The player from Germany had requested the closure of their account but did not recall when the request was made. During that time, they had lost approximately 1000€ and inquired about the possibility of recovering their funds. The Complaints Team had extended the communication period, but ultimately, the player confirmed that he no longer required assistance and acknowledged that the chances of recovering the money were zero. Consequently, the complaint was rejected as per the player's confirmation.
Vave Casino - Player requests account closure and seeks lost funds.
Amount: €1,000
Vave Casino
Safety Index:LowSafety Index
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4.7
Vave Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello,
I have repeatedly asked this online casino to close my account for quite some time. Unfortunately, I don't remember when I made the request. During this time, I have lost about 1000€. Is there a way to get the money back?
Automatic translation:
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2 months ago
Dear Mxxxi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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1 month ago
Dear Mxxxi,
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 month ago
Translation
Good day,
Thanks for the feedback. It won't do any good. The money is gone, I've come to terms with it. Life goes on.
MfG
Automatic translation:
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1 month ago
Dear Mxxxi, can you confirm that you no longer require our assistance and that we can close this complaint?
