Vavada Casino - La cuenta del casino del jugador fue cerrada.

Good afternoon.

The situation is as follows: I deposited about 300€ into the casino, and a bonus was also accumulated. Further, the casino closes the account, citing the fact that the rules are violated. Refused to withdraw funds.

Добрый день.

Ситуация следущая: внес в казино около 300€ , также был накоплен бонус. Далее казино закрывает аккаунт, мотивируя это тем что нарушены правила. Средства выводить отказывается.

Dear 4eizz,

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

Please allow me to ask you a few more questions before we proceed.

Could you advise if your casino account was verified? Did the casino explain which rules were breached? Could you advise what was your balance before the casino closed your account?

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

Best regards,

Tomas

Good afternoon.

1) The account has been verified.

2) Violation of the rules in connection with another account, but I do not have access to another account. 3) The balance was 0 and 30 euro cashback, at the time of closing.

Добрый день.

1)Учетная запись была подтверждена.

2) Нарушение правил в связи с другим аккаунтом, но у меня нету доступа к другому аккаунту. 3) На балансе было 0 и 30 евро кешбек, на момент закрытия.

Could you explain what funds did you try to withdraw from the casino, if your casino balance was 0? What were your winnings from the casino bonus?

Please note we cannot help you if your withdrawable balance is already 0. I'll be looking forward to your reply.

I would like to withdraw either the bonus balance or the deposit made.

Я хотел бы вывести либо баланс бонуса, либо внесенный депозит.

Dear 4eizz,

Please understand bonus balance is not withdrawable. Also, if you gambled with your deposit during regular gameplay and lost, we consider such a loss fair and we will not be able to help you recover your deposits.

If the casino didn't confiscate any balance, I am afraid we won't be able to help you. Please let me know if I overlooked any information.

Well, logically, if the casino believes that the rules have been violated, then they must return the deposit?

If it does not think so, then it should be possible to use the deposit, including the credited bonuses?

Ну как же, по логике вещей, если казино считает что правила были нарушены значит они должны вернуть депозит?

Если оно так не считает, значит должна быть возможность воспользоваться внесенным депозитом, в том числе и зачисленными бонусами?

Thank you for your comment.

If breaking the rules doesn't have consequences for players, much more players would try to exploit the rules and gamble without risking their money.

We believe the casino can choose to close players' accounts for any reason at any time unless they also confiscate winnings. For confiscation of any winnings, however, there needs to be a legitimate justification from the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.