Vave Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

I am a player from Ukraine. I made a deposit of 800 dollars in total to this company. I bet on sports and roulette and my balance became 2155 dollars. I put the entire amount for withdrawal and waited for the withdrawal. During the whole time they told me in the chat to wait. I decided to check the mail where they asked me for documents. Why did they say that I have only 14 days to send them. They sent me a letter on February 12 and I sent the documents on the 23rd. That is, even according to their ridiculous rules, I met the deadline. Today, on the 26th, I received a letter that I did not pass verification and 1355 dollars were stolen from me. Help me sort out the situation and return my honestly earned winnings.

я игрок из украины. на данную контору я сделал депозит суммарно в размере 800 долларов. я сделал ставки на спорт и в рулетку и мой баланс стал 2155 долларов. я поставил всю сумму на вывод и ждал вывода. в течении всего времени мне в чате говорили ожидать. я решил проверить почту где у меня запросили документы. почему они сказали что у меня срок на отправку всего 14 дней. письмо они мне прислали 12 февраля а документы я отправил 23 числа. то есть даже по их нелепым правилам я уложился в срок. сегодня 26 числа мне пришло письмо что я не прошёл верификацию и у меня украли 1355 долларов. помогите разобраться с ситуацией и вернуть мой честно заработанный выигрыш.

Dear octaviaprice68,

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.

• Could you please advise which documents you have already provided?
• Have you provided all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

They asked me for a photo of my document and a bank statement. I sent them a photo of my ID from both sides and a bank statement in PDF format.

I didn't use any bonuses

Thank you very much for your reply, octaviaprice68. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I just now saw that they said that I didn't send them any documents. But I did! I'm attaching screenshots of their response and the documents I sent.

Have you tried explaining this situation to the casino and providing the documents again? What was their reaction?

Recently they asked me for documents again. I sent them everything again. They haven't responded yet. They still haven't returned my balance, they only left the amount of deposits

Thank you very much, octaviaprice68, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear octaviaprice68, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear Vave Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can octaviaprice68 expect their account to be verified?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear octaviaprice68 and Natalia,

Thank you both for your patience and understanding.

We are currently in the process of reviewing all the details related to the case and will need a bit more time to resolve everything. Please rest assured that we are working diligently to clarify the situation.

Thank you again for your cooperation, and we look forward to resolving this matter soon.

Best regards,

Vave Casino

Thank you for the response, Vave Casino. I'll extend the timer for 7 more days. Hopefully, we'll hear updates from you within this timeframe.

Dear all,

Thank you for patience.

We have requested the necessary documents from the player, but they have not provided them yet. We are still waiting for their response in order to proceed with the resolution.

Please let us know if you need any further details.

Best regards,

Vave Casino

Dear octaviaprice68, please let us know if you received any email from the casino requesting new documentation.

Dear Vave Casino, can you please also specify in the complaint thread what additional documents were requested from the player?

i send it

Dear Vave Casino, please, let us know if you have received the requested information from the player and can proceed with the verification of his account.

Dear All,

We have sent all the evidence to Natalia.

Should you need any further information, please don't hesitate to reach out.

Best regards,

Vave Casino

Thank you for the email, Vave Casino.

Dear octaviaprice68, we have received the evidence from the casino that the documentation you provided for verification was forged. Unfortunately, we cannot stand on your side in this case, as your actions were fraudulent. Please be informed that providing fake documents or documents that do not belong to you is forbidden in all online casinos.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia