Vave Casino - Player's account mistakenly marked as duplicate.

Hello, i just registered yesterday to vave and i played a little, i didnt used bonus or nothing, i tried to withdraw and i got an email about i duplicated my account, but no, i logged in only from 1 Ip and i live alone so no one can register from this email and i never played at vave before so its misunderstanding, i tried to said them but they dont provide me the other account email or ip address or nothing

its my ip:38.180.19.208

Hello taksony33,

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 is currently open or closed? How much did you deposit there and did the casino refund the money to you? When was the last time you spoke to the casino and what was it about? Did they provide evidence of account multiplicity?

Looking forward to your answer.

Regards,

Nick

Hello, yes its closed and i deposited 600 dollar and i wanted to withdraw about 1000, they refunded the 600 dollar deposited but they voided my winnings and no, they said they cant give me any evidence about this

"We regret to inform you that we cannot provide any information regarding third-party accounts for security reasons." they said i have 2 accounts but they cant say the other ones email address, what a joke

Hello taksony33 and thank you for the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you taksony33 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 ask if you can provide any evidence of duplicate accounts to my email (peter.c@casino.guru).

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.

Hello, thank you for your enquiry and for your patience. We appreciate your questions and concerns.

Your account has been closed due to the discovery of a duplicate account, in accordance with the Anti-Money Laundering (AML) policy. However, we do not have access to information about which account is considered a duplicate as this decision comes from an AML review.

Please note that we cannot disclose information about duplicate accounts through our support team.

If you have additional questions or need more information, feel free to contact our support team. We are ready to provide you with all the assistance you need and provide more detailed explanations to sort out your situation.

Dear Vave Casino Team, could you please provide any statement from the AML review team to my email, (peter.c@casino.guru) as we cannot reject complaints without sufficient evidence.

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.

Hello Peter! I have already sent an email to you)

Greetings, it seems I have made a mistake in the email address I provided, could you please send the information once more to my email? (peter.c@casino.guru)

Thank you in advance!

Of course, no problem)

Thank you very much for providing evidence Vave Casino representative.

Dear taksony33, the casino has provided me with a statement from their AML review showing that you made multiple accounts. 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.