Vave Casino - Výhry hráče byly zabaveny.

Hello,

My winnings were confiscated, after I had a max win.

So I have deposited $296.82 in BTC, and played until my balance was over $2k.

I have withdrawn the money, but the payment was pandening for 3 days. After 3 days I have received this email, which completely made no sense.

I wasn't playing with Bonus money, it was my own money, when I hit big, they didn't want to pay the winnings.

Dear Sensei47,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vave Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you previously redeemed any bonuses on your casino account, or were any bonuses awarded on your account automatically?
• Could you please share a screenshot of your bonus history?
• You can post it here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please check our article on bonuses: https://casino.guru/casino-bonuses

"A bonus represents a form of a reward you get for opening an account in a casino, deposting money or real money betting. The most common form of a bonus is a credit which you can play with and which, after fulfilling certain conditions, will be credited to your account."

Anything classified as a 'promotion' from the screenshots you submitted would fall into this category. If you were required to complete a wagering requirement it was probably a bonus.

Please let me know in more detail under which circumstances you reached your winnings if we are to consider your winnings to be from real money and proceed with an investigation.

I'll await your response.

Yes, I gambled with my $296.82, and the took some bonuses, which gave me couple of dollers, I have done wagering on them. Won the max win on of the games, and then I withrawn over $2k, and they void my withrawal, because they said I couldn't play any games with bonuses on, which completely made no sense to me.

Could you please share your deposit history and highlight which deposit led to a win in the casino?

I'll await your response.

Sure. I have attached a picture of my deposits

As you can see, the have done balance correction, and it shows $2318.99, but I t has removed to the balance I have deposited, which is $318.09.

That looks like a scam, as I wasn't able to withdrawn my winnings.

According to the transaction history, the deposit was made on November 3rd at 13:12.

Could you please specify when the bonuses cited in the casino's email were activated?

I'll await your reply.

Sure, here it is. You can see the time of the bonus issued, but it doesn't say when it was activated.

Thank you very much, Sensei47, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Sensei47!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

@Vave Casino are you there?

We have decided to extend the timer, as it seems that we are beginning to establish the contact with the casino.

Hello, we apologize for the delay.

We have to inform you that the winnings were canceled due to exceeding the maximum allowed bet during the game with an active bonus. This action has been taken following the rules. The amount of the winnings has been reduced to the level of the original deposit that was used to activate the bonus provided. We apologize for any inconvenience and count on your understanding in this situation.

Please do not hesitate to contact our support team to clarify any questions or for additional information. We are ready to answer all your queries and provide the assistance you need. Thank you for your understanding.

The thing is I have purchased bonus with the deposited money, and won the max win. You stated the game, didn't have bonus on the slot I played on that I have won, there was different slot.

Also, why won't you don't block the slot higher bets, or buys when bonus is on?

Very unfair, I will report to the Curacao licencing, if money isn't sent back to me.

Vave casino, could you, please, send me the game logs and clarify, which bonus had been taken by the player? My e-mail is pavel.k@casino.guru.

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.

Sensei47, I am sorry to say it, but it seems like I cannot help you here anymore. Casino has ignored our last messages, and we cannot try to resolve the case without their cooperation. I am now forced to close this complaint as unresolved, which will lower the casino rating, which may motivate them to participate in this and further complaints. The casino will be able to reopen this complaint at anytime.

Meanwhile, I would like to recommend you to lodge a complaint with the Gaming Curacao authority. We could not confirm if the casino is indeed licensed by them, but it is worth a try. Please, send your complaint to info@gaming-curacao.com. If you receive any new from the casino or response from the regulator, please, let me know. My e-mail is pavel.k@casino.guru.

Respectfully,

Pavel K

Casino Guru Team

We have decided to reopen this complaint because we have received the response from the casino. It was stated that the player has breached the max bet, but the casino could not provide any evidence at the moment. Sensei47, we have been told that you should contact support@vave.com to receive betting history. Could you, please, do that?

Hello Pavel,

Thank you for reopening case, I will provide all betting history.

It's interesting, but I cannot see my transaction history in 2023, it doesn't make any sense.

We have been told that you need to request it from the support.

Dear Sensei47,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.