Vave Casino - Player's withdrawal has been delayed.

I initially won around 60 euros after depositing no more than sometning like 15 euros to begin with. I tried to withdraw this in LTC as I do and most days when I play. I received the normal "your withdrawal has been approved" email, but then the funds bounced back into my account and it was then marked as declined. I continued to then play and I’ve managed to work my way up to around 273 euros, and I have tried to withdraw multiple times with the same result. I then reached out to vave support who told me that their payment provider called "HeroPay" was down and not working. I found this to be a lie as I checked myself what HeroPay status was and there was no issues and it was indeed not down. I was then told that vave was experiencing technical issues and to rest assured my withdrawal would be dealt with. I’ve been told multiple stories by chat support agents. And today (day 3) of trying, I was told that my account is under review by the security team and is being thoroughly checked, so this is yet another different story to what I’ve been told earlier today and yesterday and the day before. I feel lied to and disrespected by the different stories that clearly have no truth to them. I made sure I wagered way over the wagering requirements, I’ve asked if my account needs any more verification and was told no it doesn’t need any more up to date verification. So what is the issue with me trying to withdraw winnings that I won from my own deposit of money, not bonus money or anything like that. The different made up stories and inconsistencies in the information I have received is seriously frustrating. I’m a long term customer with Vave but I wouldn’t recommend anyone to gamble here now. Truly dissatisfied with the process. It’s funny that they are happy to allow me to deposit more and play more though, but not access my own LTC that I won using my own money.

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Dear Kw1998,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to be fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas