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Complaint regarding confiscated winnings and account closure – Vave Casino

Hello,

I would like to submit a complaint regarding an issue with Vave Casino.

I received a birthday bonus from the casino and decided to use it. I played normally and completed the wagering requirements associated with this bonus. After completing the wagering, my balance reached approximately $390.

All of my gameplay was done exclusively on slot games.

When I attempted to withdraw my winnings, I received an email from the casino stating that my account had been closed due to alleged "suspicious activity" and that all funds had been confiscated.

Unfortunately, because the casino immediately blocked my account, I no longer have access to my account to provide screenshots of the balance or wagering progress.

I did not engage in any fraudulent behavior, multi-accounting, bonus abuse, or any activity that would violate the casino’s terms. I simply used the birthday bonus offered to me, played slot games, completed the wagering requirements, and attempted to withdraw my winnings.

The casino has not provided any explanation or evidence regarding the alleged "suspicious activity".

I kindly ask Casino Guru to investigate this situation and help mediate with the casino so that either:

The casino provides clear evidence of the alleged violation, or

My legitimate winnings of $390 are restored.

Thank you for your assistance.

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.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or have you at least submitted any identity documents to the casino for verification?
• Have you used any other payment methods besides cryptocurrency to deposit money into this casino?

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

Hello

Yes, I have already deposited at this casino and have completed KYC.

I don't remember if I ever withdrew any money, but it's likely I did.

Only Crypto.

The casino stated that it is not obligated to inform the player about the reasons for confiscating the funds. However, I believe that confiscating winnings without providing any specific explanation or evidence is unfair to the player.

I respectfully request that the casino provide a clear explanation of what rule was allegedly violated and what specific activity was considered suspicious.

The last email from Vave casino after I questioned once again what these suspicious activities they were talking about were.

Dear jsoeiro9273

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello

Thank you very much, I will wait with the utmost patience.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Vave Casino,

Could you possibly provide additional information regarding this case and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Romi,

We would like to confirm that we've provided the evidence and supporting documentation regarding the complaint via your email.

Please review the details we sent and proceed with the investigation accordingly. Should any further clarification be required from our side, we are happy to provide it promptly.

Best regards,

Vave Casino

Thank you, Vave Casino, for the information and all the evidence provided.

Dear user,

We have thoroughly reviewed the information provided by the casino and have found that there has been a violation of the rules concerning the opening of multiple accounts. This practice is prohibited by most online casinos, and, regrettably, we must reject your complaint at this time.

We kindly ask that you refrain from such behaviors in the future, as it may limit our ability to assist you.

Best regards,

Romi