Vave Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

I opened my Vave account on June 27.

I made several deposits for about 100 euros in total.

On July 1, I applied for the first withdrawal for 65 euros, and on July 3, for another withdrawal for 42 euros. Both payments were received.

Then I made 4 more deposits, also for a total of about 100 euros. When I wanted to make another withdrawal, I received a verification message. I was asked for my ID, a selfie with the code, and two bills.

All documents were sent very quickly. After this verification, my account was blocked and 141 euros disappeared from it. I did not do anything against their rules; I sent all documents as soon as possible. I did not take any bonuses. I was not given any reason why my money was confiscated.

I am asking for help in recovering my money.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Has the casino informed you if your documents were approved during KYC, or was your account blocked before the verification was successful?

What types of games did you play?

Have you contacted customer support to ask about the reason why your account was blocked and your balance confiscated?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1)Did the casino inform you whether your documents were approved during KYC verification, or was your account blocked before the verification was successfully completed?

I was not informed whether my account was verified, even though I submitted many documents.

2 )What games did you play?

Casino and sports betting

3)Did you contact customer service to ask why your account was blocked and your funds confiscated?

Yes, I sent several emails, but I did not receive a response.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 japic 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 know why was the player's account closed and winnings confiscated.

Thank you!

Dear japic,

We have closed your account because you submitted fake documents during the verification process.

As this is a serious violation of our Terms and Conditions, the decision to terminate the account is final.

We will send all relevant evidence and proof to Peter for further review.

Best regards,

Vave Casino

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

Dear japic, we have been presented with compelling evidence from the casino indicating the use of forged documents during the verification process. It is important to emphasize that the submission of falsified or manipulated materials is considered a serious breach of terms and constitutes fraudulent behavior.

We strongly advise against engaging in such practices, as they not only undermine the integrity of the verification process but may also result in severe consequences, including permanent blacklisting across the broader gaming and gambling industry.

In light of the evidence provided and the seriousness of the matter, we find the actions taken by the casino to be both appropriate and justified. As such, we regret to inform you that your complaint will not be upheld.

We appreciate your understanding and cooperation in this matter.

Kind regards,

Peter