Vavada Casino - Player's account was blocked.

Hello Casino Guru

my name is ADRIAN-SORIN

I registered at VAVADA and made a deposit in cryptocurrency 0.03718 BTC (approximately 900 EUR).

I played only Nolimit City slots, this time i was lucky and won 6000 EUR.

I tried to withdraw my winnings , casino requested to upload document and selfie with a document. I uploaded.

After that my account was blocked and I was unable to access it.

I contacted customer support, their answers were :

"The account was blocked for violating the rules of our project, the deposit and winnings were canceled."

"Our security service detected violations, which is why the account was blocked."

"Violations were identified in terms of creating duplicates."

"Our internal security service has identified a number of suspicious accounts with the same behavioral characteristics. Accounts have been blocked and will be continued getting blocked if any new would be created. That's a total information on your case."

"Please, have a look on our Terms and Conditions, paragraph 16. Whether those suspicious accounts have one owner or a few - we do not have this information, bu after all, a violation was found."

I have just registered at VAVADA for first time and played Nolimit slots.

Casino Guru please assist me in this situation.

Dear ADRIANPUFAN,

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? Could you please advise which documents you submitted for account verification?

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

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,

Tomas

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

No , I live and play alone in my household. I only registered one account on 13.06.2023. Regarding IP address , probably NO.

Could you please advise which documents you submitted for account verification?

I submitted my ID card and Selfie with ID card.

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

I accumulated my winnings without bonus.

Thank you very much, ADRIANPUFAN, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 ADRIANPUFAN,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Vavada Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vavada Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello ADRIANPUFAN,

Thank you for the information you have provided. Your account was blocked by our security service due to violation of the project rules. I've sent all the evidence to the representative of Casino Guru forum (tomas.k@casino.guru).

Sincerely,

Vavada representative

Dear ADRIANPUFAN,

I was provided with evidence confirming suspicions regarding multiple accounts in connection with an AML policy breach. Therefore, I'm afraid we don't have such insight to deal with a situation like this one. After a discussion with my team, we have decided to rule this complaint out of our competence and ask you to file a complaint with the gambling authority:

Antillephone N.V. (Curacao): complaints@gaminglicences.com and/or certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

Kindly let us know if you are willing to file a complaint with them. Otherwise, we will have to reject this case.

Thank you for understanding.

Kind regards,

Tomas

Hello Casino Guru

yes, i write email about this situation and wait for regulator (gambling authority) answer, thanks.

Thank you, ADRIANPUFAN, for informing us.

As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’.

I’d like to kindly ask you to let us know once you have received a reply from the authority.

My e-mail address is tomas.k@casino.guru.

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Kind regards,

Tomas

Dear ADRIANPUFAN,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas