Vavada Casino - Player's account has been blocked.

Hello, I wanted to ask you to resolve the issue. I registered in Vawad. I threw $ 500, I played roulette, I won either $ 1800 or $ 2000. I can’t say for sure because it was 2 months ago. contact you. After that, I put on the withdrawal from me, they began to request all confirmations from me. After that, they asked me for the wallet number, the last digits and the amount of the deposit, I said everything, they told me you have duplicates and blocked, without explaining the reason. But this is my first time registering an account in VAVADE, I don't have an account there anymore

Dear Azatwwwooo,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Hello, no one from my family plays in the casino anymore. I did not use the bonus money. Perhaps the bonus was activated during the deposit, but I just played roulette.

Thank you for your reply, Azatwwwooo. Unfortunately, I have not received any communication between you and the casino. Could you please forward it so we can proceed with this complaint?

I did not receive anything in the mail about blocking my account. When I try to log in, it says that your account is blocked. Then, in the chat, they already confirmed that the account was blocked.

Thank you very much, Azatwwwooo, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Azatwwwooo,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Vavada Casino to join the conversation.

Dear Vavada Casino,

Can you please provide more information regarding the player's blocked account? Can you please forward any relevant evidence to back up your claim that the player has multiple accounts to my email michal.k@casino.guru

Hello Azatwwwooo! 

After reviewing your case carefully, we would like to clarify your situation once again.

To start with, our Security Service has conducted a check, during which we decided to request verification. Then you were asked for a wallet confirmation that you did not provide. You sent a support manager the link to the deposit. Though, we needed a payment link from which you replenished the wallet and made a deposit. This means that you have not verified that the funds belong to you. 

Besides, we kindly ask you to study the information in the "Terms and Conditions", section 6. It says you can be requested to conduct third-party background checks to protect against money laundering. It is this check you did not pass, so you were refused to provide services of the site, and the account was blocked. Since you deny belonging to other multiple accounts, we will send all information to Michal via email (michal.k@casino.guru) as evidence.

That's right, initially I didn’t send you where the money on my wallet came from. I told you, you can go in and see for yourself, since all wallet transactions are in the public domain. After that, you already changed the subject and didn’t ask anything about the wallet at all. ask from which wallet I made a deposit when you have already blocked your account. I told you all the information from which wallet I made. After which you already started saying that I have several accounts. That is, according to your logic, you have limited time to confirm the wallet? Even if I did not confirm, why are you blocking the account? Your terms and conditions do not say that I have to confirm the wallet within some time!

Thank you for the response, Vavada casino.

Dear Azatwwwooo,

As Vavada casino stated, you did not provide all sufficient information about your wallets and transactions yet.

Are you able to do that?

Hi Michal, 

Let me clarify some details for you. 

I used crypto wallet for my deposit. As you crypto wallets are anonymous. 

I provided them with deposit blockchain link and my cryptowallet address. 

Blockhain is fully transparent and they can see all my transactions. I have played in many casinos, and none of them ask for cryptowallet verification, since it is impossible. It very funny that Vavada supports know nothing about crypto. They ask me the source of funds on my wallet. It is my money, my savings. Michal i hope you are good at crypto and understand the 

absurdity of the situation.

Dear Azatwwwooo,

We have received evidence that indicates that more accounts are connected via payment transactions and as such is a breach of the above mentioned terms of Vavada Casino.

Sadly, so far you have not clearly explained all the transaction information to Vavada casino or to us. Without this, we won't be able to move with your complaint further.

What exactly is required of me, could you tell me? What documents and transactions are required from me?

Dear Azatwwwooo,

I have sent you an email, please respond to it

Michal, I answered you

Dear Azatwwwooo,

We have received strong evidence from Vavada casino, where more transactions are between your and other wallets and the funds are exchanged or used for deposits from or withdrawals to other wallets. Unfortunately, your answer is not sufficient. There is also the same or very similar gameplay,(bet amounts, same games, etc.) IP’s, and other similarities with a couple of other accounts were detected. This is against the casino’s terms and conditions, and this forces us to agree with the casino's decision. The casino has acted according to its terms and conditions.

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.