Vave Casino - Player's winnings have been confiscated after account closure.

Unfair Account Closure and Confiscation of Winnings Due to Incorrect KYC Deadline Calculation

I am filing this complaint against Vave Casino regarding the unjust confiscation of my legitimate balance and winnings based on a completely false claim of exceeding a verification deadline.

Timeline of Events:

• August 24: I requested a withdrawal on Vave Casino.
• August 29: Since my withdrawal was still pending without any update, I proactively emailed their support asking if KYC documents were required. Support replied that they forwarded my query.
• August 31 (10:56 AM): Vave Support (security@vave.com) sent the official request for my ID and Proof of Address. This was the starting date of the verification period.
• September 7: Just 7 days after their initial document request, Vave sent an email stating my account was permanently closed and my winnings confiscated because I "failed to submit documents within the 2-week deadline."

The Core Issue: Vave's own Terms & Conditions state that players have 2 weeks (14 days) to complete the verification process. However, Vave confiscated my funds after only 7 days from their official request. I submitted my documents (ID and proof of address) well within the permitted timeframe.

When I contacted support to point out that only 7 days had passed since their request, they acknowledged my dates but refused to rectify the mistake, simply stating that the administration's decision was final.

This is a clear calculation error and an unfair confiscation of funds. I have full screenshot evidence of all email exchanges, timestamped requests, and submitted documents.

Requested Resolution: I request Casino Guru's mediation to ask Vave Casino to correct this mistake, verify my submitted documents, and release my full balance and winnings for withdrawal.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• When exactly did you submit the requested KYC documents?
• Additionally, could you please provide evidence showing the exact date when the 14-day KYC timeframe officially began? In particular, please forward the casino's initial KYC request or any communication confirming when you were first asked to submit the verification documents.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue as well? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru