Vave Casino - Das Konto des Spielers wurde gesperrt, was eine Auszahlung verhindert.

Good day, I was unaware until now that a solution could be found regarding my issue with this bookmaker who blocked me without any valid reason and is not providing any clear answers. The incident occurred on 11/22/23 when I decided to withdraw my funds. I played baccarat and made a few sports bets. After I requested a withdrawal of my earnings, the request was cancelled and I received an email stating that my account had been blocked. (I am attaching a screenshot for reference). What rules did I break? There is no answer. Will my money be refunded? No. They also blocked access to my account. I feel completely helpless and unsure about how to proceed. Maybe you can help me. I did not break any rules, I was simply in search of a fair and honest bookmaker, which clearly this one is not.

Доброго времени суток , ранее не знал , что можно как-то решить мой вопрос с данным букмекером , который меня заблокировал без каких-либо причин и не отвечает толком . Ситуация произошла 11/22/23 когда я решил поставить средства на вывод . Я поиграл в баккарат и немного спорта . После того как я поставил заявку на вывод средств их отменили и пришло письмо на почту , что я заблокирован . (прикладываю скришнот ) . Что я нарушил ? ответа нет . Деньги отдадите ? нет . И также закрыли мне доступ в аккаунт . Руки уже полностью опустились и не знаю , что делать , может вы поможете . Я ничего не нарушал , искал лишь для себя честного букмекера , каковым он не выявился .

Hello rash002,

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 if your account was already verified and if yes, since when exactly? Did you claim any bonuses? When was the last time you spoke to the casino and what was it about?

Please forward the screenshots you mentioned to nikolas.b@casino.guru as you did not attach them here.

Looking forward to your answer.

Regards,

Nick

dear nick, I answered you by email

Good night, tell me, do you have something for me?(

Thank you rash002 for all the information provided. 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

Hello rash002,

I am so sorry to hear your account got blocked. I will contact the casino and try 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 resolving this complaint.

Dear Vave Casino,

Could you state why the player's account got blocked?

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.

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