Vavada Casino - Запит неповнолітнього гравця на відшкодування було відхилено.

Hello, I've deposited approximately €2000 at Vavada Casino, all verifiable with photo evidence. However, I am underage and requested my deposits back, only to be referred by the casino to clause 6.5.6 of their policy which states that they're entitled to withhold the money and do not have to repay it as it is my fault. This is unacceptable as the law stipulates otherwise and their policy must conform to the law. Furthermore, the casino operates under a license from Curacao, which wouldn't even be valid in Austria, providing yet another argument. My primary concern is that I am underage and want my money refunded, but the casino refused. Initially, they requested I send my passport and bank activity from which the deposit was made; I complied yet the response was a reference to their policy.

Hallo ich habe bei Vavada Casino ca 2000€ eingezahlt alles nachweisbar ich habe foto Beweise jedoch bin ich minderjährig nun wollte ich meine Einzahlungen zurück fordern doch das Casino verwies nur auf ihre Richtlinien im Punkt 6.5.6 dass sie das Geld einbehalten dürfen und nicht zurück zahlen müssen da es meine Schuld ist. Das kann nicht sein das Gesetz besagt etwas anderes und ihre Richtlinien müssen sich doch dem Gesetz hingeben. Des Weiteren hat das Casino sowieso eine Lizenz aus curacao welche in Österreich sowieso nicht gültig wäre von daher wäre dies ein weiterer Grund. Aber mir geht es darum dass ich minderjährig bin und mein Geld zurück möchte das Casino dies aber verweigert zuerst haben sie mich gebeten meinen Reisepass zu schicken mit der Bankaktien von der ich eingezahlt habe beides habe ich gemacht daraufhin kam die Antwort mit dem Verweis auf die Richtlinien.

Dear Heisenberg1337,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that underage gambling is strictly forbidden in all casino establishments, both physical and online. As a minor, you are not legally allowed to participate in gambling. According to Vavada Casino’s Terms and Conditions:

4.1. If you are under the age of 18 or under the legal age for participating in gambling in accordance with the laws of the jurisdiction applicable to you ("Eligible Age"), you may not use the services provided on the Website. By using the services available on the Website, a person who has not reached the Eligible Age violates the Website’s Terms of Use. We reserve the right to request proof of age from you at any time in order to ensure that individuals who have not reached the Eligible Age, as stipulated by the laws of the country in which they reside, do not use the services provided by the Website. The Company has full legal grounds for closing your account and/or refusing to provide services if no proof of age is provided or if the Company suspects that a person under the legal age is using the Website.

The rule you mentioned states the following:

6.5.6. If the date of birth you set in your Personal Account is not your true date of birth, no refunds of spent funds will be possible.

Regarding the casino's license, unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please advise if you have ever submitted documents to verify your identity at the casino? Could you please confirm you filled in your profile and provided the correct date of birth?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is veronika.l@casino.guru.

Thank you in advance for your reply.

Best regards

Veronika

Dear Heisenberg1337,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.