Vave Casino - The player's winnings were voided.

Hallo,

ich habe mit dem 2. Bonus bei Vave insgesamt über 4k gewonnen und ca. 3,8k ausgezahlt.

Die Auszahlung wurde dann storniert und es wurde meine 2. Einzahlung erstattet und ausgezahlt. Danach war mein Account gesperrt.

Ich habe laut Support nicht gegen die Bonusbedingungen verstoßen. Darauf habe ich akribisch geachtet. Es wurde mir Betrug unterstellt und laut AGB können die Gewinne beim geringsten Verdacht einbehalten werden.

Ich habe um weitere Erklärung gebeten. Jedoch wurde mir nur mittgeteilt, dass die Entscheidung endgültig sei. Selbst nach mehrfachen Kontakt wurde mir nicht der genaue Grund genannt.

Der Support hat nur angedeutet meine Spielweise wäre auffällig und mehr dürfte sie mir nicht mitteilen.

Selbst der Streamer, der mich geworben hat, erhält keine Antwort bzw. Grund.

Hello H90H90,

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 is your account fully verified? Did the casino specify which exact term did you breach while playing with a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hallo Nick,

ich hab das letzte Mal am 19. Januar probiert per Email Kontakt aufzunehmen. Ich habe noch einmal um Stellungnahme gebeten gegen welchen Punkt der AGB(nicht Bonusbedingungen) verstoßen haben soll. Ich habe bei vorherigen Emailverkehr immer die selbe Antwort bekommen in der auf die strenge Betrugsbekämpfungsrichtlinie verwiesen wird. Zu einer Verifizierung ist es nie gekommen.

Dear Player,

Please note that your account was closed and winnings were subtracted from your account in accordance with our strict anti-fraud policy.

In accordance with our strict anti-fraud policy, the company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

We regret to inform you that the decision was final. 

You can find more details in our Terms and Conditions following this link: https://vave.com/information/terms-and-conditions

Thank you H90H90 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear H90H90,

I am so sorry to hear your funds were confiscated. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Vave Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vave Casino,

Could you please explain why the player's winnings were voided?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Aronidos,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, Casino.Guru