The player from Palestine had been blocked from accessing their Vavada Casino account because their country was on the restricted list. Despite being told they could select any country when they registered and having made deposits totaling more than $2,000, efforts to obtain a refund had so far failed. The player's account had been technically verified as the casino did not ask for any verification. The player had no balance in the account when it was closed. We concluded that the casino could close an account with zero balance without any reason given. Due to this, the complaint was rejected.
Vavada Casino - Player in restricted country faces account blockages.
Amount: $2,000
Vavada Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Dear Team, on the 10th Of August 2023 I registered an Account at Vavada Casino. While registering, I was not asked about the country I live in. I made many deposit at their website, a total of minimum $2,000.
On 17/03/2024 , I entered my profile but did not find my country name. So I sent them an email regarding this issue but they replied saying " you can choose any country, it does not matter !!!".
Today i was trying to log in but i got a message saying:" forbidden". So i went to see their terms and conditions and found out that i was playing from a restricted country ! This is written in their terms and conditions 4.4 , and I also have a screenshot .
Although i asked them before but they said" you can choose any country that suits"!
I don't know why they give you the possibility to choose a land which is not allowed to play.
they did Take over $2,000 from me, against their own Terms and conditions. They should not have allowed me to Register or even Not allowed the Transactions.
I asked them to refund my deposits but they refused . In my mind, this is unfair and Not correct, they were Not allowed to accept me AS a Player neither to accept my deposits.
Can you Help me please?
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6 months ago
Hello natashacbet,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vavada Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How much did you deposit and how much was your balance when they closed your account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Vavada Casino does not ask for any verification. So my account is technically verified. I have made exactly 2390$ of deposits. I have 0$ balance but if i had won, they would have withhold the balance. How can they accept registration and deposits from a clearly restricted country and wrote in their own terms and conditions!!! When I asked them, they said " you can choose any county that suits "!!
last time i spoke to the casino was 2 weeks ago about a permanent closure to account but they never answered my email
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6 months ago
Hello natashacbet,
If you had zero balance on your account, the casino can close it without any reason given. If you would have any, the case would be different as they should pay out the remaining balance.
Based on the above stated fact, the complaint will be now rejected.
Best regards,
Nick
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6 months ago
Are you for real??? The account is reopned again and i can still play and make deposits .
the casino acted against their own terms and conditions! They mentioned that they will never accept any deposit from restricted countries but they accepted deposits of 2400$!!!! They breached their own terms and conditions!!! If i had won, they would never payed me anything
