Vave Casino - La sección de apuestas favorita del jugador estaba restringida por el casino.

Last summer, I was betting on sports at Vave casino. At the end of August, the sports betting section was closed to me because I am a player from Russia. Following this, the relevant rule was added to their regulations. They only left me the possibility to play at the casino and slots to meet the deposit wagering requirement. When I made the deposit, I planned to bet only on sports. I find being forced to play at the casino or slots to be unfair and unjust. I was not notified about the rule change, nor was I offered a chance to withdraw my money. I don't want to play at the casino or slots and am requesting help in getting my money returned.

Летом я делал ставки на спорт в казино Vave. В конце августа мне был закрыт раздел ставок на спорт, потому что я игрок из России. После этого соответствующий пункт был внесен в правила. Мне оставили возможность только играть в казино и на слотах, чтобы выполнить требование отыгрыша депозита. Когда я делал депозит, я планировал делать только ставки на спорт. Принуждение играть в казино или слотах я считаю нечестным и несправедливым. Меня не уведомили об изменении правил и не предложили вывести деньги. Я не хочу играть в казино или слоты и прошу помочь мне вернуть мои деньги.

Dear Basquo,

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

Could you please advise if you made any bets in the casino/slots section?

When was the last time you communicated with customer support regarding this issue and what was their reply?

Have you completed the KYC verification?

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

Best regards

Veronika

No, I have not placed any bets in the casino and slots sections yet.

The last time I spoke with support was on Tuesday, they refused to accommodate me.

I have attached this correspondence in a screenshot.

I have not undergone KYC verification because I am not yet allowed to withdraw funds.

Нет, я пока не делал никаких ставок в разделах казино и слоты.

Последний раз я общался со службой поддержки в вторник, они отказались идти мне навстречу.

Данную переписку я прикрепил в скриншоте.

Я не проходил проверку KYC, потому что мне пока что закрыта возможность вывода средств.

Thank you very much, Basquo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

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

I would now like to ask Vave Casino for their help in resolving this complaint. We would like to ask for your assistance in refunding of the player's deposit, let us know how we can help resolve this issue.

Thank you!

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.

Greetings!

We are meticulously examining the intricacies of this situation and will return with a thoughtful response very soon. We kindly ask for a bit more of your patience. Thank you for understanding!

Hello!

Once again we apologise for the delay in responding.

We would like to inform you that sports betting is closed for the player in accordance with the established rules. Detailed information about this is available on our website and we always recommend that you familiarise yourself with the rules before playing. It is important to note that casino betting remains open to the player and they can continue to utilise it to its fullest extent.

Thank you for your understanding and if you have any further questions, feel free to get in touch.

Thank you for the clarification Vave Casino representative. We would like to know if it would be possible to refund the deposit of the player as they're not interested in playing casino games.

Thank you in advance!

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.

Greetings,

We're sorry for not getting back to you sooner. We truly appreciate and understand the sentiments involved. However, it is essential to note that all pertinent information is explicitly detailed in our rules. To enhance a player's future experience, we recommend acquainting yourself with the rules before engaging in gameplay and placing bets to circumvent any potential inconveniences.

Thank you for your understanding and patience.

Thank you for the clarification Vave Casino representative.

We are strongly against the confiscation of funds as per our Fair Gambling Codex. If the player was a member of the casino before this change took place as mentioned by them in the thread, we believe they should've had a chance to withdraw their remaining funds or have had an option for refund of the deposit. I hope we will be able to reach a compromise otherwise we will have to be forced to close this complaint as "Against Fair Gambling Codex". Thank you in advance!

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.

Dear Basquo, unfortunately as there has been no response from the casino I will have to close this complaint as 'unresolved' which may negatively affect the casino's rating. 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. 

Kind regards,

Peter

Yes, problem solved

Да, проблема решена

Dear Basquo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter