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

We’ve reopened this complaint at the request of Vave Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear H90H90,

We apologize for the delay in our response.

We would like to explain the reason for the suspension of your account. In accordance with our terms and conditions, Vave management reserves the right to withhold or seize any bonuses or winnings obtained as a result of fraudulent or otherwise unfair practices. Your account was closed due to observed bonus abuse.

If you have any further questions or would like to discuss this further, please feel free to contact our support team.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your prompt response.

Could you specify the bonus abuse? What advantage has the player gained by doing so?

I'll be awaiting your reply.

Dear all,

We are currently in the process of thoroughly investigating the details of your complaint to ensure a fair and accurate resolution.

We kindly request some additional time to gather all necessary information. Rest assured, we will respond to your complaint as soon as possible.

Thank you for your understanding and patience.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your response and the information provided.

Please, keep us updated.

I'll be awaiting your reply.

Dear all,

We're still investigating the complaint thoroughly. We need some more time to gather all the necessary information. Thanks for your patience.

Best regards, Vave Casino

Dear Vave Casino,

Thank you for your response.

I will extend the timer last time for you for seven days.

I'll be awaiting your reply.

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 all,

We apologize for the delayed response. Gathering all the necessary details is taking a bit longer than expected. As soon as we have everything clarified, we will get back to you with the information.

Thank you for your patience!

Best regards, Vave Casino

Dear all,

Thank you for your patience.

Our Security and AML department noticed suspicious activity from the player. The player was using a bonus and playing several slots at the same time. Our system had a bug where playing multiple slots could make the balance show wrong numbers, and some bets were made for free. As a result, the account was closed.

The system has since been improved, and multi-slotting is now permitted.

If you need more details, please request the betting history from 2023-01-11 21:31:49 to 2023-01-12 17:06:33 via our support email: support@vave.com.

Thank you for your understanding.

Best regards,

Vave Casino

Hallo,

es war nicht verboten an mehreren Slots gleichzeitig zu spielen. Des Weiteren sind mir keine kostenlosen Buchungen aufgefallen. Damals konnte man mir den Grund nicht nennen und auf einmal soll es ein Systemfehler gewesen sein. Auch wenn man bedenkt, dass von Ihrer Seite erst jetzt reagiert wurde. Ich bin mir keiner Schuld bewusst und bestehe weiter auf die Gewinne. Es besteht auch keine Möglichkeit die Echtheit ihrer Angaben zu verifizieren. Jegliche Gesprächsangebote wurden damals abgelehnt und mir wurde eine betrügerische Absicht unterstellt.

Hello H90H90,

Could you request a betting history via support? We will need it to investigate further.

Thank you very much in advance for providing the information.

Dear H90H90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo,

der Wettverlauf wurde heute angefordert. Edit erste Reaktion:

Dear H90H90,

Did you manage to receive the betting history from the casino?

I'll be awaiting for your reply.

Hallo Stefan,

leider noch nicht es werden immer neue Daten gefordert.

Dear H90H90,

Do you have any news regarding the requested betting history?

I'll be awaiting your reply.

Hallo,

leider werden immer wieder Nachfragen gestellt, die ich gar nicht mehr beantworten kann.

Dear H90H90,

The casino is just trying to verify that you are the person who played in the casino. Could you try to respond to the casino's questions? Please, let me know once you do that.

I'll be awaiting your reply.

Dear H90H90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hallo,

ich war im Urlaub und habe jetzt nach stundenlanger Recherche die Einzahlungen rekonstruieren können.

Bei den Slots kann ich mich nicht mehr erinnern.

Ich warte auf eine Rückmeldung des Supports

Dear H90H90,

Thank you for your response and the information provided.

Dear Vave Casino,

Could you state if the player will receive the betting history?

I'll be awaiting your reply.

Hallo,

ich habe den Wettverlauf erhalten

Es ist nichts auffälliges

Wie kann ich ein Excel Datei hochladen

Dear H90H90,

You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Hallo,

die Email ist verschickt

Hello H90H90,

Thank you, I have received the betting history.

Dear Vave Casino,

Could you state what bug I should be looking for? The betting history appears to be without any discrepancies.

I'll be awaiting for your reply.

Hello Stefan,

Please review the betting history from the beginning. The player was using the bonus and playing two slots simultaneously. There are multiple instances between 2023-01-11 21:31:49 and 2023-01-12 17:06:33 where bets were placed at the exact same second or within a one-second difference (and sometimes even faster). The system couldn't process two bets simultaneously, which sometimes caused it to fail to register lost bets, and the balance did not update correctly. As a result, the player received free spins.

Best regards,

Vave Casino

Dear Vave Casino,

I have thoroughly reviewed the provided game log and everything appears to be without any discrepancies. The rows might be shuffled in the provided Excel file, but in the end, the sum is correct. I also haven't found any term in terms and conditions that playing on multiple windows at the same time is prohibited.

I'll be awaiting your reply.

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 Stefan,

We have sent you all the relevant information regarding the case. We are now awaiting your decision.

Thank you for your attention to this matter.

Best regards,

Vave Casino

Dear Vave Casino,

I have responded to your message.

I'll be awaiting your reply.

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.

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru