist nur noch geöffnet. Ich kann daher meine Einzahlungen nicht mehr einsehen. Beide Casinos haben keine Lizenz, um hier in Deutschland Glückspiel anzubieten. Mir steht ein vollständiger Rückzahlungsanspruch zu. Für alle vier Konten. Ich kann meine Einzahlungen wegen der Schließung nicht mehr einsehen. Meine Kanzlei und Rechtsanwälte der CLLB benötigt eine Übersicht meiner Gesamteinzahlungen. Bitte fordern Sie den Betreiber der beiden Casinos auf, mir eine Gesamtübersicht der an das Unternehmen, nicht das einzelne Casino, gezahlten Beträge zur Verfügung zu stellen. In der Übersicht sollen alle Einzahlungen erkennbar sein und die wenigen Auszahlungen.

Danke.

Dear thomas3588,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How long ago you have closed your account? From which period you’d like to receive your deposit report?

Moreover, I would like to inform you (as I did in your previous complaint) that most casinos save information like this only for a specific period of time (for example 3 months, one year, etc.) therefore, I am not sure we will be able to help you with this matter.

Looking forward to hearing from you.

Best regards,

Petronela

Dear thomas3588,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the player:

"Hi,

the casino refers me in their emails to the overview in my accounts. However, these are blocked by the casino. I demand from Vulcan Vegas Casino, which also operates the Ice Casino, a binding statement of all my deposits/losses in the two casinos from my four accounts. This overview is requested by a litigation financier who wants to buy my claims. I am ready for a payment i. hv 85% of my total losses to refrain from assigning my claims. The total sum should be over 10,000 euros and the casino itself would therefore also have a profit of over 2000 euros."

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"Hallo,

das Casino verweist mich in ihrem Mails auf die Übersicht in meienn Accounts. Diese sind aber gesperrt durch das Casino. Ich verlange von Vulcan Vegas Casino, das ach das Ice Casino betreibt eine verbindliche Angabe sämtlicher meiner Einzahlungen/ Verluste in den beiden Casinos aus meinen vier Accounts. Diese Übersicht wird von einem Prozessfinanzierer erbeten, der meine Ansprüche abkaufen will. Ich bin bereit bei einer Zahlung i. H. v. 85 % meiner Gesamtverluste, von der Abtretung meiner Ansprüche Abstand zu nehmen. Die GEsamtsumme dürfte über 10.000 Euro betragen und das Casino hätte somit selbst auch noch einen Gewinn in Höhe von über 2000 Euro"

Thank you, thomas3588, for getting back to us. Could you please advise how long ago you closed your account? From which period you’d like to receive your deposit report?

The accounts have been blocked by the casino. All four accounts! I would like a general overview of the company, which is based within the EU, since both Vulkan Vegas and Ice Casino belong to the same company. I need a summary of my total losses to the company in both casinos with two accounts each.

Die Konten wurden seitens des Casinos gesperrt. Sämtliche vier Konten! Ich möchte eine Gesamtübersicht des Unternehmens, welches innerhalb der EU seinen Sitz hat, da sowohl das Vulkan Vegas, als auch das Ice Casino zum selben Unternehmen gehören. Ich benötige eine Gesamtübersicht über meine Gesamtverluste an die Firma in beiden Casinos mit je zwei Accounts.

Thank you very much, thomas3588, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. However, please bear in mind, that this is just to assist you and we do not promise a positive outcome since casinos are not obligated to store this kind of record for such a long period of time.

Hello, I have not been registered with the casino for 2 years. The storage obligations within the European Union are at least 7 years for accounting, i.e. the payments from me. I therefore assume that the casino must and can very well comply with my request. You are therefore misinformed and you should definitely copy yourself in terms of the follow-up and retention periods, dear Casino Guru employees.

