Vavada Casino - La solicitud de cierre de cuenta del jugador ha sido denegada.

The casino administration categorically refuses to comply with my request, citing "technical impossibility of restricting access" (screenshot 1000025415.jpg attached). They are deliberately keeping my account open, violating responsible gaming rules and the terms of their license.

I demand that Vavada immediately and permanently deactivate my profile. I ask the arbitration team to assist me in resolving this issue.

​Администрация казино категорически отказывается выполнять мое требование, ссылаясь на «техническую невозможность ограничить доступ» (скриншот 1000025415.jpg прилагаю). Они умышленно удерживают мой аккаунт открытым, нарушая правила ответственной игры и условия своей лицензии.

​Я требую от Vavada немедленной и безвозвратной деактивации моего профиля. Прошу команду арбитража помочь в решении этого вопроса.

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Hello,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear StooO,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru