Vave Casino - Player’s winnings have been confiscated.

Hello.i make 3 deposits 1250e in this casino.i do not take bonus...i lost 2 first deposits and make and 3rd and i win 2440e.the casino cancel all my win because thay say that i have duplicate account and he take all winnings from my account and give me back just my last deposit(250e)!!!!why thay let me play all this days??why thay do not pay my deposits??why do not pay my winnings?i chat with them in livechat but thay tell me the same...that my account is duplicate and they pay me just my last deposit..so thay want to stole my money!!!!please help me.Thank you...my account is open and have in just 250e of last deposit

Dear papakaliatis34,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Could you please share the communication between you and casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes.In my home come my friend's and family and play all together and of course use my wifi.Vave do not ask me verification.I play all games slots and sports and yes i chat with them in live chat but nothing.

Could you please specify whether your family and friends already had accounts in the casino previously?

Have you bet on the same matches as your family members and friends?

Yes of course have.

No they do not place bet in same games

Could you please share the communication between you and casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

What exactly mean sir?what do you need from me please?i make live chat before 10 days but i do not take an answer..

ok..i have send my last chat before 10 minutes in your e mail sir...please check..thank you

Thank you very much, papakaliatis34, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you papakaliatis34 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 know why were the player's winnings have been confiscated and what can we do to help resolve this issue.

Thank you!

Dear papakaliatis34,

We apologize for the delay in addressing your complaint.

Please note that your account was closed in accordance with our rules, as duplicate accounts are strictly prohibited. However, the funds in your account remain intact, and you are able to withdraw them.

If you have any questions or need assistance with the withdrawal process, please feel free to reach out to our support team.

Best regards, Vave Casino

I have explain that my account of course is not duplicate..all my friends have account in vave casino and visit homes and play all together..you say that my account is duplicate ..so you have to show me and casino guru this..if all players to win you can say the same and not pay them..my questions is why you let me make 3 deposits first?why you do not close my account when i loose my money?why you close my account when i win some money??answer and show me that i have duplicate account..Thank you

Dear Vave Casino representative, to prevent any further duplicate account accusations, I would recommend going through the verification procedure with each of the accounts even to the extent of video verification happening at the same time for multiple accounts to prevent any fraud. If this is possible it should prove the accounts are of separate people and should be satisfactory. I hope we will be able to come to a compromise. Thank you in advance for your reconsideration!

Dear papakaliatis34,

When you registered on our platform, you agreed to our Terms and Conditions:

4.1.     Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

4.2.     Creating multiple user accounts by a player can lead to termination of the accounts and suspension of all payouts. Please have in mind that the casino reserves the right to reject a deposit refund in case a duplicate account is detected. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors. The website can only be used for personal purposes and shall not be used for any type of commercial profit.

We would also like to confirm that you still retain the ability to withdraw funds from your account.

Peter, as for the evidence regarding duplicate accounts, please clarify whether we should provide these proofs directly to your email for review?

Best regards, Vave Casino

You have just 250e in my account of last deposit...and of course show us the duration accounts...

Dear Vave Casino representative, you can provide any information to my email (peter.c@casino.guru) Thank you!

Dear all,

We would like to inform you that we have sent the evidence regarding the complaint to Peter via email. We appreciate your patience as we work to resolve this matter.

Thank you for your understanding.

Best regards,

Vave Casino

Thank you for providing me with the evidence Vave Casino representative.

Dear papakaliatis34, the casino has provided me with evidence of duplicate accounts. As you mentioned you play together with friends this can also be considered collusion as casinos have very strict rules about players sharing tactics or funds. I recommend finding a better way to spend your time with friends than a group gambling session as it can lead to similar situations in the future as it is hard to determine if you are playing casually or if it's a case of a syndicate. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. 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.

Kind regards,

Peter