Hallo, ich bin noch keine 2 Jahre bei dem Casino angemeldet. Die Aufbewahrungspflichten sind innerhalb der Europäischen Union mindestens 7 Jahre für die Buchhaltung also die Zahlungen von mir. Ich gehe daher davon aus, dass das Casino meiner Aufforderung sehr wohl nachkommen muss und kann. Sie sind daher falsch informiert und sollten sich im Punkto der Nachhaltungs- und Aufbewahrungsfristen unbedingt nachbilden liebe Casino Guru Mitarbeiter.

Hello thomas3588.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please provide thomas3588 with the requested game logs?

Hello Matej, thomas3588

Since the requested info relates to GDPR, the ex-player needs to address the request to privacy@vulkanvegas.com (According to https://vulkanvegas.com/en/privacy-policy)

Kind regards

I consider Vulkan Vegas' argument to be a stalling tactic. I have written repeatedly. Then please forward my messages internally. I have also repeatedly written to the email address mentioned. I need a summary of all my losses to the Vulkan and Ice Casino company. I have made that clear on a number of occasions. My email address is also known there

Ich halte das Vorbringen von Vulkan Vegas für eine reine Hinhaltetaktik. Ich habe wiederholt geschrieben. Dann mögen meine Nachrichten bitte intern weitergeleitet werden. Ich habe auch an die genannte MAiladresse bereits wiederholt geschrieben. Ich benötige eine Gesamtübersicht über alle meine Verluste an das Unternehmen mit Vulkan und Ice Casino. Das habe ich nun bereits wiederholt klar zum Ausdruck gebracht. Meine MAiladresse ist dort ebenfalls bekannt

Dear thomas3588

We've been informed by the GDPR officer that the requested data was sent to you on 27.09.2022

Please do let us know if you've received the e-mail.

Kind regards

You directed me to log in to you. This is not possible because you have blocked all my four accounts!!!!!! I want an overview of all my deposits in all four accounts

Sie haben mich darauf verwiesen, mich bei Ihnen einzuloggen. Das ist nicht möglich, da Sie meine vier Accounts alle gesperrt haben!!!!!! Ich will eine Übersicht aller meiner Einzahlungen in allen vier Accounts

Dear thomas3588

1) Can you please confirm you received the e-mail on 27.09.2022 ?

2) Can you please kindly provide a screenshot of where the GDPR officer requested you to get authorised?

Thank you for cooperation!

Kind regards

I received the email on September 27th. However, this only applies to one account. I have had a total of four accounts with you. I therefore ask for a list of all my payments to Vulkan and Ice Casino. With details of my losses

Die Mail habe ich am 27.09 erhalten. Diese bezieht sich jedoch nur auf ein Konto. Ich habe insgesamt vier Konten bei Ihnen gehabt. Ich bitte daher um eine Aufstellung aus der sämtliche meiner Zahlungen an Vulkan und Ice Casino draus hervorgehen. Mit Angabe meiner Verluste

Dear thomas3588

We are happy to provide the details, simply address your request to privacy@vulkanvegas.com

Thank you!

just send me a general overview to the e-mail address you know.

senden Sie mir doch einfach eine Gesamtübersicht an meine Ihnen bekannte Mailadresse.

Sorry, thomas3588

Did not quite understand your request above.

Can you please clarify?

Kind regards

no problem. I need an overview of all payments and losses to Vulkan and Ice Casino

kein Problem. Ich benötige eine Gesamtübersicht über alle Zahlungen und Verluste an Vulkan und an Ice Casino

Dear thomas3588

Since it's a GDPR-related request, we are kindly asking you to address the inquiry to privacy@vulkanvegas.com by sending an e-mail from the address you were registered at the project.

Thank you!

Kind regards

Dear thomas3588.

Could you please one more time send the request to privacy@vulkanvegas.com and please put my email into Cc? (matej@casino.guru)

I can confirm that thomas3588 sent the required email to privacy@vulkanvegas.com.

Hello,

We can confirm that the e-mail was received, again.

The person responsible is preparing an answer.

Kind regards

Dear thomas3588,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.