Vavada Casino - Player's winnings have been confiscated.

When I registered at Vavada Casino, there was a 100% first deposit bonus up to $1,000.

I deposited $1,000 and received the $1,000 bonus, which I used to play slot games.

I managed to win about $6,000.

After meeting the withdrawal conditions and requesting a payout, they claimed there was a suspicion of duplication and confiscated my winnings, returning only the deposit amount.

This was my first time registering and playing at this casino, so there should be no issue of duplication.

I believe this confiscation is unjust and request an investigation.

Hello qiantianyuhui1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vavada Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of account multiplicity?

Looking forward to your answer.

Regards,

Nick

I have not verified my identity. I have exchanged emails with them, but I have only received the following response. No proof of duplication has been submitted.

Thank you qiantianyuhui1 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you qiantianyuhui1 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 why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello qiantianyuhui1 ,

We're deeply saddened by the situation that occurred. Therefore, we've decided to reexamine your case. Blocking your account was an error of judgment made on our part. We deeply regret the negative emotions and inconvenience this has caused you.

Your account has been unblocked, and the amount of 5950 USD will be withdrawn. Besides, you can use your account for further play. Please also note that your deposit of 1000 USD has been refunded previously.

Thank you for the positive update Vavada Casino representative.

Dear qiantianyuhui1, let us know if your issue was resolved or if you require any further assistance. Thank you in advance!

Solved.

Thank you for your cooperation.

Dear qiantianyuhui1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter