The player from Cuba faced an issue with Vave Casino, where his winnings were canceled after he activated a promotional bonus and purchased game multipliers. The casino claimed this violated bonus terms, yet there were no clear warnings about the impact of such purchases on his winnings. He sought intervention and clarification regarding the unfair loss of his money. The issue was resolved as the player acknowledged his error in not reading the terms before activating the bonus. The complaint was therefore closed as rejected.
Vave Casino - Player’s winnings have been confiscated.
Amount: 1,021 ₮
Vave Casino
Safety Index:LowSafety Index
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4.1
Vave Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Dear Casino Guru Team:
I would like to bring to your attention a concerning situation I have recently experienced at Vave. The details are as follows:
1. I activated a promotional bonus and played "Wild Cash" with free spins.
2. I purchased some multipliers within the game, which was a clearly visible and accessible option.
3. I achieved a substantial win, primarily through a bet of 1 multiplied by 999 due to the game mechanics, without using purchased multipliers.
4. When I requested to withdraw my winnings, the request was canceled, and all my winnings were removed.
Vave explained that purchasing multipliers violates the bonus terms. However, there were no prior warnings about how this action might affect the bonus, and the purchase option was clearly available during the game.
I have sent two emails to Vave support a few hours ago to discuss my issue, but I have yet to receive a response. I am fully willing to provide more information and to engage in dialogue to reach a fair resolution.
I consider the penalty applied, which involves the total loss of winnings, to be disproportionate, especially since the majority of my winnings were earned without using the questionable multipliers.
The lack of clear warnings and the severity of the consequences are concerning. If the violation of the terms is so severe, I question why the casino does not automatically remove the winnings at the time of the supposed infraction, instead of waiting until the withdrawal request.
I request your intervention to investigate this case, and if deemed appropriate, to include this information in your review of Vave. This could alert other players to potential similar issues.
I reiterate my willingness to provide any additional information you may need and my desire to engage in dialogue to resolve this situation fairly.
Thank you for your attention to this matter.
Automatic translation:
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2 months ago
Dear abbatistam,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:
1.5. The maximum bet with an active casino bonus is 5 USDT or equivalent in cryptocurrency, unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Vave reserves the right to cancel the bonus and the associated winnings.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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2 months ago
Translation
Hello, thank you for your reply. I would like to inform you that everything has now been resolved. Indeed, the error was on my part since I did not read the terms before activating the bonus. I also checked other casinos and found the same measure. Although I still think that limiting the amount of bets while there is an active bonus or issuing a warning to the user would be the best options to avoid cases like mine. In any case, thank you for taking the time to read my comments. You can close the complaint.
Automatic translation:
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2 months ago
Thank you for your understanding and for taking the time to provide your feedback. We agree that casinos should ideally limit bets with software during active bonuses, but it's not a standard practice yet. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. If you have any more questions or need assistance in the future, please don't hesitate to reach out. Wishing you the best of luck in your gaming!
Best regards
Veronika
