Vave Casino - Player's withdrawal is delayed due to account issue.

Good morning!

Everything was fine until I ordered the withdrawal. I went through the entire KYC procedure. I sent a photo of my ID, driving license, a selfie with these documents, a selfie with the card and number, and I sent confirmation of my address.

Vave said I violated the rules of multi-account. That's not true. I went through the entire procedure. This is my only account.

Please help.

Hello Basior,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vave Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• Did you have any accounts here in the past?

Looking forward to your answer.

Regards,

Nick

Hello,

The verification process started on August 6 and ended on August 22.

All documents have been approved. I sent:

photo id

proof of asdress

selfie with id and number on paper

another selfie with id and number on paper

bank statment

the documents are approved

this is my only account.

Please help.

Hello Basior,

Did the casino provide any evidence of multiple accounts?

Please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Regards,

Nick

Hello,

of course the casino did not provide any evidence, because there is none.

I sent screenshots of the conversation to the e-mail address provided. Thank you

Regards

Thank you Basior for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Basior,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Vave Casino to join the conversation.

Dear Vave Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear all,

Thank you for your patience. We would like to inform you that we need additional time to gather all the necessary information related to this matter. We are actively working on it and will provide the requested details as soon as possible.

We appreciate your understanding and continued patience.

Best regards,

Vave Casino

Dear Vave Casino,

Sure, I understand that sometimes it takes a bit longer to collect all the pertinent evidence. I will wait patiently for your email containing the information and evidence to help clarify the situation.

Dear all,

Thank you for your patience and understanding.

We have sent the relevant evidence to Michal via email. If you require any additional details or clarification, please don’t hesitate to reach out.

Best regards,

Vave Casino

Thank you for your email, Vave Casino Team. I have responded back with some additional questions.

Dear Basior,

Do any of your friends or family members hold an account at Vave Casino? If that is the case, have you been accessing the casino from the same location as they do, perhaps during a visit?

Hello Michal!

Thank you for your answer.

I don't know if someone with the same last name as mine doesn't have a Vave account. However, there are over 7 billion people in the world. No one in my immediate family that I know of plays at a vave casino.

I would like to emphasize that I went through the entire KYC procedure. I sent a lot of documents and selfies. The problems did not start when I created the account or during the game. The problems only started when I tried to withdraw funds. In my opinion, this is an obvious desire not to withdraw money.

Regards

Thank you for the information and evidence provided, Vave Casino Team.

Dear Basior,

I understand it might seem a bit strange to you that the casino has flagged the rule violations after you wanted to withdraw your winnings, however, it is an industry standard that the Know Your Customer (KYC), as well as the Anti-Money Laundering (AML) process is initiated only once a player submits a withdrawal request. It is only at, or during, this time that any discrepancies are discovered.

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. There are indications about links to other accounts with similar gameplay and IP matches. Furthermore, some of the documents you provided show signs of editing or tampering. Consequently, as a result of all the above, we must decline this complaint.

The actions taken by the casino team were in alignment with the established guidelines, which were communicated to you earlier. I would strongly recommend refraining from such behavior in the future, as it may result in comparable situations at other casinos if it persists.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru