Vavada Casino - Player's winnings confiscated and account blocked.

I used the initial deposit bonus and deposited 1000 USDT. I received a 100% bonus of 1000 USDT on my deposit amount. Fortunately, I was able to win using the bonus, so I applied for a withdrawal.

However, without any explanation, only my deposit amount of 1000 USDT was returned, and my account was frozen. Even though I emailed support, I haven't received any response. Could Casino Guru help mediate this situation?

Dear tashirojun46,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vavada Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Did the casino inform you about any justification for the closure of your account and confiscation of your winnings?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Have you submitted any documents for verification of your account?
• Could you please share your interaction with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

・I registered and made a payment on July 9th.

When I requested a withdrawal the next day, only $1000 was returned and my account was blocked.

- No, I have not received any contact from the casino and have not received a reply to my email.

・I played live games with the deposit amount and slot games with the bonus amount.

I did not submit any documents as they were not requested.

・As I mentioned earlier, there is no communication as I have no way of contacting them.

I checked the casino and found these options:

Have you attempted to contact the casino using any of these options? With what result?

I emailed support.

However, I didn't receive a reply and my account was frozen. I still don't know why it was confiscated.

Please forward the emails you sent to the casino to my email at tomas@casino.guru

If you received any responses from the casino since your last post, please forward those as well. I apologize for the inconvenience.

I have forwarded your email. Please check it.

No response from the casino whatsoever.

Have you received any confirmation from the casino that they accepted your withdrawal request, an email from the casino confirming your account registration, or any automated reply from the casino?

Could you please forward it to my email at tomas@casino.guru?

I did not receive any confirmation email from the casino that they approved my withdrawal request.

I received an email confirming your account registration, so I have forwarded it to you. Please confirm it.

Thank you very much, tashirojun46, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 tashirojun46,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Vavada Casino to join the conversation.

Dear Vavada Casino,

Could you please explain why the player only received their deposit back and why their account is now blocked? Furthermore, can you clarify why the player has not received any communication from your side regarding any potential term violations that could lead to the account blockage?

Hello tashirojun46,

I'd like to elaborate on your complaint in more detail. To start with, your account was blocked by our security service for creating one-day accounts to receive casino bonus offers and further profit.

Our security team has discovered a number of accounts with the same gaming behavior and other unusual characteristics. On top of that, we've detected device intersections. We'll provide all evidence to the complaint moderator.

On top of that, we've checked all our mailboxes and contacts indicated for communication on our website and haven't found your message. For this reason, we believe that you haven't contacted us either via email or through our support service from this particular account. We'll also send screenshots to the project administration as confirmation.

Thank you for all the provided information and evidence, Vavada Casino Team.

Dear tashirojun46,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - bonus abuse detected by multiple accounts created close one after another linked with detected device intersections, claiming the same bonuses, using the same payment methods, depositing the same amounts and engaging in the same or very similar gameplay (including playing the games from the same game provider, placing the same bet amounts and other similarities).

Under these circumstances, I regret to inform you that I cannot offer any further assistance, and as a result, this complaint will be rejected. Casinos maintain a strict policy concerning instances of multiple accounts or coordinated gameplay, such as in this case.

I wish I could be of more help.

Best regards,

Michal

Casino Guru