Vavada Casino - Pelaaja korostaa itsensä poissulkemisvaihtoehdon puuttumista.

I lost 19,500 PLN. I have a gambling problem and wanted to self-exclude, but on the Vavada casino website, there's no easy self-exclusion option. The chat user claims there is, but I can't find it. There's also no option for any limits or anything like that. I think casinos should have something like that. Because I couldn't easily exclude myself, I lost my funds. I contacted the casino requesting a refund via chat. I've attached screenshots, but to no avail. Please help. Casinos should have an easy self-exclusion option, and it should be easy to set limits to avoid losing too much money. I also haven't received any warning that I'm depositing large amounts of money and that the source of the money hasn't been verified. For a casino of this caliber, this is absurd.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vavada Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the account is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

Since this casino does not have an option to self exclude in your player's account, I would recommend that you send an email, and this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to a gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Vavada Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email support@vavada.net (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

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Thank you for your patience, and stay safe.

Hi.

I wanted to exclude myself before I lost money, but now it doesn't matter because there's nothing to lose. However, I contacted the website and I don't want to refund the funds despite the improper implementation of self-exclusion or limits. The thing is, the self-exclusion is on the "home" page, but when you log in, you're redirected to a mirror of the home page, which doesn't have this self-exclusion. This is absurd and implemented specifically to prevent people from easily self-excluding themselves. Why couldn't self-exclusion be implemented on the mirror site? I sent you additional information to your email address. Screenshots and more.

Do I understand correctly that the account is still accessible to you?

-> Yes I dont self exluded myself now becuase i lost my money and wanna have access to logs or chats with casino.

Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

> UP

Could you please advise when was the last time the casino allowed you to deposit?

> yesterday around 16:40 - 17:14 Polish Time i lost this amount of money because i have impulse. I trying before looking for self exlusion option on page but there is none in my profile etc.

Hello,

thank you for your email and message.

Do I understand correctly that you are no longer interested in the self exclusion?

Is there anything else you would like to share in this complaint?

Looking forward to your reply,

Katarina

Hello,

> Do I understand correctly that you are no longer interested in the self exclusion?

Of course i'm interested, i lost everything i have right now, and i dont wanna lost access to chats with casino etc. but yes i want.

> Is there anything else you would like to share in this complaint?

Yes i speak alot with casino like i send u information. And casino have self-exlusion on some different page, but after login in casino redirect on different page (mirror) which does not have self exlusion option as i share with u.

I believe this is specifically designed so that you cannot easily self-exclude after winning or losing. because what the other reason could be? they implement on this mirror pages everything like withdraws, game,s deposits, but not implemented this one thing? Also limits can help people who have problem with gambling especially impulsive gamblers. If there are self-exlusion option i will self exluded me few weeks ago after first time played in the vavada casino. I will look forward to response from casino. Also they provided me i can self-exlude myself on vavada.com but this page is not working. I will share screenshot with you on the e-mail.

Hello,

thank you for your emails and message.

Regarding self-exclusion, I strongly advise you to send the email I provided in my previous response. I understand you wish to access your live chat logs, which you can download or screenshot for your records. I must emphasize the importance of this step, as it may help prevent further financial losses and associated negative impacts on your life. While it may seem difficult, it is a crucial step in your recovery.

Having reviewed your communication with the casino, it appears a self-exclusion option was offered to you. As you did not accept it at the time, I am concerned about the potential recovery of your funds.

Concerning the casino's internal responsible gambling policy, I regret to inform you that we are unable to intervene. While we encourage casinos to offer easily accessible self-exclusion options, we lack the authority to dictate their policies on self-exclusion and gambling problems. According to my information, this casino does offer a self-exclusion option, which is a positive sign. They may implement further responsible gambling tools, such as deposit or time limits, in the future, which would be beneficial. However, we cannot influence their current rules, which you accepted upon registration.

Please notify me once the email has been sent and include me in the copy. My email address is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

But this casino does not offer easy self exclusion on the page, the lied that the option is there but is not. When writing to chat you need to wait a long time probably to get self what led to financial harm and losses. I send u also a video that the page they given not work properly. So they do not offer easy option. This is a special trick to make people lose more, because what reason is there not to implement simple self-exclusion?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear henio029224,

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,

Katarina