Good afternoon. Sorry, I use google translate to translate from my language to english.

My complaint about this casino is VAVADA.COM, I was blocked after I won about 6500 dollars. I made a cryptocurrency deposit of about 0.0268 btc (about 24 500 tenge).

After I issued the withdrawal of funds, I was asked to send documents. I sent my document and a selfie with my document.

My documents were accepted, but the casino blocked me for a reason that was not explained to me. Namely: "Your account has been blocked as you were found involved in fraudulent cryptocurrency payments. You are prohibited from playing in our project, the deposit has been refunded, and the winnings have been canceled."

I ask you for help.

Dear kurbanova96,

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. Was this the first and only deposit you made here? Did you activate any bonuses on top of your deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

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

Regarding the correspondence with the casino, I only tried to clarify the reason and explanations, but they didn’t tell me anything.

Yes, it was the only deposit, and the site gave me a bonus in the amount of the deposit. I lost my deposit, but I won money playing for a bonus

last chat from vavada com site

hi12:16

can you please here write the reason why my account is blocked by you with all money confiscation. my email is ***@gmail.com12:17

Anita has left the chat

Chat was transferred to agent Alina

Alina

Hello!12:29

Please name the information filled in your profile and the number of the wallet or card that was used on your account.12:29

We're awaiting your response. Goodbye! ??12:34

i used crypto to make deposit16:34

my name is Takhmina K***16:34

Gleb

Hello!

Please text me the email or the phone you have registered your account on.16:59

Waiting for your answer. Goodbye!17:05

[email protected]17:22

Martina has left the chat

Chat was transferred to agent Gleb

[email protected]18:19

Gleb

Hello!18:25

Your account has been blocked as you were found involved in fraudulent cryptocurrency payments. You are prohibited from playing in our project, the deposit has been refunded, and the winnings have been canceled.18:25

Thank you, wish you all the best! If there will be any questions, don't hesitate to ask.

Goodbye!18:36

How to understand "in fraudulent cryptocurrency payments"???18:43

How to understand "in fraudulent cryptocurrency payments"??19:17

Maria has left the chat

Chat was transferred to agent Daniel

How to understand "in fraudulent cryptocurrency payments"??19:24

Daniel

Hello!19:36

It is understood exactly as it reads, the account was blocked for violation of the rules of the project, the security dept has been identified a violation in terms of fraud with cryptocurrency payments.19:36

Leave your feedback

How satisfied are you with the operator's answers?

Daniel

Thank you for contacting us! Goodbye!

Thank you very much, kurbanova96, for your cooperation. I will now transfer your complaint to my colleague Andrej ([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.  

Dear kurbanova96,

From now on, I’ll be taking care of your complaint from now on. I’ll contact the casino to see if I can help.

I would like to invite the representatives of Vavada Casino to join this conversation.

We would like to ask the casino team to clarify the circumstances behind the decision in kurbanova96’s case. Any relevant evidence can be forwarded to [email protected].

Hello kurbanova96,

Thank you for all the information provided. You account was blocked by our security service. An investigation was conducted during which we identified a group of accounts created for the purpose to abuse the casino.

However, we're willing to make concessions and reconsider our decision based on the results of video verification. Please reach out to us by email ([email protected]), marked as "video verification/ видео верификация" to discuss all the details of the procedure.

Kind regards,

Vavada representative

Thank you, Vavada Casino team, for the reply.

kurbanova96, I’d like to kindly ask you to follow the instructions given by the casino team and keep us posted on any updates.

Thank you in advance. I’m setting the timer for seven days.

Thanks, I will write to the casino to resolve the situation. Thank you! When there is an update, I will write you here the answer.

спасибо, я буду писать казино для решения ситуация. спасибо! когда будет обновление я напишу вам тут ответ

Thank you, kurbanova96, for your cooperation. I’m setting the timer for seven days. Please let us know if you have any questions and keep us posted.

thank you, I contacted the casino and sent my contact on Skype, I hope everything works out for us

спасибо, я связалась с казино и отправила свой контакт в скайп, надеюсь у нас всё получиться

Hello. Help me figure it out, I was told that I can continue to play in the casino, but I can’t withdraw money? What does it mean?

Здраствуйте. Помогите разобраться, мне ответили что я могу играть дальше в казино, но не могу выводить деньги? Как это понимать?

Hello Andrej, 

Our security service has completed the verification process with kurbanova96. During the video call, the player admitted that she had no relation to the complaint on Casino Guru. The content of the objection is unknown to her. Therefore, this complaint was written by a 3rd person who is involved in unlawful activities. 

Moreover, the user didn’t have access to the crypto wallet and to the account itself, the correspondence with our support managers was also not conducted on her behalf. Most importantly, she confessed that the verification had been purchased. On top of that, she’s aware of the blocked account, though the reason remains undisclosed to her. 

Dear representatives of Сasino Guru, our decision stands unchanged, the account is blocked due to fraudulent crypto payments, purchased verification and dissemination of information to third parties involved in unlawful activities. To conclude, compensation or refund cannot be provided in this case, since the rules of the project were violated.

Kind regards,

Vavada representative

Hello kurbanova96,

During the video call, we had a conversation with the person who verified the account. We've notified that the funds would be withheld, and the account was blocked. Respectfully, we don't provide services to individuals purchasing verification.

Kind regards,

Vavada representative

you have come up with some theory that is profitable for you and are trying not to pay the winnings.

вы придумали какую-то вам выгодную теорию и пытаетесь невыплатить выйгрыш.

Everything that the casino wrote here is a complete lie, I ask Casino Guru to request a recording of my conversation with this casino. I did not say anything that this false representative writes. When I was asked during the call to go to the casino site, I could not do it because the provider blocks the site of this casino. I said that I can not log in due to an error. A false representative writes that "I did not have access."

Всё что написало тут казино, это полная ложь, я прошу Казино Гуру запросить запись моего разговора с этим казино. Я не говорила ничего что пишет этот лживый представитель. Когда меня попросили во время звонка зайти на сайт казино, я не смогла это сделать потому что провайдер блокирует сайт этого казино. Я сказала что не могу зайти из за ошибки. А лживый предствитель пишет что "Я не имела доступа".

Like the initially completely incomprehensible reason for blocking for me, as well as all subsequent actions of this casino with some kind of sign on Skype, this is just an attempt to deceive the player so as not to withdraw funds.

I confirmed that I played in the casino, answered the questions I understood. and the casino provides falsified information.

Ask them for the conversation that was made, after which you will be convinced that I did not say anything that this representative describes.

Как и изначально полностью непонятная причина блокировки для меня, также и все последующие действия этого казино с каким-то знонком в скайпе, это просто попытка обмана игрока, чтобы не выводить средства.

Я подтвердила что я играла в казино, ответила на понятные мне вопросы. а казино предоставляет фальсифицированную информацию.

Запросите у них разговор, который был совершен, после чего вы убедитесь что я не говорила ничего что описывает этот представитель

Thank you all for the replies.

Dear casino team,

It seems that kurbanova96’s version of the story differs quite a bit from yours. Thus, to confirm the validity of all statements made, we would like to ask you to provide the recording of the video call. Any relevant information can be forwarded to [email protected].

I’m setting the timer for seven days.

Hello Andrej,

I've reached out to you ([email protected]) and attached a recording of video verification. Please study it carefully, I've written all the necessary excerpts. If you have any questions regarding the video with the player, please let me know ([email protected]).

I'm looking forward to the final decision on the complaint and your feedback.

Kind regards,

Vavada representative

Thank you, Vavada Casino representative, for providing the evidence via e-mail.

Dear all,

After a thorough investigation of all relevant information and reviewing the verification call, we can confirm that the decision of the casino in this case was justified. There are clear signs proving that the person in the name of which the gaming account in question was held is not the person who has used the account and/or the person who submitted this complaint.

With that being said, we believe that this complaint is unjustified and thus, are rejecting it.

Dear all,

Due to the aforementioned reasons, this complaint will now be rejected.