HomeComplaintsVavada Casino - Underage player's request for a refund was denied.

Vavada Casino - Underage player's request for a refund was denied.

Amount: €2,000

Vavada Casino
Safety Index:High
Submitted: 24 Jul 2023 | Case closed : 08 Aug 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The underage player from Austria deposited around €2000 at Vavada Casino but was denied a refund due to the casino's policy clause. The player asserts the casino's policy must conform to the law, especially since the casino's license is not valid in Austria. The player did not respond to our questions and comments, so we rejected the complaint.

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1 year ago
Translation

Hello, I've deposited approximately €2000 at Vavada Casino, all verifiable with photo evidence. However, I am underage and requested my deposits back, only to be referred by the casino to clause 6.5.6 of their policy which states that they're entitled to withhold the money and do not have to repay it as it is my fault. This is unacceptable as the law stipulates otherwise and their policy must conform to the law. Furthermore, the casino operates under a license from Curacao, which wouldn't even be valid in Austria, providing yet another argument. My primary concern is that I am underage and want my money refunded, but the casino refused. Initially, they requested I send my passport and bank activity from which the deposit was made; I complied yet the response was a reference to their policy.

Automatic translation:
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1 year ago

Dear Heisenberg1337,

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

Please understand that underage gambling is strictly forbidden in all casino establishments, both physical and online. As a minor, you are not legally allowed to participate in gambling. According to Vavada Casino’s Terms and Conditions:

4.1. If you are under the age of 18 or under the legal age for participating in gambling in accordance with the laws of the jurisdiction applicable to you ("Eligible Age"), you may not use the services provided on the Website. By using the services available on the Website, a person who has not reached the Eligible Age violates the Website’s Terms of Use. We reserve the right to request proof of age from you at any time in order to ensure that individuals who have not reached the Eligible Age, as stipulated by the laws of the country in which they reside, do not use the services provided by the Website. The Company has full legal grounds for closing your account and/or refusing to provide services if no proof of age is provided or if the Company suspects that a person under the legal age is using the Website.

The rule you mentioned states the following:

6.5.6. If the date of birth you set in your Personal Account is not your true date of birth, no refunds of spent funds will be possible.

Regarding the casino's license, unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please advise if you have ever submitted documents to verify your identity at the casino? Could you please confirm you filled in your profile and provided the correct date of birth?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is veronika.l@casino.guru.

Thank you in advance for your reply.

Best regards

Veronika

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1 year ago

Dear Heisenberg1337,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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