I won over 23k€ on Vauhdikas.com and operator forfeited all of my winnings that I tried to withdraw. First I had multiple problems with operator when trying to withdraw my winnings for over a week. Operator stated that there was a technical failure when trying to withdraw the first time. The website indicated that someone had cancelled the withdraw. After that at 19/12/2024 I got an email stating that I had broken clause 4.3 in the casinos Terms of services for holding multiple accounts or someone in my household had. Operator forfeited all of my winnings (23k€).

I have never held multiple accounts and I live alone in my household. No one in this timespan that Vauhdikas.com has been operating has been able to register an account in my household or when connected to my internet. Vauhdikas.com also uses pay'n play registration so I have only registered/logged in using one bank account owned and accessed strictly and only by me.

Dear Eketso,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino confiscated your winnings?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

1. I only played slots. Mostly just nolimit city slots.
2. Yes I passed verification. There never was a problem with that. I only logged in via pay'n play using my Finnish bank credentials that confirm my identity.
3. I did not have a bonus. Raw balance all the way.

Best regards

-Eketso

Thank you very much for your reply, Eketso. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I have sent you everything via email.

Let me know if you need anything else.

Best regards

- Eketso

Thank you very much, Eketso, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi,

I wanted to update you regarding my dispute with Vauhdikas.com. eCOGRA has now officially taken on the case and will be handling the dispute resolution process.

-Eketso

Dear Eketso,

My name is Kubo, and I will be handling your complaint moving forward.

Could you kindly forward me the confirmation from eCOGRA that they have officially taken over the case? Please send it to my email address at [email protected].

Thank you for your cooperation. I look forward to resolving this matter for you.

Hi Jakub!

I have forwarded the email.

Best regards,

Eketso

Dear Eketso,

Since the official ADR is involved in this matter, I will proceed with changing the status of the complaint to "Waiting for decision of regulator". If there are no updates in the meantime, this status will remain for three months, after which the complaint will be automatically reopened.

If you receive any updates regarding the eCOGRA's decision during this period, please feel free to reach out to me via the email address provided earlier.

Thank you for your understanding, and I wish you the best of luck with the ADR's decision.

Best Regards,

Kubo

Dear Eketso,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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,
Kubo
www.kpvfaw.com