Vavada Casino - Player’s deposit is delayed.

Yesterday, I deposited $52 via USD (ERC20). I contacted support, and they keep telling me to wait. Initially, they said 3 hours, but now they say they don't know how long it will take.

Proof of payment: https://etherscan.io/tx/0xe96efc730340069d7338318dd9ca77a34dc7c9252a62a5596e5679961d98fe38

Dear lestrabusiness, 

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 to clarify the situation.

Is this your first deposit in this casino?

Have you made sure to deposit an amount that is higher than the minimum allowed deposit for your specific currency?

Could you kindly specify what wallet you used for your deposit transfer?

I hope we will be able to help you to resolve this issue as soon as possible. I am looking forward to hearing from you soon. 

Best regards

Veronika

This is not the first deposit, I have been paying for a year if not more and I have had no problems

Yes, it is greater than the minimum

USDC(erc20)

To every message for information, they briefly say the same no and close the dialog, I really don't understand, for that much, something more can be said if everything is sent nicely, I'm waiting and plus, no one is interested and doesn't respond, come on, I'm new or something like that, I don't know how they think to keep people like this. That they keep the money with them and do not forward it to the account as it should be unbelievable.

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the lost transaction at veronika.l@casino.guru. Alternatively, you may post screenshots here.

Why did they have the possibility of a deposit with usdc if they do not support it? And I would like to receive money on the account as much as I paid, if I can't get the whole amount, let them refund me to my wallet

now they are writing to me that they will take 5 usd because there is "no" option for payment, here it is and it was and is still on the site, they received the money and now they are saying that they don't have that option, this is completely unprofessional, support

he doesn't know the difference and still insists that he doesn't have that cryptocurrency, but there is on the site

Please understand that the variety and availability of payment methods are not managed solely by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a significant influence. Moreover, a payment method can be discontinued at any time, and unfortunately, casinos are sometimes powerless and limited in the payment methods they can offer to their customers.

Do I understand correctly that you can still see USDC available for depositing? If so, could you please post a screenshot with today's date and the payment methods currently available in your account?

Is USDT the only currency option you can convert your deposit into? Has the casino suggested any other currencies that might offer a lower conversion fee?

I told them to give me money, they took 6 usd, I will not use this casino anymore and this is a disappointment, here is the video:

https://streamable.com/090gzt

Thank you very much, lestrabusiness, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you lestrabusiness for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vavada Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Hello lestrabusiness ,

We're sorry to hear about your unpleasant experience on our website. Please let us elaborate on your case.

`To start with, you tried to make a deposit using the ERC-20 network. However, you used the wrong currency, depositing USDC instead of USDT. Our platform currently doesn't support USDC. In fact, if you go to the wallet section and look at all the available crypto options, you'll see that USDC is not listed anywhere.

For clarity, I’m attaching screenshots showing USDT TRC-20 and USDT ERC-20, where USDT is the currency, and ERC-20 or TRC-20 refer to the network.

When you select the crypto deposit method, the header clearly states "PAY VIA USDT-ERC20". I'm sorry to say but the mistake was on your end.

Later, when you reached out to support, the manager provided two options: either refund the funds or convert them to USDT, with a small fee for the conversion. You chose the second option. Your deposit of 47.79 USD was credited on October 9th, and you’ve already spent this amount on your bets.



Hello Peter,

I'll send an email to peter.c@casino.guru with additional proof of the deposit being credited.

Kind regards,

Vavada

Thank you for the clarification Vavada Casino representative.

Dear lestrabusiness, we are sorry to hear about your experience but the casino has provided us with evidence of the wrong currency deposit, therefore, the mistake wasn't on their end. As the casino helped to convert your funds and you used them to play I consider this complaint resolved. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter