Vavada Casino - Solicitação de autoexclusão do jogador ignorada.

I have been struggling with gambling addiction and after losing some money at this casino, I sent an email to the support team asking for my account to be closed, as there is no option to do so on the site.

As you can see from the attached screenshot, the email was sent to their support team on the 16th June at 01.07AM GMT.

My account was not excluded when I asked and I was able to continue to log in and deposit and play and over the next 3 weeks I lost an additional 1000 euros. I believe I am in my rights to request a refund of the excess money lost AFTER I requested the exclusion, as if they had blocked my account diligently like I'd asked, I'd not have been able to lose this money.

They seem to be aware of this and are now denying they ever received the attached email from me. I sent it through Gmail and it was successfully sent, it was not bounced back to my inbox.

Is there anything I can do in this situation without getting third parties involved to prove the email was sent?

Dear jerz1992,

Thank you very much for submitting your complaint and forwarding the relevant communication:

I'm sorry to hear about your problem. Before we contact the casino and seek their perspective, could you please forward emails or screenshots demonstrating that you have requested self-exclusion and informed the casino about your gambling concerns? You can send them to my email address at petronela.k@casino.guru.

• Additionally, have you received any response from the casino after June 16th?

I hope we can assist you in resolving this issue promptly. Thank you in advance for your response.

Best regards,

Petronela

Hi,

I have forwarded onto you my initial email sent to the support email address on the 16th June. This is the only way you can request to have your account closed.

I had no reply, and no further correspondence with them until July 5th when I sent another email, this time to the account manager (I guess i'd lost enough to be given a proper account manager by this point!).

My second email to account manager on July 5th was responded to promptly, and my account was closed. I had by this time already lost thousands of euros extra from the date I initially requested my account be closed.

Thanks,

Jeff

Time at 0, any news?

Hello jerz1992,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No problem at all, thanks for the update.

Thank you very much, jerz1992, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jerz1992,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello jerz1992,

We're very sorry to hear about such an unpleasant situation. We reached out to our support department and checked whether your email was received or not (support@vavada.net). After multiple checks, we still haven't found your email. The same information was sent to you later when you contacted the support service.

Your account wasn't blocked because we didn't receive the email from June 16th. When contacting support on July 5th, the account was blocked.

On top of that, we'll attach the evidence that we haven't received this email and send it to the administration of CasinoGuru resource.

Dear CasinoGuru,

Could you please send me an e-mail address where I can send the evidence?

Kind regards

Dear Vavada Casino team,

Thank you very much for your cooperation. You can forward it to my email address mentioned below.

jozef.k@casino.guru

Hello Jozef,

I've attached the evidence, please check you email. Thank you in advance.

Dear jerz1992,

I confirm receiving evidence from the casino team. Unfortunately, it seems that they never received the above-mentioned email. Have you attempted to reach their live chat support, or was this your only attempt to close the account?

I definitely sent the email as proven by the email I forwarded onto the casino guru team. It's no surprise that the email has disappeared and the customer loses once again. Nothing was bounced back to my email address and the support address I sent my request to was correct. The email has now disappeared and a customer once again loses out; other readers can make of that what they will.

This was my only attempt to close the account other than after I lost all my money and tried again on the 5th of July. My second attempt was responded to promptly and my account closed.

I must say I'm very disappointed in this outcome, I was hoping they'd have just done the right thing but, what can I expect? It's my own fault for partaking in the only industry in which the customer is actively screwed over.

May I request information about the so called "evidence" provided which proves my email was not sent?

Dear jerz1992,

I am very sorry about the situation, but since that email was your only attempt to request self-exclusion, I have no choice but to close your case. Please note that self-exclusion only becomes effective upon the casino's confirmation. I cannot say that either your evidence or the casino's evidence is altered, as both might be correct. However, I believe you could have taken additional steps to close your account. Given that the casino offers 24/7 support in multiple languages, you had various options to seek assistance. Relying solely on an unanswered email is not sufficient for getting refund. Based on the information above, I consider your request as unjustified. 

You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. 

Best regards, Jozef

jozef.k@casino.guru