Vave Casino - Player’s account has been flagged for fraud and disabled.

Hi. I deposit and play at Vave casino. I make a nice win and they pay some withdraw. Then they make a delay. I go onto Live Support and ask what is the problem, and they tell me they will email. I try to log in later and my account is disbled! I go back to Live Support and they tell me I will get email. Email comes later and says "account is suspected of fraud, balance is confiscated"! No explanation or evidence of this "fraud" which of course I have not committed I just play their games.

Dear dogedoge,

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. 

• Could you please advise how long have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

Account opened approx 6 months ago but active play from about 2 weeks ago. Played slots (mostly bonus buy) and live casino (mostly blackjack). No bonus ever

Thank you very much, dogedoge, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 dogedoge,

I am so sorry to hear about your problem with the casino. 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 and the funds confiscated?

Thank you in advance for providing the information.

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. 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 dogedoge,

We sincerely apologize for the delay in our response.

Regarding the closure of your account, it appears that it was deactivated due to fraudulent activity. Our providers detected card counting, which falls under section 10 of our terms and conditions: "The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to: development of strategies aimed at unfaithful winnings." The report from our provider was reviewed and confirmed by our AML department.

If you have any further questions or concerns, please feel free to reach out to us.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your prompt response.

We do not consider card counting to be fraudulent, as the player is playing the game as it has been offered. Although they have been able to make bets with an RTP higher than 100%, we do not feel that responsibility for game characteristics such as RTP should lie with the player. We believe that card counting isn't any cheating, and there is effortless prevention of this: shuffling the cards more often and using multiple decks of cards.

We would therefore like to ask the casino if perhaps they might reconsider this case.

I'll be awaiting your reply.

Dear all,

We appreciate your concern and would like to assure you that we take all reports seriously. We want to emphasize that our policies strictly prohibit any form of unfair play or manipulation of game outcomes.

Such behavior is indeed against the rules, not only in our casino but also in any reputable gambling establishment, including land-based casinos.

We are committed to ensuring a fair and enjoyable gaming experience for all our players.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your response.

We believe that the player should be paid in full. Whether you want to close the player's account is solely your decision. I would like to kindly ask you to reconsider this case, if you fail to pay the player, the complaint will be closed as unresolved, which will lead to a lowering of the rating on our website. I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Dear all,

We have sent an additional file to Stefan for review. We kindly request that you consider this complaint, taking into account the conclusion provided by the provider.

Thank you for your attention to this matter.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your response and the information provided. We will need more time to review the provided game provider's statement. I will respond here as soon as we have a conclusion.

Your patience is much appreciated.

Dear dogedoge,

We have discussed the case internally and concluded that we will accept the casino's claims. Further details cannot be disclosed at this time. If you disagree with our decision, we recommend filing a complaint with the regulator.

Due to the aforementioned reasons, 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.