Vavada Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I emailed them to have my account blocked in march as I had a problem gambling as a result of my addiction I tried to log in a few weeks later I was logged in straight away and able to deposit over €1000 i contacted them via chat to ask why my account was not blocked they said at first I created another account and that they didn't know which one to block and this is why my account wasn't blocked, then they said it was because I didn't state I had a problem gambling in the email as I said I stated in live chat I had a problem gambling yet they were willing to keep my account open and kept mentioning I would loose all bonuses as I had cashback, I believe they breach there responsibility gambling terms and conditions which resulted in me loosing money that i could not afford to spend i do acknowledge i have to take some responsibility as I deposited but as stated in there terms and conditions they have measures to keep players safe which they did not do for me, also I have been with this casino since December 2021 and my biggest win has been €100 in live casino and €80 on slots, there are many better casinos out there with a lot more to offer but I had self excluded from and never been able to access again unfortunately this one I could and due to my addiction I could not help play there as I could not access any others because there self exclusion actually works, just to add they do not have limit options only self exclusion which as I stated previously did not even stop access to my account STAY AWAY

Dear martinshinea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Meanwhile, I have checked the terms and conditions on the website, and this is what I found (here):

18.1. You may terminate your Personal Account, as well as remove your username and password by sending a request by email to the address: admin@vavada.net.

18.2. You remain responsible for any and all activities in your Personal Account from the time you submit your request to terminate your account until you receive confirmation from us that your account has been closed and deleted.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you, martinshinea, for your email. Unfortunately, without any supporting evidence, we are unable to proceed with your complaint. We recommend all players who plan to request self-exclusion to keep records of their correspondence with the casino as evidence. We apologize for any inconvenience this may cause and hope this serves as a reminder to keep records of all communication for future reference.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear martinshinea,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.