Vave Casino - Player’s winnings are being delayed.

On January 31st, I received an email informing me that I had 20 free spins on my account. I successfully played the bonus, and my account balance increased to 987 trx. I then requested a withdrawal. However, at 12:00 UTC on February 1st, my request was denied. I received an email asking me to send the Hash of my last deposit and the email address registered with the casino. I provided all the information they asked for. On February 2nd, I was notified that my email had been changed and was instructed to modify my password, which I did. However, the vave casino seems to be in no hurry to pay out my winnings and mentions further checks in the casino chat. It appears that vave casino is intentionally dragging its feet and refusing to pay out my winnings. I'm seeking assistance with this dispute.

Dear her20145,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Vave Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Could you kindly specify why your email address was changed? Did you request the casino to change your email address?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

There is no verification at this casino. My winnings were reduced from 987 trx to 470 trx. But after completing the bonus wager, my balance was already converted from 1980 trx to 987 trx. in the end they gave me 470 trx. I think that the casino deceived me with the maximum winnings.

Do I understand correctly that you now have received some of the winnings you accumulated? Could you please send me the link to the bonus you took? Alternatively, you may also forward me the email with the bonus offer you activated. My email address is veronika.l@casino.guru. Thank you.

Dear her20145,

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.

We’ve reopened this complaint at the request of her20145. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player responded to our questions via email.

Thank you for sending me the screenshot of the bonus. Since it was a free, no-deposit bonus, the following rule applies:

1.2.     The maximum winnings that will be paid out resulting from any free bonus or free spins without a deposit will be 50 USDT or equivalent in cryptocurrency.

Please bear in mind that any excess amounts you accumulated with your free spins will be canceled after processing your withdrawal request.

My balance after wagering without a deposit bonus was converted to $105. The final conversion to $50 occurred after the 5th payout was cancelled. Therefore, I believe that I am entitled to $105 for withdrawal.

Could you please advise how many times you deposited into the casino? When was the last time you made a deposit?

On April 7, 2023 I deposited 336.20000000 TRX

Thank you very much, her20145, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello her20145,

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 comment on this matter?

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 her20145,

We sincerely apologize for the delay in our response.

Regarding your inquiry about the reduction in your winnings, it appears that you won from a no deposit bonus, specifically the Happy Spins 20 FS. According to our terms, winnings from no deposit bonuses cannot exceed 50 euros or the equivalent. Therefore, your winnings were adjusted accordingly in compliance with our terms and conditions.

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

Best regards, Vave Casino

My balance was adjusted from $200 to $100 upon completion of the bonus requirements. This means that there was an individual maximum cashout for these free spins.

Hello her20145,

Are you satisfied with the outcome so I can close the complaint as resolved?

I'll be awaiting your reply.

Unfortunately, I am not satisfied with the response from the casino representative. I became even more convinced of the dishonesty of casino workers.

Hello her20145,

To which amount was your bonus capped after meeting the wagering requirements? It was capped from 200€ to 100€ as you have mentioned above? Do you have any screenshots from the claimed bonus terms?

I'll be awaiting your reply.

My bonus was capped at $105.

Because they changed the account without my consent. In the Transaction History section, there is no balance adjustment information. Unfortunately, I can’t take a screenshot with the information you’re asking for. But vave casino should have this information. You can request it from them.

This screenshot shows the amount put for withdrawal. 987 trx

Hello her20145,

Were you able to withdraw the $105? It appears that you should only be eligible for the 50€ as the maximum win in free spins was 50€.

I'll be awaiting your reply.

Dear her20145,

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.

No, I was unable to withdraw $105. After my withdrawal was canceled three times. The security department contacted me by mail. I was told to write them my other email and indicate the date of the last deposit. I completed everything. The next day they changed my email without my consent and asked me to change my password. I changed the password and set 987 (105 usd) for withdrawal. A few hours later they canceled my withdrawal and again converted my funds to $50.

Hello her20145,

It appears the casino acted within its bonus terms and conditions. You are eligible only for the 50$ in this case. Can you please request a withdrawal of 50$ and let me know if it went through?

I'll be awaiting your reply.

I wrote to you about this earlier. The other $55 was not returned to me.

Hello her20145,

I understand this must be frustrating for you as the maximum withdrawable amount from a bonus play is 50€, but the casino acted within its terms and conditions. You are not eligible for the remaining 55$.

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.