Vavada Casino - A conta do jogador foi encerrada sem justificativa.

I am writing to file a formal complaint against Vavada Casino regarding the unfair closure of my account and the withholding of my funds.

​I previously had an account which I closed due to gambling addiction issues, clearly stating my reasons to the casino. A year ago, I opened a second account. Despite their "duplicate account" policy, the casino allowed me to pass any checks, deposit money, and play regularly for over a year without any issues.

​Recently, after making a new deposit of €70, I had a pending €300 cashback due to my previous losses. Suddenly, the casino locked my account, citing "duplicate accounts."

​My arguments are:

​I am requesting the return of my last deposit (€70) and the crediting of my earned cashback (€300), as the casino's failure to detect my self-exclusion earlier resulted in significant financial loss

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me your original self-exclusion request that you sent to the casino, along with the casino's response? My email address is veronika.f@casino.guru.
• When exactly was your first account closed, and when exactly did you open the second account?
• Have any of your accounts been fully verified? When was the last time you submitted any identity documents to the casino for verification?

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

Also, the casino now wants to do kyc after big losses, demanding that I send a photo without my card numbers covered..I have a screenshot that proves it.

Επίσης το καζινο θελει να κανει τωρα kyc μετα απο μεγαλες απωλειες εχοντας απαίτηση να στειλω φωτογραφια χωρις να ειναι καλυμενα τα νουμερα τις καρτας μου..Εχω στιγμιότυπο οθονης που το αποδεικνύει

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the accusations of you having multiple accounts as well as the requests for verification at veronika.f@casino.guru. I appreciate your patience and cooperation.

I have sent you what you requested.

Σας εχω στείλει οτι ζητησατε.

Thank you for your additional information.

I understand your concerns; however, we need to clarify a few important points regarding your case.

First, regarding your self-exclusion request:

You stated that you requested self-exclusion via live chat, but unfortunately, you are unable to provide any transcript or other supporting evidence of this request. Please understand that in cases like this, the burden of proof lies on the player. Without any verifiable evidence that such a request was made, we are not in a position to approach the casino or challenge their stance, as the casino may simply deny that any such request occurred.

For this reason, if no supporting evidence is provided, we will be forced to close the complaint as insufficient evidence.

Second, regarding the restricted jurisdiction:

We acknowledge your statement about residing in a restricted country. However, according to our policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registers, deposits, and loses funds during regular gameplay.

We only intervene in situations where a player from a restricted jurisdiction is allowed to register and play, but their winnings are later confiscated due to their location. This is not the case here.

If your argument is based on the claim that the casino should not have allowed you to register and deposit funds, please understand that we cannot compel the casino to refund your losses. Any such decision remains entirely at the casino’s discretion.

Lastly, regarding KYC and internal controls:

While we understand your concerns, the timing of KYC checks or the casino’s internal systems for detecting duplicate accounts does not constitute sufficient grounds for a refund of lost funds.

Based on the above, unless you are able to provide relevant evidence supporting your self-exclusion request, we will have no other option but to close this complaint as unresolved due to insufficient evidence.

Dear Duckhunter,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru