Vave Casino - Player's withdrawal is delayed at Vave Casino.

Hello,

I’m submitting this complaint regarding Vave Casino due to an ongoing issue with my withdrawal, which has been unresolved for over a month. I’ve repeatedly tried to withdraw my winnings, but the process has been plagued with unnecessary delays.

After submitting the withdrawal request, it took a long time for them to respond, and only then was I asked for identity verification. I provided all the necessary documents, including my ID card, a utility bill to confirm my address, and a selfie with my ID card. Despite submitting everything, the casino has yet to process my withdrawal.

I have also contacted their support team multiple times through live chat, but they haven’t provided any helpful information or resolved the issue. At this point, I believe Vave Casino may be intentionally delaying the process to avoid paying out my winnings.

Please assist in resolving this issue, as I am receiving no support from the casino, and this situation has been dragging on for over a month.

Dear kent_kell,

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. 

Are you still having trouble logging into your casino account?

Have you submitted the requested documents to the casino again?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello, dear Dominika. My account has been blocked. I have submitted all the documents that were requested by Vave Casino, but it didn’t help. I haven’t taken any bonuses and played only with my own money. I have sent all the necessary information to your email. Thank you.

Dear kent_kell, thank you for the information provided.

Have you received any outcome of the verification?

Could you please provide us with the date of the chat communication?

Have you asked the casino what other documents they need?

Hello, Dominika. I still haven’t received any response from Vave Casino. I’ve sent them everything they requested, including my ID card, proof of address, and selfies with paper sheets (multiple times). They haven’t replied to my latest email either. I’ve sent the screenshots to your email.

Thank you very much, kent_kell, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, kent_kell!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear all,

Thank you for your patience. We would like to inform you that we have sent an official report to Pavel from our qualified experts, confirming that the player provided fake documents.

Additionally, we requested that the player provide additional documents, specifically a unique photo (UP) in better quality, starting from September 19. Unfortunately, these requested materials have not been provided.

If you have any further questions or need additional information, please do not hesitate to reach out.

Best regards,

Vave Casino

Thank you, Vave Casino!

kent_kell, we have checked evidence that we received and it confirms casino's allegations. It seems like you have indeed provided fake documents. Therefore, I must reject your complaint.