Complaint #28 Vave Casino

Confiscation of money without reason

By japic95

1 year ago

I opened my Vave account on June 27.

I made several deposits for about 100 euros in total.

On July 1, I applied for the first withdrawal for 65 euros, and on July 3, for another withdrawal for 42 euros. Both payments were received.

Then I made 4 more deposits, also for a total of about 100 euros. When I wanted to make another withdrawal, I received a verification message. I was asked for my ID, a selfie with the code, and two bills.

All documents were sent very quickly. After this verification, my account was blocked and 141 euros disappeared from it. I did not do anything against their rules; I sent all documents as soon as possible. I did not take any bonuses. I was not given any reason why my money was confiscated.

I am asking for help in recovering my money.

Disputed Casino Vave Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Vave Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Vave Casino

• Representative

1 year ago

Dear japic95,
Thank you for your messages.

After carefully reviewing the documents you provided and conducting an internal investigation, we found that some of the documents were forged. Due to this violation, your funds have been blocked and confiscated in accordance with our platform’s Terms and Conditions.

We have shared all the evidence with the AskGamblers team, and they have reviewed the case and agreed with our decision.

Please note that this decision was made based on our strict Anti-Fraud Policy, which states:

10. Anti-fraud policy
10.1. The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

- participating in any type of collusion with other players;
- development of strategies aimed at unfaithful winnings;
- fraudulent actions against other online casinos or payment providers;
- chargeback procedures with a credit card or denial of some payments made;
- going bankrupt in the country of his residence;
- providing incorrect personal data during registration;
- low-risk roulette play where the player bets equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table (placing bets on black/red only covers 36 of 37 possible numbers);
opposite betting:
sports betting: actions aimed at placing bets on opposing outcomes of the same event;
casino: placing wagers on conflicting outcomes within the same casino game, live game, or table game;
other types of cheating.

The Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company, and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player.

We hope you understand that these measures are necessary to maintain a fair and safe environment for all our players.

Thank you for your cooperation.

Best regards,
Vave Casino

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Vave Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear Vave Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Vave Casino Complaint Stats

Resolved 24 / 24

Avg. Amount $1,091

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Vave Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 17 out of 17 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

COMPLAINT REFERRED BY AGCCS PARTNER Daily-Freespins (279)

Vave Casino Complaints

See all complaints for this casino

Stealing money without answer

Good afternoon, AskGamblers

I requested a withdrawal of funds, after which Vave required me to complete verification. I provided all the documents requested by Vave from their verification list. I sent all the required documents several times and also attempted to contact technical support multiple times, but I did not receive a single response. Zero responses were received from Vave.

I contacted the live support team as well, but they were useless, could not help, and did not know anything about my case.

I was given a two-week deadline to submit all documents. I will now provide screenshots with the dates and my messages showing that I submitted all verification documents within the required time frame. Nobody reviewed them, as if nobody even existed on the other side.

After two weeks, I received an email stating that my account had been closed because I allegedly failed to provide the requested documents within the specified time. However, this is completely false. I have proof, which I am attaching in the screenshots.

-1 744$

Resolved

$1,744

Vave is refusing to approve my withdrawal

I made multiple deposits without any problems. Lost around $1000 and I made a withdrawal of $765 which is still under approval from vave casino. I went on chat support and one of their chat support people said is up to 3 days to receive my withdrawal. Second day I went again on chat and the person on chat support said they’ve got no time frame for this. Just as soon as possible. With vave casino if you lose your money you don’t need to make any checks you can make as many deposits as you want. Once you make a withdrawal they start messing around with you. No wonder their rating is 1.9 stars. I recommend anybody to stay away of this platform.

Resolved

$765

doesn't withdraw the money

Writing regarding my withdrawal request, which has now been pending for 3 days.

I haven’t received any updates, and no additional information or verification has been requested from my side.

I would appreciate an update on the status of my withdrawal and clarification on the delay.

For context, I have only been playing slots.

Looking forward for response.

Resolved

Complaint regarding confiscated winnings and account closure

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 AskGmablers 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.

Resolved

Operator ignored your Self Exclusion request and offered me bonuses instead

I am writing to escalate the lack of action by Vave and in particular one of their VIP manager named Hank. I first noticed the lack of responsible gambling options on their site and as requested I asked support in the chat. They then said they would escalate and I received an email from a ‘Hank’ from VIP team but this wasn’t a complaint about their product or service this is a support request about me feeling I need to be self excluded from the service and as you don’t allow anyone to do themselves I asked him.

I asked for their ADR provider and to speak to someone about my case but only got VIP manager, whom was one purposely ignoring my requests.

Below is the thread where I was very clear about what I want.

Unfortunately I didn’t receive any response at all but from next day started to receive bonuses from hank, while even if system generated or not is frankly proof that you do not have users welfare in mind. Post that email there was no follow up and in my weakness I went In and lost more funds I cannot afford to do, which in my eyes is all Hank and Vave care about, more money from users and not their welfare and against gambling regulations (around $1500-2000)

I also responded yesterday again as well as raising an escalation through their customer support, specifically asked to be self-excluded which I do not need to explain why and it is a legal requirement for you to carry out my request. This was more than 1 month ago and as you never did I lost more funds I was trying not to.

They have simply shut down my account and ignored the rest.

Resolved

$1,100

Delay in withdrawals from Vave Casino

I am experiencing an issue with two pending withdrawals from Vave Casino.

I requested two withdrawals via USDT, and both have remained pending for a long time without being processed.

The support team informed me that the withdrawals are under a “security check,” but this delay has now become excessive.

I have used several other casino platforms before, and I have never experienced such a long delay for crypto withdrawals, especially USDT (TRC20), which normally takes only minutes to complete.

This situation has caused me frustration and disappointment, and I simply want my funds to be released as soon as possible.

Please assist in resolving this issue and ensuring that my two withdrawals are processed.

Withdrawals IDs:

#3193866 – 201 USDT

#3193862 – 339 USDT

Resolved

$540

Delayed withdrawal without reasonable explanation

Hello vave and askgamblers,

I have 1900 usdt in two withdrawals , 1000+900,and they not paying it .I am waiting long time for my money without any logical explanation.

All that support says, their financial department will approve withdrawal in timeframe that they not say.

Before this situation, every their withdrawal was almost instant and it make me asking about casino paying ability.

I feel frustrated and confused, and afraid for my money.

Please help me with this situation, I want to get my money, thank you after all.

Resolved

$1,900

Two USDT withdrawals delayed for too long

I am experiencing an issue with two pending withdrawals from Vave Casino.

I requested two withdrawals via USDT, and both have remained pending for a long time without being processed.

The support team informed me that the withdrawals are under a “security check,” but this delay has now become excessive.

I have used several other casino platforms before, and I have never experienced such a long delay for crypto withdrawals, especially USDT (TRC20), which normally takes only minutes to complete.

This situation has caused me frustration and disappointment, and I simply want my funds to be released as soon as possible.

Please assist in resolving this issue and ensuring that my two withdrawals are processed.

Thank you for your attention and help.

Best regards,

Resolved

$1,110

They don't return the money

Good afternoon, I deposited money into my account a week ago, but the transaction was declined due to an error in the transfer. I contacted customer support, and they asked me to provide an account for the refund. I provided all the necessary information, but the money has still not been returned. I demand the return of my funds, as the amount is not small. On the official website, customer support keeps telling me to wait for an email, but the only emails I receive are about updates. I demand my money back.

Resolved

Withdrawals delayed without any reasons for 80 hours

Vave Casino has been delaying my withdrawal for more than 80 hours now for $6172 and $1,200, respectively.

Despite the 72-hour regulation, it has been delayed continuously, and I have constantly made inquiries, but the live chat and customer support team have told me dozens of times that further review is needed. In this regard, I asked if there were any special problems with my account and my withdrawal application, and if I needed additional authentication, but there was no problem, and I said I didn't need any identification or additional authentication.

I didn't use any bonuses, but I only bet on the amount I deposited, and even though I met all the betting conditions, all I'm saying is to wait for more than 80 hours without paying the withdrawal. I think I'm deliberately delaying the withdrawal by only answering the same macro.

The withdrawal ticket IDs are 3020341 and 3017557. Please solve it quickly

Resolved

$7,372