Vavada Casino - La cuenta del jugador se cierra después de la solicitud de retiro.

I registered and played yesterday.

I was offered a first deposit bonus, so I deposited about €450 and received a 100% bonus.

After completing the wagering requirements and requesting a withdrawal, the deposit was credited to my wallet about 12 hours later, but my account was blocked.

I sent an email to the casino, but have not received a reply yet.

Please help.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. 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.?
• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I only play games when I have free time. I've played several machines.

There was no page to upload my identity verification, so I didn't complete it. I did provide my name, address, and other information.

Yes, I received an email back from the casino. They said it was a disposable account created for the purpose of receiving the welcome bonus and making a profit.

I don't know what this is about, but I think it's too one-sided.

Dear kurumint2,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

I forwarded the email from the casino. Please check it.

Dear kurumint2,

We have received email communications from Vavada Casino. We are actively working on resolving this case outside the complaint thread. I will keep you updated.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear kurumint2,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you kurumint2 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vavada Casino for their help in resolving this complaint. We would like to know why the player's account has been closed and what we can do to help resolve this issue.

Thank you!

Hello! 

We’ve carefully analyzed this situation. This account was blocked by our security team for violating the project rules, specifically creating a group of disposable accounts with identical parameters and characteristics. 

Player's deposit has been refunded, and winnings have been forfeited. 

Player's prohibited from using our services. This decision is final and can’t be reviewed.

All evidence has been provided to the forum moderator.

It appears the verdict is that the account was a disposable group account, but I am playing individually for the first time, not as part of a group, and that's what KYC is for, right?

Without even being asked for KYC, the disposable account verdict isn't conclusive evidence, and does this mean circumstantial evidence is being accepted?

In Japan, the principle of presumption of innocence applies, so I firmly argue that Wawada Casino's confiscation is unjust given the weak grounds for this claim.

Dear kurumint2, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello! We’ve provided all the extra details and hope they will assist you in reaching a just decision.

Thank you for providing me with the information Vavada Casino representative.

Dear kurumint2, would it be possible to provide me with the transaction history of your payment method used to deposit into the casino? (Bybit) You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I sent the email.

Thank you kurumint2. However, I have requested the whole of your transaction history from Bybit for review, not just the one transaction. Please provide the information to my email at your earliest convenience. (peter.c@casino.guru) Thank you in advance for your cooperation!

I purchased cryptocurrency through an intermediary.Bybit is not mine;it belongs to the intermediary.

Thank you for the update kurumint2, could you clarify if you have any relationship to this intermediary and if they're a seller or private person? Thank you in advance for your clarification!

I have no connection to it.I bought it from the seller.

Thank you for the clarification kurumint2. The casino has raised concerns about the validity of your account due to the origins of the funds used to deposit in the casino through the crypto wallet. Could you please provide me with a step by step explanation as to how you acquired the funds from FIAT currency all the way to depositing to the casino? Thank you in advance for your cooperation!

I bought cryptocurrency with cash the money I earned from my job.

Hello kurumint2,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the clarification kurumint2. I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello! We have responded to you via email and will be awaiting your reply.

Dear kurumint2, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello, Peter! We have already sent the response by email.

Thank you for providing me with the information Vavada Casino representative.

Dear kurumint2, after an internal review with our team, based on the evidence provided by the casino we have decided to reject your complaint. As the details for the restriction of your account are deemed confidential I am unable to fully explain the reasoning publicly. You have been accused of fraudulent activity which constitutes a clear violation of the casino's terms and conditions and we consider the steps the casino has taken to be justified. Thank you for your understanding.

Kind regards,

Peter