Vave Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

Hello,

I recently opened an account at Vave Casino and won approximately €4600 or 19000 TRX. This money was won after a "Raw Cash" deposit.

When I tried to withdraw this money, over 8000 TRX were deducted from my balance, which was apparently justified by bonus usage (even though I hadn't used any bonus on this deposit), so I was only able to withdraw around 11000 TRX.

Since then, the casino has closed my account without giving any reason.

I would like an explanation from the casino regarding what happened to the approximately 8000 TRX and both why I did not receive them, and why my account was closed without reason.

Thank you and best regards

Hallo,

ich hatte vor Kurzem einen Account beim Vave Casino und einen Betrag von ca. 4600 Euro bzw. ca. 19000TRX gewonnen. Dieses Geld wurde nach einer "Raw Cash" Einzahlung gewonnen.

Als ich versuchte, dieses Geld auszuzahlen, wurden mir über 8000 TRX von meinem Guthaben abgezogen, was wohl mit Bonusnutzung begründet wurde (obwohl ich gar keinen Bonus bei dieser Einzahlung benutzt hatte), so dass ich nur rund 11000 TRX auszahlen konnte.

Seitdem hat das Casino meinen Account ohne Angaben von Gründen geschlossen.

Ich möchte vom Casino eine Erklärung was mit den rund 8000 TRX passiert ist und sowohl warum ich diese nicht erhalten habe, als auch warum mein Konto ohne Grund geschlossen wurde.

Vielen Dank und Gruß

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Dear gandhi1988,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is it possible the bonus was added automatically after you made the deposit??
• Have you claimed any bonuses on your account prior to this incident? If so, please provide the details.
• Could you clarify the date when you made the deposit and the withdrawal request?

Best regards

Petra

Hello Petra,

- exclusively slot games in the betting range of 2-3 euros

- No, no bonus should have been credited through this deposit.

Yes, I had an active bonus before this deposit, but I've used it up. Otherwise, only bonuses that allow credit after a certain wagering requirement are active (e.g., wager €1000 and then you can add €5 to your balance).

- The date was December 6, 2025, for both incoming and outgoing payments.

Thanks and regards

Steffen

Hallo Petra,

- ausschließlich Slot games im Einsatzbereich 2-3 Euro

- Nein durch diese Einzahlung dürfte kein bonus gutgeschrieben worden sein

- Ja, vor dieser Einzahlung hatte ich einen bonus aktiv, diesen hatte ich jedoch aufgebraucht. Ansonsten waren nur boni aktiv, die Guthaben nach einem bestimmten wagering requirement Gutscheinen lassen (also z.b. setze 1000 Euro und dann kannst du 5 Euro Guthaben aufschalten)

- Datum war der 6.12.2025 sowohl ein als auch Auszahlung

Danke und Gruß

Steffen

Or rather, here's the exact procedure again.

December 6th: Deposit (without bonus activation) of approximately 300 euros, from which I then made/won approximately 4600.

December 7th: I requested a withdrawal of €4600. The casino rejected the withdrawal on the same day and canceled approximately €1900 of my winnings. I then requested the remaining €2700 again and received it.

Bzw. hier noch mal der genaue Ablauf.

06.12. Einzahlung (ohne Bonusaktivierung) von ca. 300 Euro, aus denen ich dann ca. 4600 gemacht/gewonnen habe.

07.12. Anfrage Auszahlung der 4600 Euro. Das Casino lehnt am gleichen tag die Auszahlung ab und storniert ca. 1900 Euro meiner Gewinne. Die restlichen 2700 habe ich erneut zur Auszahlung beantragt und diese auch ausgezahlt bekommen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gandhi1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra