Vavada Casino - Player’s request for a permanent self-exclusion has been ignored.

I have a gambling problem. I asked to close the casino on November 2, 2022 and I clearly stated the reason as a gambling problem. They closed the account, but after a few days I was able to open the account again through Chat. The casino advertises responsibility in its terms and conditions, but they are unreliable and such a casino should not really be allowed to exist. I want all my deposited money back.

409/5000

Dear rde971,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I can see from the forwarded screenshots that you mentioned a gambling problem when requesting the permanent self-exclusion from the live chat. Could you please advise the exact dates when you requested the self-exclusion and reopened the same casino account? Have you completed the KYC verification successfully, or at least, fully completed all the information in your casino profile?

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

I requested to close the account on 2.11.2022 and they closed it. I was able to open the account again on 7.11.2022. Vavada does not require KYC identification, but I had filled in the account information with my name, phone number and home address.

They promised to return 482 euros to me, i.e. the amount I deposited after opening the account. Now I'm waiting to get a refund.

Thank you for the update. Could you please forward the relevant communication during which you've been promised a refund to petronela.k@casino.guru?

Hi, I sent the pictures to an email from the chat conversation.

Thank you very much for the forwarded screenshots. I can see that your request has been approved on the 11th of November, is that correct? Please allow it a few working days to be processed. Is your account blocked now?

My request was accepted exactly on 10.11. And yes my account is now blocked, I am now waiting for an email from them about this refund.

Hello rde971,

Have there been any developments since our last conversation, please? 

Dear rde971,

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.