Vavada Casino - Player’s account has been suspended.

November 23d 2021 year I've created account in Vavada casino. During several hours I made three deposits in the total amount of 5727$. They were all lost in three or two hours in Black Jack in live casino tables. The rest of that money after the session was 80$ real cash. I lost them few days later. December 1st I wanted to check if the 10% cash back was credited to my account. I found, that the casino blocked the access to my account. After my request to my personal manager in telegramm chat I got the next explanation. He told me I've break several rules of the casino, in fact he accuse me of fraud ( items 16.5 and 16.1.6 of their rules on the website). When i asked manager to provide me evidences, he said that the casino would not provide any information concerning to my case and that pointing to the rules items is more than enough for me.

Dear arakelov1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if your account was successfully verified previously?

Were you advised specifically which rule has been broken and why your account got suspended? I have checked the general terms and conditions for the beforementioned paragraphs but they’re too vague and refer to too many possible collusions.

(here)

"16. FRAUD, CHEATING, COLLUSION AND CRIMINAL ACTIVITY

...

16.1.6. using special game strategies for illegal profit or money laundering.

...

16.5. The Company has the right at any time without prior notice to refuse access to the Website or to suspend access to the Personal Account if we suspect fraudulent activity. We have no obligation to return or compensate you for the funds deposited to your account at that time. We may report to the proper authorities and you are under obligation to cooperate with the Company in the investigation process."

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Thank you very much, arakelov1976, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear arakelov1976,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Vavada Casino to join this thread and clarify the situation. Any relevant evidence can be forwarded to andrej.p@casino.guru.

Hello arakelov1976! Let us explain you the reason of our decision, especially the reason of the account block. Our colleagues have got the email from the Evolution Gaming provider saying you used the tactic of the opposite bets but it's not allowed (it set out in our Terms and Conditions: 16.1.6 and 16.5.).

Based on this information we've checked your game by ourselves and found the signs of prohibited tactic usage, that's why your account was blocked.

In that case we're willing to go to the extra mile and unblock the account under the condition that you won't do any unlawful acts anymore. We will monitor your game and in the event of a repeated usage of tactic of the opposite bets will be forced to block your account permanently and nullify your winnings and deposits.

Good day, Andrej!

I'm glad to hear, that my account can be unblocked now. I still have some questions about current case. The representative of the casino reported here that I used the tactic of the opposite bets. The rep also said that that this information came from Evolution and that this tactic is prohibited according to the rules of Vavada casino. I really want to read the original of this letter, but I doubt that this letter have ever existed, at least with the content interpreted by the casino. I'd like to clarify from where I have such doubts. The opposite bets, in my mind, are the bets on the opposite chances in the games like Baccarat or Roulette. I admit that may be there could be some circumstances where the person may be suspected in fraudulence, if he bets on banker or player in Baccarat. But I can't understand what does this have to do with me? I didn't play card games where these bets were possible. I've never heard about the possibility of opposite betting in slots or BJ tables by Evolution provider. I would like to get clarification about this issue, because in fact I was accused in fraudulence and then just got an explanation about opposite bets. I'll be grateful to the casino if it provides evidence of existence the letter from Evolution provider and also the evidence of my player activity using opposite bets. If I had lost my deposit in the game where the opposite bets were possible, then the essence of suspicion would be clear for me. But 99.8% of my money was lost on BJ tables, only few dollars of real money and welcome bonus in slots. The reply of the casino at least needs clarification. And of course the question about cash back still remains in force.

Hello. We can't publish the email of the provider in this complaint due to objective reasons, but we're ready to bring it to the site administrator for the introduction and confirmation of our words. Please tell us, who we can send this email?

We also intend to solve this complaint as quickly as possible and don't want to make any inconvenience to the player.

For the casino representative.

Thank you, Vavada Casino team, for the reply. Any relevant information can be forwarded to andrej.p@casino.guru. In addition, could you please address arakelov1976’s concerns regarding the cashback offer?

Arakelov1976, I perfectly understand your experience and your questions. But the decision to block was made due to the provider's notification of a violation of the terms of the game, which we cannot ignore. The provider wrote to us HIMSELF, but we will try to solve your problem as soon as possible. 

As for the cashback, you will be able to win it back after unlocking your account, to begin with, we suggest that the site administrator familiarize himself with our letter. 

The letter was sent to the forum administrator.

We have removed the lock from your account, you can return to the game and win back cashback. Please do not attempt to use strategies, otherwise we will be forced to block your account and withhold funds. 

We wish you a pleasant game!

Hello! My account is unblocked now and the cash back is credited. But I’m still not satisfied enough with the results of proceedings currently. Things that were not clear from the beginning are still not clear. What is prohibited for me? What brought me to the blocking of my account? Andrej, may be you understand?) I believe that to keep playing without understanding the rules makes no sense. The representative of casino warns me, that if I use strategies, then my account will be blocked again. But my opinion is that any game inextricably linked with the concept of strategy. You use strategy, no matter which game you play, just because you play. The strategy can be passive or active, with great winning chances or without any chances at all, but the strategy always exist in any kind or form. Apparently either casino representative should explain what he means or this his explanation makes no sense. If I had broken some rules, then let the casino explain me what exactly. Let the casino explain me things so that can fully understand them. If there was no violation then I would like to get an apology from the casino side and the extension of the term of wagering my cashback.

Hello Andrej! Have you already seen that wonderful letter from the provider to casino about my opposite bets?

Thank you, Vavada Casino team, arakelov1976, for your replies.

Dear arakelov1976,

According to the information provided by the casino via e-mail, after analysis of your gameplay, the game provider detected your use of a card-counting strategy in Live Blackjack. After the casino team was notified about this, your account was blocked.

In Casino Guru, we do not consider the use of card-counting strategies as a sufficient reason to confiscate any funds as it can be easily detected, and the advantage a player can gain by its use is negligeable, therefore, we consider the proceedings of the casino to be correct in this case.

Dear casino team,

Could you please comment on arakelov1976’s request? Can the duration of the time frame to complete the wagering requirement of the cashback be extended?

Hello. I’ve already wagered cashback and moreover, I’ve withdrawn money from my account, since I no longer plan to play at this casino. The casino behaves boorishly and does not want to pay without making it public, where it should be according to all obscene norms. I would like to hear an apology from the casino, but I don’t really expect to receive it. Besides, I don’t understand why this letter from the provider is so secret that I can’t see it? I would still like to verify its authenticity. From my point of view, the casino is trying to illegally take money from people, referring to the provider. I will explain how this happens. I play a near-zero game and count cards. Let's imagine I lost. That’s an excellent result for the casino. If I win, the casino doesn’t pay and refers to the fact that the provider told them something. A win-win strategy, so to speak. Andrej, a question for you. If I want to verify the authenticity of a letter from a provider, what options do I have for this?

A small addition to the portrait of the casino. The rules say: "Wagering a deposit bonus x35. During the active bonus, money from the real balance is transferred to the bonus balance when the bets are won. If you try to cancel the bonus, the entire bonus balance will be burned." Well, I signed up for it. But where is a paragraph in the rules about bonus wagering is possible only in slots? Thus you make a deposit, activate a bonus, play in a live casino. The money flowed from the real account to the bonus balance. The bonus can be canceled only with the loss of those winnings that were already there. The bonus is not laundered, welcome to the slots. So, the rules written with insufficient information make it possible for the casino to deceive people who are not yet aware of how vavada casino conducts its business.

Dear arakelov1976,

Could you please advise if you are aware of employing a card-counting strategy during your gameplay? In case the casino had decided to confiscate your balance based on the existing findings, we would consider that unfair.

Unfortunately, I cannot forward the information that was provided by the casino as any such information is considered strictly confidential. In case you have concerns regarding the authenticity of the statement from the game provider, I can recommend contacting the casino’s Licensing Authority (Curacao Antillephone). Please let me know if you decide to do so and our assistance is needed.

Regarding the remarks you mentioned in the second half of your comment – We consider the fact that even winnings from bets made using real money are credited to the bonus balance to be very user-unfriendly. We do not penalize for such a policy, but we believe that players should be properly warned about this fact before being allowed to claim a bonus. Lastly, allowing players to only wager bonuses on slot games is not something unusual in an online casino, and in case this policy is enforced by software (meaning that placing bets in games that are restricted while playing with a bonus is not possible), we do not consider this to be unfair, however, we believe that the policy should also be described in Bonus terms so that players know exactly what they are signing up for.

Our recommendation to Vavada Casino is to revise these remarks.

Good day. As I've said later, I had gotten a cashback already, laundered it and made withdrawal. If I have an opportunity to check for authenticity the letter from the provider, then I'll be fully satisfied. I know, you have no right to show me it and I don't ask you to do this. I want to initiate the checking process of that letter by the provider. I have very strong doubts that the provider really composed it.

Dear arakelov1976,

Since the casino did not comment on your remarks regarding the authenticity of the statement, I can only recommend contacting the casino’s regulator, however, we believe there is no reason for such concern.

As the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you for using the Casino Guru complaint resolution center and please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru