Vave Casino - Hráč nemůže vybrat své výhry kvůli minimálním omezením výběru.

I got a no deposit on this website and managed to wager the bonus (pic1) , after the bonus i saw that the minimum withdrawal amount is 0.0015 however after finnishing the wager i got reducted to 0.0008(50e) making the withdrawal impossible , i gambled the 50e and made 144e(pic2). After trying to withdrawal the amount of 0.0022btc , my balanced got "CORRECTED" back to 50e. I spoke with the support , they showed me that you can only win 50e from no deposit , and that i need to withdrawal the winnings before i try to deposit and gamble but here is the tricky part that i tried to explain to support (also wrote a email ,no reply from their "administrative side" ) that the minimum withdrawal on btc is around 100e but their no deposit is 50e.

I still have the 50e on my account unable to withdraw it as even if i deposit the winnings wont count! I just feel like this is a very scummy way to adversite a casino. Win but you shall take nothing haha

Dear kajaedhesangji,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has the customer support suggested what you can do to be able to withdraw your winnings?

When was the last time you communicated with the casino regarding the issue with your winnings? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

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

I spoke with live support twice , both times i got given the TOS that the max you withdrawal from no deposit is 50E, however after point it out that their min withdrawal is 100e (1st time i got ignored / being told that there is nothing to be done.) while the second time i got told to contact vave@support.com /(idid ill forward the email to you) without reply. They also stated twice that i should withdrawal the money before i deposit and gamble any further.

Thank you very much, kajaedhesangji, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 kajaedhesangji,

I'm Michal and I have taken over your complaint. I have reviewed this case and just to let you know, Vave Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter

We would like to invite Vave Casino to join the conversation.

Dear Vave Casino,

Can you please provide additional guidance on the steps the player needs to take in order to either withdraw their winnings or use them for continued gameplay?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello kajaedhesangji,

Thank you for bringing this matter to our attention. We understand the frustration of being unable to withdraw your winnings due to minimum withdrawal limitations, and we sincerely apologize for any inconvenience this may have caused.

Please rest assured that we are actively working to resolve this issue. Our team is currently reviewing the withdrawal limitations and gathering all necessary information to address the situation promptly.

We appreciate your patience and understanding in this matter. We will provide you with an update as soon as we have more information.

Thank you for your understanding.

Best regards, Vave Casino

Hello kajaedhesangji,

We have thoroughly investigated your case and can confirm that your funds have been successfully processed and withdrawn from our platform. If you have any further questions or concerns, please feel free to contact us.

Best regards, Vave Casino

Thank you for your response, Vave Casino team.

I'm pleased that the situation was reassessed and the player was able to successfully withdraw their winnings.

Dear kajaedhesangji,

As per the Vave Casino team's response, you were able to withdraw your winnings. Can we consider your complaint resolved or do you require assistance with anything else?

Hello , yes i was able to withdraw 40e(0.00060233 BTC) out of 0.00230000+ BTC that i had won , so yeh i guess i was able to withdraw only that.

So i do not know what to say to this case atleast something ? i am still salty that they show the money as real one after you done the wager yet you cant win with them....(but you can always lose them haha) so yeh consider this case as you wish

Dear kajaedhesangji,

Although I understand that your user experience with this situation was not optimal, but there are some points to consider.

While I know this has been communicated to you before, it's common practice in many casinos to have maximum winnings or withdrawal limits for no-deposit bonuses. In your case, the maximum winnings were €50, which you received. I strongly advise reviewing the terms and conditions of any bonus before claiming it to avoid future disappointments. Sometimes bonuses may not be as lucrative as they initially seem.

I understand your desire to withdraw your winnings, but as previously mentioned, the casino team had set a higher minimum withdrawal limit. While I agree that the €100 limit might be higher than what's standard in most other casinos, the casino team eventually adjusted it after communicating with you, allowing you to withdraw your winnings, which I believe was the appropriate action.

Once again, I acknowledge that your user experience in this situation fell short of ideal. However, considering that you received the winnings you were entitled to, I believe your complaint was effectively addressed and resolved.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru