Vave Casino - Аккаунт игрока был помечен как мошенничество и отключен.

Hi. I deposit and play at Vave casino. I make a nice win and they pay some withdraw. Then they make a delay. I go onto Live Support and ask what is the problem, and they tell me they will email. I try to log in later and my account is disbled! I go back to Live Support and they tell me I will get email. Email comes later and says "account is suspected of fraud, balance is confiscated"! No explanation or evidence of this "fraud" which of course I have not committed I just play their games.

Dear dogedoge,

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

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

• Could you please advise how long have you been a player of the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

Best regards,

Tomas

Account opened approx 6 months ago but active play from about 2 weeks ago. Played slots (mostly bonus buy) and live casino (mostly blackjack). No bonus ever

Thank you very much, dogedoge, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello dogedoge,

I am so sorry to hear about your problem with the casino. 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 and the funds confiscated?

Thank you in advance for providing the information.

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 repeatedly 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