Vavada Casino - Player is complaining that his self-exclusion wasn’t successful.

Good afternoon, project https://kasinoazov.info/. Please consider the following situation.

Paragraph 10 of the Fair Play Code states that players experiencing problems with gambling should be able to exclude themselves from the casino when their hobby gets out of control. Players who exclude themselves must not be allowed to play until the end of the self-exclusion period.

VAVADA casino has the status of an even casino. I ask you to review this status in violation of the fair play code and commonplace decency.

I publish a complaint about the irresponsibility of the administration of the casino Vavada

According to paragraph 1 of the Rules resp. games hosted on the vavada website in the "responsible game" section, the operator must take and maintain appropriate measures to help prevent players from becoming addicted and to allow players who access the Websites to self-exclude

By virtue of paragraph 3 of the Rules games, at the request of the End User, as well as in case the health problems of the End User require, the Operator must ensure that the End User for a limited or unlimited period of time cannot use any services offered on any of the Sites that were registered by the Operator

Paragraph 5 of the Rules of the game it is determined that if self-exclusion measures are applied, the Operator or any of its Affiliates should not contact the End User with any information aimed at obtaining interest from the recipient in relation to the Operator's products and services

From the information available on the vavada website, it is indicated: Vavada Ltd. adheres to the policy of a responsible attitude to the game among its customers, the goal of the responsible game policy of Vavada Ltd. is to minimize the negative impact of gambling, the key objective of this policy is the prompt adoption of appropriate measures aimed at ensuring a responsible attitude to the game among customers, we will do our best to avoid the slightest problems that may arise during gambling.

Thus, the Vavada Casino Operator is fully responsible for complying with the rules of responsible gaming. The casino is required to comply with its own rules, including those related to responsible gaming, as well as the rules of the Curacao license.

Curacao's license rules also oblige the Operator to take and maintain appropriate measures to help prevent players from becoming addicted and allow players to self-exclude.

The list of accents (from earlier to later from the moment of registration):

1. 993 * 882/952 **** 079 - lost van without the right to rebuild due to gambling addiction;
2. Qu*sa15@mail.ru - zabl-van without the right to rebuild due to gambling addiction;
3. ma*arpa@gmail.com - forgotten without the right to rebuild due to gambling addiction;
4. mag*rpa@hotmail.com - forgotten without the right to rebuild due to gambling addiction;
5. anto*sov@hotmail.com - forgotten without the right to rebuild due to gambling addiction;
6. pok*am@yandex.ru - valid at the moment.

* email addresses are hidden

From the big picture, it becomes clear that I am a compulsive player. More than five self-blocked accounts due to gambling addiction. For each newly created account, there was permission from the operator / administration / personally Max

Thus, the Vavada administration knew that I had problems with the game and the inability to control it, but nonetheless it encouraged my illness every time, allowing me to create new accounts. The casino also allowed you to use welcome bonuses, which ultimately coupled with the game

led to a loss of control over their own behavior and, as a consequence, the state of psychological discomfort, irritation, anxiety

The casino has repeatedly violated its own rules and license rules. This violation is a serious violation.

Please explain the validity of accepting deposits from the above accounts

I consider the response of the administration a mockery. So cynical, irresponsible and formal answer I could not hear

Answer:

Dear player, good afternoon! The above points apply exclusively to the end user. In this case, each new account is the "unique" end user, upon handling which the administration takes measures for self-exclusion and blocks access to services.

For all requests, accounts were blocked.

When creating a new account, registration takes place by new email or phone number, which are also unique, and the operator will consider the treatment of this user as a new player.

We recommend that you do not create new email addresses and do not register accounts by phone numbers.

Respectfully,
Administration of online casino VAVADA

You are trying to fight your demons, you are visiting specialists to somehow break out of this vicious circle, and the casino is ready to allow you to create accounts and accept deposits. And you won’t be able to get these thoughts out of your head.

VAVADA casino is the only one from a huge number of projects who does this. A shame!

Dear Magni, 
Thank you very much for submitting your complaint. I can only imagine how frustrating this situation must be for you. Let me ask you a few questions to understand the situation better. Just to be sure, did you specifically state that you have a gaming problem when you closed your accounts? Or did you simply ask to close your account?

Thank you in advance for a reply.
Best regards,
Juli

Good afternoon. Thank you for your time.

Yes, after each blocking request, the casino asked the reason why I came to this decision. In 100% of cases, the reason was indicated as gambling addiction.

Thank you for you reply. Before we can move further with this case, I would like to ask you, do you have any evidence that would help us with the case? I mean any e-mails or live-chat screenshots, where it is clearly stated that you asked for a self-exclusion due to a gambling problem?

You can forward them here: yullia.k@casino.guru

Thanks for the answer.

Unfortunately, I didn’t save logs at the time of blocking, but I sent logs to your mail, where I contacted a representative of the casino 10 minutes ago.

If you familiarize yourself with it, then everything will immediately become clear.

Chat ended with the last phrase in the log, after that VAVADA casino blocked the chat and now it is not available to me (help button is inactive)

Also, if necessary, I can send all available documents to your mail. Unfortunately, the functionality of the complaint is limited by the possible number of attached documents.

We managed to contact the representative of the casino.  Also, we are now expecting more details from them. 
There is one more question for you. Did you use the same details (first and last name, date of birth) for registration?

Thanks for the answer.

Somewhere filled, somewhere not. At Wawada casino, filling in the fields in your account is optional. But if filled, then they corresponded to my data and were always identical.

1. 993 * 882/952 **** 079
2. Qu*sa15@mail.ru - Has been verified. There were conclusions
3. ma*arpa@gmail.com - There were conclusions
4. mag*rpa@hotmail.com
5. anto*sov@hotmail.com
6. pok*am@yandex.ru -Was verified. There were conclusions

Consequently, the casino was aware of the whole chain and the fact that it belongs to one owner. They do not deny this (I can attach a screen of dialogue with the operator)

Hello magni!

We are pleased that you have carefully reviewed our responsible gaming policy. We act in accordance with this provision, which contains recommendations on the prevention of gambling addiction, a description of problems with game behavior and information about institutions that advise players on issues of problem game behavior.

You have repeatedly used the opportunity of self-exclusion: as you recall, all applications for our support for unlocking accounts after deletion were rejected if they were submitted later than within a day from the date of the application for blocking.

According to the information posted in the Responsible Gaming section of our website, we adhere to the principle that the final decisions about the need to continue the game and the amount of the contribution are made only by the player. That is why the most effective prevention of the occurrence of gambling addiction is compliance with the rules of responsible play by the player and the player’s self-control over his inclinations.

Thus, our casino is responsible jointly with the player, and not contrary to his initiative. Obviously, the Operator cannot control your compliance with all the recommendations of a responsible game, as well as the registration of new emails and accounts.

You can find a list of your created accounts in the screenshot, as well as see the reason for the locks.

Further, in accordance with the liability policy, only certified professionals can diagnose gambling addiction. Your self-diagnosis cannot be a basis for us to completely ban the game on the site and / or to stop servicing your accounts on which you play anonymously.

You did not personally inform Max about problems with gaming addiction, as well as about all the accounts that you had on the site by February 26 of this year. There were also no chat messages about game addiction from you, the reason for blocking you was as follows: on the initiative of the player, without the right to recover. A screenshot with the proof of your initiative to register a new account and silence information about problematic game behavior is attached.

Not each of the five accounts received permission, because our site does not encourage the creation of numerous duplicates and abyuz start bonuses. In each case, you were silent about the existing problem and expressed an initiative to remain on the current account to continue the game.

In aggregate, your threats to create complaints against us and organize a website abus (attach a screenshot), silence information about problems in more than 50% of locks, as well as a request to Max to charge you a cashback for all blocked accounts, without an official diagnosis and evidence of visiting specialists For us, it looks like a cold calculation or an attempt to return your funds, while the site does not return the money spent due to the nature of the service in accordance with clause 9.6. Terms and conditions of use of the site, the consent and familiarization with which you accepted 7 times when registering 7 accounts.

Argument:

You did not personally inform Max about problems with gaming addiction, as well as about all the accounts that you had on the site by February 26 of this year. There were also no chat messages about game addiction from you, the reason for blocking you was as follows: on the initiative of the player, without the right to recover. A screenshot with the proof of your initiative to register a new account and silence information about problematic game behavior is attached.

There is no point in reading further, because you are lying insolently. You pulled out you need to read out of context and inserted them. Please send full dialogs to my mail. You won’t do it? Yes?) Because your position will immediately fail.

Dear casino gurus, could you speak out about the fact that the casino refuses to provide the player with the logs of its correspondence? But at the same time she pulls out the phrases she needs from this correspondence! How appropriate is this?

I also completely authorize you to forward all dialogues to the administration of the casino guru for analysis. If you do not provide them to me, I ask you to send the administration for a verdict. I trust them. And you do not, your place in the black list. And by what methods you are now trying to avoid responsibility, it only says that you still remained in the days of your "scripts". Gray and semi-legal.

As part of our responsible gaming policy, gambling addiction can only be diagnosed by a specialist. You do not provide any evidence that you have already been diagnosed.

The screenshots that we provided fully reflect the essence of your communication with support: endless requests to consider an individual bonus, promises not to create new accounts and stay on the current one, threats and insulting statements about the casino.

We also found a message from our manager warning that multi-accounts are prohibited in our casino. Recall that under the Terms and Conditions of use of the site, the casino does not return initial deposits if it is determined that duplicate gaming accounts were created with the intention of deceiving the casino (clause 5.6. Of the Terms and Conditions).

Since you are attracting Casino Guru as a third party to resolve this issue, we will provide the administrator with a complete history of your requests to our support from all accounts. Thanks for your permission!

We are waiting for your comment with proof of the real existence of problems with game behavior, because at the moment your behavior on the site looks like an abus of starting bonuses.

you a lot that may seem. The fact that you are trying to make me a scammer is not even surprising. Your approach to responsible play and irresponsibility speaks volumes. You like to cash in on compulsive players.

Do those quotes taken out of context surprise you? In my opinion, in the first message I said that your irresponsibility led to the fact that I lost control of myself and broke. What exactly shocking you?

We will wait for the discussion of guru casino dialogs.

to casino guru, please see the dialogs of each account, after a request for permanent blocking, you will see the reason, which will be in 100% case - a game addiction.

And then we continue.

You have a lot that may seem. The fact that you are trying to make me a scammer is not even surprising. Your approach to responsible play and irresponsibility speaks volumes. You like to cash in on compulsive players.

Do those quotes taken out of context surprise you? In my opinion, in the first message I said that your irresponsibility led to the fact that I lost control of myself and broke. What exactly shocking you?

Would all this be if you did what you were supposed to do according to the rules? No, it was not.

What evidence of gambling addiction are we talking about? What do you provide? Group visit? Registration on a specialized forum? What kind of absurdity? The only proof you needed was a desire to block your account due to addiction, therefore

We will wait for the discussion of guru casino dialogs.

to casino guru, please see the dialogs of each account, after a request for permanent blocking, you will see the reason, which will be in 100% case - a game addiction.

And then we continue.

Dear Magni.

We have just finished with the investigation. Unfortunately, we are sorry to inform you but we are forced to reject your case. The Vavada Casino has provided us with relevant information that you have never mentioned the gambling problem which is mandatory.

Best regards, Jozef

Casino.Guru