Vavada Casino - Hráč kritizuje bonusová pravidla.

I am very angry at how my money was taken away from my account. I activated the first deposit bonus and my real money on the account changed all to bonus money.

I talked to support and told me that in order to get back, I need to complete the full 35x wager. Once I completed the wagering requirement, my account was deducted 30 Euro rather than given the bonus I won.

Trying to get in touch with customer support regarding this issue and they're leaving me on read without answering.

It has been resolved as I was put in touch with a super customer support agent!

Dear CasinoPlayer,

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 much was your active balance when you activated the First Deposit Bonus? Do I understand correctly that your deposited funds got transferred to bonus balance together with the rewarded bonus? If that's the case, it is nothing unusual as deposited funds and bonuses become one balance.

Could you please specify how much were your entire winnings any why €30 has been deducted?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you, CasinoPlayer, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear CasinoPlayer,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.