Vavada Casino - Player's request for deposit limit unmet.

Hi,

I´d need to lodge a complaint about Vavada and their lack of sufficient responsible gaming tools.

I played under the influence of alcohol last night, and after losing a bit I requested a 400€ daily deposit limit set to my account. I had to wait for their reply, which was "do I want to set a deposit limit or a cashout limit". I was perplexed about this question as how would want to set a limit to cashouts.

I replied to chat that I want to set a deposit limit, and after that the customer agent dissapeared from the chat.

There are no responsible gaming tools at the site at all, and after the chat I was still able to deposit 3000€. I would have not done this if I was able to set gaming limits to my account.

I understand that I should not gamble while being intoxicated, but I quite often do so but I always use responsible gambling tools to prevent things like this happening.

After playing and losing more I went to their chat and I asked for reimbursement because I thought that I had a deposit limit set to my account after the request from the earlier chat.

I however had received a chat message 4hrs later that Vavada does not provide such responsible gambling tools as deposit or loss limit. Also, if a player wants to self exclude oneself, the support has to do this without exessive wait time. Self excluding is not possible to do manually by the player, but they have to contact support.

These points canno´´t be in line with their licence terms and thus I claim to be paid back in full.

Regards,

Aleksi

Dear aleksi420,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I've reviewed the Responsible Gambling section on the website (accessible here) but did not come across any options to set deposit or loss limits. Please be aware that not all gambling establishments offer this feature. If you haven't received confirmation from the casino regarding the application of a deposit limit to your account, it is advisable to request self-exclusion. Gambling and drinking do not go well together, and taking proactive steps is crucial.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Vavada Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@vavada.net (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi,

If I'm not mistaken, every licence requires that responsible gaming tools should be available to players. Am I mistaken?

Hi,

The disputed amout is now 5200€

I´´ d like You to provide me with the licence terms from the licence holder Antillephone N.V / 8048/JAZ regarding their set rules about responsible gaming and tools regarding it.

I am sure that even the most rogue Curacao licences require responsible gaming tools to be provided to players at their will.

Hi aleksi420,

Regrettably, the assertion that all online casinos are obligated to provide responsible gambling features, such as deposit or loss limits, is inaccurate. If you'd like to review the terms of the Antillephone N.V. License, you can find them here.

In the meantime, I strongly advise you to inform the casino about your gambling issue, as suggested in my previous response.

Hi,

I'm quite sure that only casinos that have no licence at all are the only ones that are not bound by licence terms to provide responsible gaming tools. Furthermore the support left from the first chat then replied after several hours to my message. Are you able to provide me with a list about the licence at hand which clarifies the resposible gaming terms, as the link you gave me failed to do this.

Hi aleksi420,

I'm unsure about the specific information you need from me. I strongly recommend following the guidance provided in my initial response and sending an email as advised. The longer you delay in reaching out to the casino and informing them about your gambling issue, the greater the risk of potential losses. In my initial reply, I included a template; kindly forward it to admin@vavada.net and support@vavada.net.

Thank you.

Dear aleksi420,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.