Complaint #21 Vave Casino

Refuses to pay out 3012 Dollars

By brunledovik87

1 year ago

Good day!

My accoutn: brunledovik87

I have been playing at Vava casino for over half a year. I have made many deposits via cryptocurrency. For 3 months, I have been betting on the NHL and NBA. Since I am a Canadian citizen and it is popular in our country. At firs,t I was losing a lot and making deposits. Then I started winning a little. They withdrew my money within 5-10 minutes. I had no problems, I enjoyed playing at the casino and placing bets. When I started winning regularly and my balance started growing. They refused to pay me my winnings. Then they asked for verification, I thought it was a regular customer check,k and there would be no problems. I sent all the documents quickly because it is not a problem; I am a real person

11/26/2024 = they asked to send a driver's license + utility bill. I sent it successfully!

11/27/2024 = they asked to send a selfie with my face and a piece of paper with the numbers they wrote. I sent it successfully!

29-11-2024=they asked me to take another selfie of my face with the document and in the other hand another piece of paper. I sent it successfully!

01-12-2024=they asked me to send the driver's license again on a different background.

I sent enough documents to pass verification.

Then they started ignoring me and communicating with me by mail. They closed my account, and my entire balance was zeroed out. At the moment, I can't log into my account and withdraw my winnings. I ask you to help me, and I hope that Vava will contact me. To resolve this dispute. I provided all the documents and proved that I am a real person and ready to cooperate.

Today, 06.05.2025, they still have not responded to me.

Thank you

Disputed Casino Vave Casino

Reason Delayed 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.

brunledovik87

1 year ago

Dear Vave and AskGamblers,

Good afternoon, this is not a valid accusation! You have not provided evidence that I have violated. I have provided all the evidence. I was betting on sports events nhl and nba and also playing slots in your casino. Are you saying I broke the rules? Then please answer us all; why did you pay me my winnings? When my account was in minus = you had no problem paying me my winnings, When I started winning more often you just decided to close my account and not pay me my winnings. Also you provided false information that AskGamblers team accepted your evidence and agrees with you. They did not agree with you. Your company confiscated my deposit and my winnings. Are you accusing me of cheating?! But your company confiscated my deposit! This is more like fraud on your part and also you refuse to communicate with your customers via email. If you think that you are not a scammer and you care about your company's reputation, then give me my deposit. You can confiscate the winnings. And I'm glad I'm communicating with you on this site. So that other customers of your site can see how you treat your customers. But I still believe we can find a solution. Thank you.

Vave Casino

• Representative

1 year ago

Dear AskGamblers Complaint Team,

The complainant’s account was closed due to a breach of Section 10 (Anti-Fraud Policy) of our Terms and Conditions, which clearly states that the following actions are strictly prohibited:

-Participation 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 or denial of legitimate payments;
-Providing incorrect personal data;
-Low-risk roulette play (e.g., covering 25 or more out of 37 numbers);
-Other types of cheating.

As per our terms, Vave Casino 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.

https://vave.com/information/terms-and-conditions

The player in question violated multiple points listed above, which has been thoroughly investigated and documented. A full report detailing the fraudulent activity was already shared privately with your team, and we understand that AskGamblers has reviewed and agreed with our findings.

Due to GDPR and our internal data protection policies, we are not able to publish personal or sensitive information related to this case in a public message. Both the player and your team have been provided with all necessary details. Therefore, we believe a public disclosure would serve no additional purpose and could potentially compromise our compliance obligations.

We trust that the case has been handled appropriately and transparently. Should you require any further clarification, we remain at your disposal.

Best regards,
Vave Casino

AskGamblers

• Support Team

1 year ago

Dear Vave Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should 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 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