Vavada Casino - プレイヤーは失われた賞金の返金を要求します。

Basically, this is something that reoccurs quite often at Vavada but this time I got really pissed. I played Wild Shark with 90 euros and I lost them all on a 50-cent bet which was sad but those are not included in the complaint. After that, I entered the slot with 130 euros on 1 euro bet and it started paying then shortly after the game disconnected me stating "No connection to server" which hung for 2-3 minutes so that Vavada could activate the mirror slot After I reentered I made 3 or 4 hits with 170 euros, I immediately confronted the casino and requested bet history to which they declined saying this is a private information which makes no sense because the bet history is mine and I have the right to have it. I want a refund for the amount that was lost after the fraudulent activity

Dear drgabber,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you had with Vavada, particularly regarding the connection issue and their refusal to provide your bet history.

To assist you effectively and mediate with the casino, we need a few additional details about your situation:

• Could you confirm the exact date and time the disconnection occurred? This will help us pinpoint the specific session in question.
• Did you receive any error messages or further communication from the casino after the disconnection?
• Have you experienced similar issues with Vavada in the past, or is this the first time you’ve encountered such a problem?
• If you have any relevant screenshots, emails, or chat transcripts with the casino, especially regarding their denial of your bet history request, could you forward them to petronela.k@casino.guru? This information will be vital in understanding the casino’s stance and advocating for your case.

Your cooperation is crucial in helping us proceed with the investigation and work towards a fair resolution. Without detailed information and evidence, our ability to mediate effectively could be limited.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela, I sent an email with several screenshots but yesterday's error was around 17:30 GMT+2. And yes, I have experienced a lot of those issues occurring only and only when the slot is paying, never experienced issues on a losing game. The situation with Midas 2 was one of the strangest I have ever experienced, literally dropping me every 2 spins.

Screenshots from the player:

Hi drgabber,

Thank you for your message and the additional details.

Regarding your request for the bet history, the casino's live chat support informed you that you can download your game history directly from your account. This is not private information for you as a player—it is accessible to you through your account dashboard. It seems there may have been a misunderstanding, as the live chat agent does not have access to your personal bet history, but you do.

I would strongly advise you to request your full game history via email from the casino’s support team if you are unable to retrieve it yourself. Once you have it, please forward it to me at petronela.k@casino.guru so we can proceed with the investigation. Without this game history, we cannot move forward with your case.

Additionally, I’d like to mention that the disconnections you experienced might be related to your internet connection rather than an intentional action by the casino. While it is frustrating, these types of errors are often technical in nature.

Finally, I recommend reading our article about payout ratios (RTP) and variance. It’s important to remember that casino games are based on randomness—sometimes you win, and sometimes you lose.

If you have any other relevant details or evidence to support your claim, please don’t hesitate to share them with me. We want to assist you as much as possible, but we need concrete proof to take any meaningful action.

Thank you for your cooperation, and I look forward to hearing from you soon.

Hi Petronela,

The casino is lying, there is no bet history tab, only recent transactions. Regarding their favourite reply that the transaction history is something private, it is again a total lie! All casinos have and need access to the best history, there is nothing private about it! I have worked in GAN software services and I know that access to bet history is crucial for the casinos to investigate bugs and escalate them to the software provider. Regarding the internet connection, I assure you that my internet does not stop only during my winning sessions and fixes itself when I start losing. I know how RTP works, I was playing slots way before Vavada opened for business, and I know every little detail around it including PlaynGo openly allowing Curacao casinos to scam people by not even showing the RTP and Vavada is not showing it as well, even though they can add the RTP. The screenshot with Midas 2, if only I could provide the bet history you will see after the drop I lost 200-300 euros on 10 and 20-cent bets without giving a bonus. I wrote to Thunderkick to request the bet history but of course no reply.

Hi drgabber,

Thank you for your message and for sharing your perspective. I can understand your frustration with the casino’s responses, and I appreciate the details you’ve provided.

To move forward, I suggest that you send an email directly to the casino requesting your full game history. You can clearly state that this information is essential for resolving the issue and that you would like to receive it as soon as possible. Please make sure to CC me in the email at petronela.k@casino.guru so that I can stay updated and assist where needed.

Without the full game history, we won’t be able to analyze the RTP, and unfortunately, we can’t proceed with the investigation. I’ll be here to support you once you have the necessary documentation.

Thank you for your patience, and I look forward to your next update.

Hi Petronela,

Before I do this, to be clear, do you mean the full history of the game or all time?

Hi drgabber,

Yes, I mean the full game history. This will allow us to analyze the RTP (Return to Player) accurately and understand your situation better. It should cover all your gameplay, deposits, and withdrawals.

Once you have that, feel free to send it over, and we’ll take it from there.

Thank you for your cooperation.

Vavada declined my request and said to extract the bet history from the provider which is impossible.

I did mention the issue with the slot - Midas Golden Touch Christmas Edition, here's proof that the strange session that I got dropped every 2 spins I made was not authentic, please see the screenshot from the Chrismas slot - no bet history whatsoever which leads me to believe that it was a mirror version. I'm adding a screenshot from Midas Golden Touch where the bet history is included.

The refund request is now 400 euros.

Hi drgabber,

Thank you for your update and for sharing the screenshots regarding the issue with the Midas Golden Touch Christmas Edition slot.

• Could you also please clarify why the refund request has now increased to 400 euros?

However, I would like to gently remind you that continuing to play the game in an attempt to prove that it’s not working as intended might not be the best course of action. It can complicate things further, especially when it comes to the verification of bet history or any other related issues.

I look forward to your reply. 

Hi, I lost around 250 on it in November on 1 session on a 10 and 20 cent bet without getting a bonus I have not played on it since then. I tried to extract some of the bet history from the game but then I saw there was no bet history as if I have never played it which definitely screams a scam so I want to include it.

Hi drgabber,

Thank you for the clarification. I understand your frustration, especially regarding the missing bet history.

If your total loss on the game was around €250, could you please confirm why the refund request has increased to €400? I want to ensure I fully understand your claim before proceeding.

Looking forward to your response.

Yes, that is correct. I wrote to thunderkick to request bethistory again.

Hi Petronela,

Today is a good day, Vavada has a problem with bonus wagers and because of it, I got a confession from Vavada about the bet history. Caught their support off-guard, you can see in the screenshot that he realised he messed up and I assume he panicked afterwards because he wrote: We do not have full access to this information they are private. Which is definitely different than their usual no access at all.

Hi drgabber,

This is my final request for clarification regarding the €400 refund claim. You initially mentioned a loss of €250, but the refund request has increased to €400, and I still don’t fully understand why this change occurred.

Could you please provide a clear explanation for the increased amount so we can move forward with the investigation?

Thank you for your cooperation.

Hi Petronela,

I made the decision to the 250 euros from the previously mentioned Midas Golden Touch Christmas edition session because:

1. I have played more on this game it allows a clearer picture of the RTP.
2. Strange game behaviour(game breaks every 2 spins) which resulted in that loss on 10 and 20-cent bets.
3. It is well-documented, having already sent screenshots from the game-breaking and confronted the live chat while playing the and with the issue reoccurring over and over.
4. Revisited the game to view my most recent history which was oddly deleted

I apologize for the caused inconvenience.

Hi DrGabber,

Thank you for your detailed update.

However, I must remind you that continuing to play a game just to prove it isn't fair is not advisable and could complicate things further. As a matter of policy, we do not negotiate in that direction. The only proof available to support your claims at this point are the two screenshots showing the error.

We always strongly advise players to stop playing immediately when any issues occur, in order to prevent further complications.

It is also worth considering that the issue might be related to your internet connection, as disconnections and errors can sometimes be caused by connection instability rather than the casino's systems.

• Could you also please clarify when exactly this issue with disconnections started? Knowing the timeline will help us understand the situation better.

Please let me know how you'd like to proceed.

Midas in particular drops every time if you try you will get the same rigged result. Regarding my internet connection, whenever I drop from a game I immediately check if there are issues with my internet and usually that's not the problem. The Midas session was in November.

Dear DrGabber,

Thank you for your response and for providing more information.

Hello Vavada Casino Team,

To move forward with the investigation, I would like to request the casino to send me the full game history related to these sessions, including the specific details of gameplay on Midas. This will allow us to further analyze the situation and understand what may have caused the issues.

Please feel free to forward the requested information to my email address: petronela.k@casino.guru.

I appreciate your cooperation and look forward to resolving this matter as efficiently as possible.

Hello.

For our part, we also strive to quickly and effectively resolve the issue.

Pleaseб indicate the specific periods (dates and exact times) for which you need data. Thank you.

Dear Vavada Casino Team,

Thank you for your response.

Could you please provide the game history from the beginning of November until today, as mentioned?

Additionally, I would like to ask drgabber to verify if this timeframe is correct, or if there are specific dates and times they would like to focus on.

I appreciate your cooperation and look forward to your reply.

Hello Petronela,

I'm sorry I was away for a few days.

Thunderkick breaks constantly at Vavada which leads me to believe that the game is not authentic. The suspicious Midas Christmas edition session started late on 31.10 and continued till early morning hours on 01.11.2024.

After there are more failed attempts and constant disconnects.

Hello! We've sent all the information on this complaint to the forum moderator. And we're waiting for a response and a fair decision.

Hello drgabber ,

I hope you're doing well. I wanted to provide you with an update based on the information we’ve received from Vavada Casino.

The casino has provided evidence regarding your session on January 20th, 2025, around 15:30 UTC (17:30 GMT+2). According to the casino, there were approximately 300 rounds played, and one of these rounds, in the Blue Dolphin slot, was canceled due to a session break. The bet was simply returned to your balance. I have received supporting evidence from the casino.

Furthermore, the casino checked the round that most closely matched the situation described in your complaint, and they confirmed that there were no errors in the game play. They also reviewed the screenshots you provided for rounds from November 2024 and found everything to be regular.

Given these findings, the casino has determined that there were no potential winnings from the session in question, and as such, no refund or compensation for lost winnings would be warranted.

I understand that this outcome may not be what you were hoping for, but based on the evidence provided by the casino, it seems that the cancellation of the round was a standard technical issue and did not result in any lost winnings for you. If you have any further questions or need additional clarification, feel free to reach out to me.

Thank you for your patience, and I hope this clears up the situation for you.

Dear drgabber,

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.