Vave Casino - Player's account blocked, preventing withdrawal.

Good day, I was unaware until now that a solution could be found regarding my issue with this bookmaker who blocked me without any valid reason and is not providing any clear answers. The incident occurred on 11/22/23 when I decided to withdraw my funds. I played baccarat and made a few sports bets. After I requested a withdrawal of my earnings, the request was cancelled and I received an email stating that my account had been blocked. (I am attaching a screenshot for reference). What rules did I break? There is no answer. Will my money be refunded? No. They also blocked access to my account. I feel completely helpless and unsure about how to proceed. Maybe you can help me. I did not break any rules, I was simply in search of a fair and honest bookmaker, which clearly this one is not.

Hello rash002,

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

Could you please advise if your account was already verified and if yes, since when exactly? Did you claim any bonuses? When was the last time you spoke to the casino and what was it about?

Please forward the screenshots you mentioned to nikolas.b@casino.guru as you did not attach them here.

Looking forward to your answer.

Regards,

Nick

dear nick, I answered you by email

Good night, tell me, do you have something for me?(

Thank you rash002 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rash002,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Vave Casino representative to join this conversation and participate in resolving this complaint.

Dear Vave Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Vave Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear rash002,

We sincerely apologize for the delay in our response and any inconvenience it may have caused you.

Regarding the issue with your account, it has come to our attention that there were concerns regarding fraudulent deposit-related betting patterns observed. As a result, your account was suspended.

We also deeply regret that you did not receive adequate explanations from our support team regarding this matter. We strive to ensure clarity and transparency in all our communications, and we apologize for any shortcomings in this regard.

If you have any further questions or concerns, please do not hesitate to reach out to us.

Best regards, Vave Casino

Dear Vave Casino,

Could you specify the deposit-related betting activity? What advantage has the player gained by doing so?

I'll be awaiting your reply.

Dear all,

We have received a report from the Live casino team. The gaming provider itself contacted us and requested that action be taken. The text is attached in the screenshot.

Thank you for your understanding and patience.

Best regards, Vave Casino

Dear Vave Casino,

Could you provide us with the whole gaming provider's statement?

I'll be awaiting your reply.

Dear all,

We wanted to inform you that we have sent the necessary evidence to Stefan for review. We hope this will help in resolving the player's complaint effectively.

Thank you for your assistance.

Best regards, Vave Casino

Dear Vave Casino,

Could you provide us with the player's game log and transaction history?

I'll be awaiting your reply.

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.

Dear rash002,

To address your complaint effectively, we need you to request your transaction and betting history from our support team. This information is sensitive, and we cannot share it directly.

Please email our support team to obtain your transaction and betting history. Once you have received it, kindly provide it for further review.

Thank you for your understanding.

Best regards,

Vave Casino

Hello rash002,

Can you please follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Dear rash002,

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.

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.