Vave Casino - Player's account was closed.

Hello!

a while ago I played with vave.com and won 8000 euros. I withdrew the amount and went to sleep. When I woke up I noticed my account being closed so I contacted them and they said I commited fraud, and I didn’t.

the following happend: I deposited 250 euros with btc, that came in directly, 15 minutes later another 250 went into my account when I didn’t deposited again. I contact live support and they said this isn’t a problem. After putting a bad review on Trustpilot they are ignoring me,

well, no I lost my deposits, my 8000 euro winnings and have been set aside as a fraud. Can you help?

Dear Intvdwal,

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 were you a player of the casino and when exactly was your account blocked?
• Was the extra 250€ that appeared on your account a bonus from the casino?
• Did the casino reference any specific rule that was breached?

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

Hi Tomas!

Thanks for the quick response.

To answer your questions: I joined on the 31st of January and I got blocked on the seconde of February 2023.

The added 250 euros was not a bonus, I deposited once and the second time it came in as the same deposit though their system failure.

They send me this as a reason to block my account, and keep my winnings is out fraud. Later they told me it was about the deposits that came in twice when it was their own system fault.

Please forward the casino's explanation via email at tomas@casino.guru or post it here. If there is any other relevant evidence, please share it with us as well.

Dear Intvdwal,

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.