Vavada Casino - O jogador ainda não recebeu os seus prémios.

I am writing to you to file a formal complaint against vavada due to unjustified delay in payment.

On 14.08 I submitted a withdrawal request for the above amount. Since then, the casino has confirmed to me that the payment has been "processed", but as of the time of filing this complaint, the funds have not been received.

In several consecutive inquiries to the support department, I only receive general answers without specific information about the exact reason for the delay and when I will receive the amount.

I ask for your help in settling the case, as I believe that the delay is in violation of the reasonable payout deadlines provided for in the casino's terms and conditions.

I am attaching evidence (screenshots, emails, chat correspondence) that confirms the approval of the withdrawal and communication with the casino.

Thank you in advance for your cooperation.

Пиша Ви, за да подам официална жалба срещу vavada, поради необосновано забавяне на изплащане.

На 14.08 подадох заявка за теглене на горепосочената сума. От тогава казиното ми потвърди, че плащането е "одобрено" (processed), но до момента на подаване на тази жалба средствата не са получени.

В няколко последователни запитвания към отдела по поддръжка получавам единствено общи отговори без конкретна информация за точната причина за забавянето и кога ще получа сумата.

Моля за Вашата помощ за уреждане на случая, тъй като считам, че забавянето е в нарушение на разумните срокове за изплащане, предвидени в условията на казиното.

Прилагам доказателства (скрийншотове, имейли, чат кореспонденция), които потвърждават одобрението на тегленето и комуникацията с казиното.

Благодаря Ви предварително за съдействието.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, withdrawals in our project are processed within 24 hours from the moment of the application, but they can hang on the side of the payment system. For our part, we can't influence its payment processing speed. However, we always do our best to speed up the process.

Your withdrawal has already been successfully executed. We wish you great games!

Dear Vavada Casino, thank you for your response and for confirming that the withdrawal has been successfully processed from your side.

Dear player, please let us know as soon as you receive the funds, so we can mark the case as resolved. If there are still any issues or delays, don’t hesitate to update us.

Dear player,

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,

Dominika

Casino.Guru