The player from Germany had won approximately €4600 or 19000 TRX at Vave Casino after making a 'Raw Cash' deposit but found that over 8000 TRX had been deducted from his balance due to bonus usage, which he had not used. Subsequently, the casino closed his account without explanation, and he sought clarity on the deduction and closure. The complaint was marked as resolved by the player, and the Complaints Team confirmed the resolution without providing further details on the outcome. The player was encouraged to reach out again if future issues arose.
Vave Casino - Player's account has been closed without reason.
Resolved
Our verdict
Case closed
Amount: €1,900
Vave Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Hello,
I recently opened an account at Vave Casino and won approximately €4600 or 19000 TRX. This money was won after a "Raw Cash" deposit.
When I tried to withdraw this money, over 8000 TRX were deducted from my balance, which was apparently justified by bonus usage (even though I hadn't used any bonus on this deposit), so I was only able to withdraw around 11000 TRX.
Since then, the casino has closed my account without giving any reason.
I would like an explanation from the casino regarding what happened to the approximately 8000 TRX and both why I did not receive them, and why my account was closed without reason.
Thank you and best regards
Automatic translation:
Public
Public
2 months ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
Public
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2 months ago
Dear gandhi1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Is it possible the bonus was added automatically after you made the deposit??
- Have you claimed any bonuses on your account prior to this incident? If so, please provide the details.
- Could you clarify the date when you made the deposit and the withdrawal request?
Best regards
Petra
Public
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2 months ago
Translation
Hello Petra,
- exclusively slot games in the betting range of 2-3 euros
- No, no bonus should have been credited through this deposit.
Yes, I had an active bonus before this deposit, but I've used it up. Otherwise, only bonuses that allow credit after a certain wagering requirement are active (e.g., wager €1000 and then you can add €5 to your balance).
- The date was December 6, 2025, for both incoming and outgoing payments.
Thanks and regards
Steffen
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Public
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2 months ago
Translation
Or rather, here's the exact procedure again.
December 6th: Deposit (without bonus activation) of approximately 300 euros, from which I then made/won approximately 4600.
December 7th: I requested a withdrawal of €4600. The casino rejected the withdrawal on the same day and canceled approximately €1900 of my winnings. I then requested the remaining €2700 again and received it.
Automatic translation:
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear gandhi1988,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
