The player from Albania had experienced difficulties withdrawing his winnings from an online casino. His withdrawal requests had been repeatedly cancelled due to various reasons, despite having provided all necessary proofs. He also had issues with his account login and had changed his login email as per the casino's instructions. The casino had alleged the presence of duplicate accounts as the reason for cancelling his withdrawal attempts. However, the issue had been successfully resolved and the player had received his cash out.
Vave Casino - Player's withdrawal cancelled due to alleged duplicate accounts.
Amount: Ł21.055
Vave Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
I read some cases here and i find my experience similar to others.Short story I'm having a hard try to withdraw my money from this casino,my withdrawal request gets canceled every time with a different reason.They asked for proof of deposit which I submitted and when I ask on chat they don't give clear responses just general word.Then something else happen where somehow I was not able to login my account and I contacted them and they instructed me that they will change the login email.I followed their instructions logged in my account and tried to withdraw the money.A new message comes that my withdrawal is cancelled because the system detected duplicate accounts and I think they did this story of email on purpose.Anyway my withdrawal is currently on pending for 2 days now but I have around 5 days getting canceled nomerous times with no reason.
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8 months ago
Dear Deni2,
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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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8 months ago
I have not withdrawn before at this casino but made a few deposit.they do not ask for verification here especially since I'm depositing with crypto,buy the way my mistake the sum is 21.055 ltc.they only asked for a proff of last deposit and I sent it.they say that the processing of deposit usually is made in a couple of hours but can take up to 72 hours, currently the withdrawal is in pending and will be 72 hours on midnight.i strongly repeat that I do not have duplicate accounts or broke any bonus terms.thank you
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8 months ago
By the way I have every screenshot of the communication with the support team and the security team of them witch by the way instructed me to follow that way
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8 months ago
Dear Deni2,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
