Vavada Casino - Player's account has been closed without explanation.

About 10 days ago, I registered and received a bonus, which I used to win at a slot game.

After fulfilling the wagering requirements and playing adequately, I submitted a withdrawal request, only to find my account blocked.

Thinking this was a mistake, I reached out for support and received an email with accusations I was unaware of. I am attaching the contents.

Could you please contact the casino and help resolve this issue?

Dear niipoppo,

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 confirm that you have passed the KYC verification?

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

Did they block your casino account due to suspicions of bonus hunting/abuse?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

KYC is not required and has not been passed

I was playing alone, with no family or friends nearby.

I received an email saying that I was creating a one-day account. I will forward the correspondence with the casino for more details. Please confirm.

Hello niipoppo ,

Your account was blocked by our security service for creating multiple one-day accounts to abuse the casino.

We've identified a number of patterns that clearly indicate fraudulent activity.

In this case, we've refunded your deposit. However, the winnings are non-refundable.

On top of that, we're ready to provide the Casino Guru team with all the evidence. Could you please share the email address to which I should send the file? Thank you in advance!

Thank you very much, niipoppo, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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 Dominika,

Thank you for the information! I've just sent an email to Pavel  (pavel.k@casino.guru).

Thank you, Vavada Casino!

 niipoppo, we will investigate and come back with an answer next week. Thank you for your patience!

niipoppo,

we have received evidence from the casino that confirms their claims. Unfortunately, we do not consider such behaviour as fair. Therefore, I must reject your complaint.