Vavada Casino - Виграш гравця конфісковано.

Hey, after requesting my withdraw and waiting 10 hours for the withdraw, they decided to block my account, and refund my deposit money. The withdraw amount was 1660, they refunded me around 360. They dont give me any explanation, and i broke literally no rules.

Right now, i am waiting for around of 1300 usd they owe me.

Dear rspsdatspec,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

didnt need to do kyc, as i got blocked and refunded my deposit, some winnings through bonus, no foul play with the bonus, never withdrawed before. They dont even give me a reason for my block, they just say the security team decided to block ur account.

Could you please specify what bonus did you play with? Ideally, send me the screenshot or the link to this bonus.

Also, kindly forward me all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Hey, they have finally told me, the reason they have blocked me. Appearently they suspect my account to be a multi account without any proof whatsoever by the way. Their reasoning for thinking my account is a multi account is because it appearently has similiar betting characteristics to someone else.

I mean this is crazy, this website can literally just make something up, without any proof by the way, just their gut feeling, if someone deserves to be paid out or not, please ask them for the proof, i gurantee u they have no proof just speculations. If they can do this to me, they can do this to anyone.

i'd like to type this one more time before i post my reponse, their technology that decides who has more accounts or not is not the reason i got blocked, i only have one account and they can confirm that. It's their decision making, going with speculations and no actual proof and blocking me just because my account looks suspcious by their standards.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you kindly specify what types of games you played?

Hey there veronika, i use vpn which is allowed, played slots like book and wanted which are allowed. Please tag vavada and tell them to come forward with evidence. No rules were broken from my side.

Thank you very much, rspsdatspec, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear rspsdatspec,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello

Mr. Rspsdatspec's account has been blocked by the project security service due to a violation of the casino rules (clause 16.1.5.), namely, the creation of a group of accounts with identical parameters and behavioral characteristics.

Compliance with the rules is the basis of our project, which is why this account has been blocked, winnings withheld and deposit returned.

All evidence has been provided to Jozef by e-mail, a representative of this forum.

Interesting, clause 16.1.5 states: 16.1.5. Collusion or attempted collusion and/or intent to collude directly or indirectly with other players while playing on the Website;

So you just admit to blocking someone without 100% proof but by ur judgement.

By the way, i'd like to add, my betting plan was if I lose the money, then i'll just fall back on the bonus I can claim, if i lose my original balance, after losing my main balance, I took the bonus balance to good rtp games, to make the most out of a 30x wager bonus requirement. Now by logic, I'm sure other people are smart enough to do similiar what I did, and they probably got wiped just as I did going by them accusing me of group betting or something.

I confirm that I have received the evidence from the casino team. I am extending the timer by 7 days as I need more time for evaluation.

Dear rspsdatspec,

I have completed the evaluation and, unfortunately, must reject this case. After reviewing all the information and evidence, there are clear indications of a connection between this account and other accounts in the database. Therefore, I consider their actions justified.

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino.

Best regards, Jozef