Vave Casino - Player denied promised cashback bonus.

Hi!

I registered on 08.01.2024. and made my deposit on the same day (0.75509200 LTC ($51)).

I wanted to use the 100% cashback bonus as indicated on the website and as promised to me in the registration letter. (screenshot attached)

I lost my deposit on 10.01.24. I only played slots.

The bonus conditions state that I will receive 100% cashback on 14.01. but the bonus was not available to me.

On the same day, 14.01. I contacted the support chat. I was informed in the chat that an error had occurred, apologized, and promised me that I would receive a bonus on 24.01. next Sunday.

24.01. the bonus was also unavailable to me.

I contacted the chat again, and I was refused a bonus, they said it was now impossible.

I was offered 20 free spins for $0.1 for a total of $2.

I'm asking for help, I've been tricked.

I ask for your help to give me my bonus, which I was promised, or to return my deposit to me.

[sensitive information removed by Casino.Guru admin]

deposit amount: 0.75509200 LTC ($51)

Dear boka6leha6,

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

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

• Do I understand this is the bonus you wanted to activate on your account but weren't able to?

• Do you have saved the response from the casino they will attempt to credit you the bonus one week later?
• Please share 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

Good afternoon!

Thank you for responding! Yes, this is the bonus in question.

Unfortunately, I did not have any correspondence from 14.01. at that time, I had no suspicion that this could happen.

I have all the long correspondence from 21.01.

but I would like to draw your attention to a screenshot with bonus stories. It's empty, and the casino still offers me to use the 100% cashback bonus on a new deposit.

Feel free to send me the relevant correspondence with the casino to my email at tomas@casino.guru

Thank you very much for your attention to my problem. I sent all the correspondence to your email.

Thanks for your response.

I can see the casino informed you they are currently investigating the issue. Was the investigation successful and was your cashback credited?

Good afternoon!

I don't know anything about this! I received an email with an offer of 20 FS. I think it's again $ 0.1 in the amount of $ 2.

The bonus is not active. I have not received any letters about the investigation. Nothing has changed for me.

I was referring to this response:

Thank you very much, boka6leha6, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you boka6leha6 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vave Casino for their help in resolving this complaint. We would like to know why did the player not receive the cashback bonus as indicated on the website.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Vave Casino. We received the following message:

Dear boka6leha6,

We apologize for the delay in responding to your inquiry. Regarding your question about the rejection of the bonus, according to our terms and conditions, only one bonus is awarded per person (e-mail/browser/device/IP address), unless stated otherwise. As it appears that there was a duplicate bonus associated with your profile, the additional bonus was not awarded as per our policy.

We hope this clarifies the situation. If you have any further questions or concerns, please don't hesitate to contact us.

Best regards, Vave Casino

Thank you for the response Vave Casino representative. Would it be possible to provide me with evidence of the duplicate bonuses? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Regarding your question about providing evidence of duplicate bonuses, We would like to clarify the following:

We have detected duplicate bonuses based on IP addresses. Due to our security policy, we do not store real user data and cannot provide specific information about users registered from the same IP address. However, we can confirm the fact of detecting duplicates based on IP.

We hope this explanation is helpful. If you have any further questions, please feel free to ask.

Best regards, Vave Casino

Thank you for the update Vave Casino representative.

Dear boka6leha6, unfortunately, we won't be able to assist in this case as you have not received any actual bonus that was confiscated or otherwise. If the casino's systems detected duplicate bonuses and stopped you from taking the bonus automatically we believe it is justified. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter