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I am filing a complaint against Vavada Casino for unfairly blocking my account and confiscating my legitimate winnings of 10,000 TRY.

Here is the exact timeline of what happened:

1 I registered a new account and deposited 1,000 TRY of my own money.

2 First, I played poker with my raw cash deposit.

3 After that, I activated their 100% welcome bonus and started playing slot games.

4 I got lucky on the slots and managed to win 10,000 TRY.

5 I fully and legitimately completed the wagering requirements (wagering) for the bonus.

6 When I requested a withdrawal, my account was suddenly locked.

When I contacted live chat support, they accused me of "multi-accounting" and using a "group of one-day accounts," and then rudely closed the conversation on me, stating their decision is final. They only refunded my initial deposit of 1,000 TRY.

The reason their automated security system triggered a false positive is because I registered and played while connected to my university's public Wi-Fi network. As a student network, thousands of people share the exact same IP address. It is highly likely that someone else has used Vavada from this network before, and the casino's system mistakenly flagged me as a duplicate account.

I am a completely unique and genuine player. I have offered the casino full KYC verification (ID, selfie, proof of address) to prove my identity, but they refused to even look at it.

I am attaching screenshots of my chat with support where they blocked me. I kindly request CasinoGuru to mediate this case, as I played fairly, met all the bonus terms, and want my 10,000 TRY winnings restored.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Hello,

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 how long have you been playing at Vavada Casino?
• Did you pass the verification before you lost access to the account?
• Have you used a payment method that is registered in your name?

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

Hello Attila,

Thank you for taking over my case. Here are the answers to your questions to clarify the situation:

1 How long have I been playing at Vavada Casino?

I registered my account just one day before it was blocked. Within that short timeframe, I made my deposit, played some poker with my raw cash, then activated the 100% welcome bonus, played slot games, successfully finished the wagering requirements, and requested a withdrawal.

2 Did I pass verification before losing access?

No, I did not. Usually, other online casinos require KYC verification before making a deposit or prompt you during the process. However, Vavada never requested any documents from me. I fully expected to complete the verification during the withdrawal process, but instead of asking for my ID, they straight up blocked my account and refused to give me any chance to verify my identity.

3 Have I used a payment method registered in my name?

I deposited using BNB (Binance Coin) from my personal, private crypto wallet.

I would also like to strongly emphasize that this block is a false positive by their automated system. I registered and played while connected to my university's public Wi-Fi network. As a student network, thousands of different people share the exact same IP address daily. It is highly likely that another student has used Vavada from this network before, causing the casino's system to mistakenly flag my account as a duplicate.

I am a completely unique, genuine player and I am more than willing to undergo full KYC verification (providing my ID, passport, selfie, or proof of address) to prove it.

Thank you for your help in resolving this.

Best regards

Hello! 

We’ve carefully analyzed this situation. The player's account was blocked by our security team for violating the project rules. This concerns the creation of a group of one-day accounts with identical parameters and characteristics. All evidence has been provided to the forum moderator. The deposit has been refunded, and the winnings have been forfeited. This account was permanently blocked.

As we strictly adhere to the terms and conditions of the project, this decision is final and can’t be reviewed.

Thanks to both parties for their cooperation.

Dear Pedercek123,

The casino has provided us with evidence indicating that your account was linked to other accounts in a manner that raised legitimate concerns regarding compliance with their anti-multi-accounting policies.

While I understand your explanation regarding the use of a shared network, the information supplied by the casino was not limited to IP-related data alone. After reviewing the evidence, we believe the casino had sufficient grounds to conclude that the accounts were connected and to take action in accordance with their terms and conditions.

For privacy reasons, we are unable to disclose the specific details of the evidence provided by the casino.

Based on the information available to us, we consider the casino's actions justified. Since your deposit was refunded, we do not see grounds to challenge the confiscation of the winnings.

Consequently, this complaint will now be closed as rejected.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter issues with any online casino in the future.

Best regards,

Attila

Casino.Guru