Vave Casino - 플레이어의 상금은 몰수되었습니다.

Dear Casino Guru Team:

I would like to bring to your attention a concerning situation I have recently experienced at Vave. The details are as follows:

1. I activated a promotional bonus and played "Wild Cash" with free spins.

2. I purchased some multipliers within the game, which was a clearly visible and accessible option.

3. I achieved a substantial win, primarily through a bet of 1 multiplied by 999 due to the game mechanics, without using purchased multipliers.

4. When I requested to withdraw my winnings, the request was canceled, and all my winnings were removed.

Vave explained that purchasing multipliers violates the bonus terms. However, there were no prior warnings about how this action might affect the bonus, and the purchase option was clearly available during the game.

I have sent two emails to Vave support a few hours ago to discuss my issue, but I have yet to receive a response. I am fully willing to provide more information and to engage in dialogue to reach a fair resolution.

I consider the penalty applied, which involves the total loss of winnings, to be disproportionate, especially since the majority of my winnings were earned without using the questionable multipliers.

The lack of clear warnings and the severity of the consequences are concerning. If the violation of the terms is so severe, I question why the casino does not automatically remove the winnings at the time of the supposed infraction, instead of waiting until the withdrawal request.

I request your intervention to investigate this case, and if deemed appropriate, to include this information in your review of Vave. This could alert other players to potential similar issues.

I reiterate my willingness to provide any additional information you may need and my desire to engage in dialogue to resolve this situation fairly.

Thank you for your attention to this matter.

Estimado equipo de Casino Guru:

Deseo exponer una situación preocupante que he experimentado recientemente en Vave. Los hechos son los siguientes:

1. Activé un bono promocional y jugué "Wild Cash" con giros gratis.

2. Compré algunos multiplicadores dentro del juego, una opción claramente visible y accesible.

3. Obtuve una ganancia significativa, principalmente a través de una apuesta de 1 multiplicada por 999 por las mecánicas del juego, sin multiplicadores comprados.

4. Al solicitar el retiro de mis ganancias, este fue cancelado y todas mis ganancias fueron eliminadas.

Vave explicó que la compra de multiplicadores viola los términos del bono. Sin embargo, no hubo advertencias previas sobre cómo esta acción podría afectar el bono, y la opción de compra estaba claramente disponible durante el juego.

He enviado dos correos al soporte de Vave hace pocas horas para tratar mi tema, pero aún no he recibido respuesta. Estoy completamente dispuesto a proporcionar más información y a dialogar para llegar a un acuerdo justo.

Considero que la penalización aplicada, que implica la pérdida total de las ganancias, es desproporcionada, especialmente dado que la mayor parte de mis ganancias se obtuvo sin usar los multiplicadores en cuestión.

La falta de advertencias claras y la severidad de las consecuencias son preocupantes. Si la violación de los términos es tan grave, cuestiono por qué el casino no quita las ganancias automáticamente en el momento de la supuesta infracción, en lugar de esperar hasta el momento del retiro.

Solicito su intervención para investigar este caso y, si lo consideran apropiado, incluir esta información en su reseña de Vave. Esto podría alertar a otros jugadores sobre posibles problemas similares.

Reitero mi disposición para proporcionar cualquier información adicional que puedan necesitar y mi deseo de dialogar para resolver esta situación de manera justa.

Agradezco su atención a este asunto.

Dear abbatistam, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

1.5.     The maximum bet with an active casino bonus is 5 USDT or equivalent in cryptocurrency, unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Vave reserves the right to cancel the bonus and the associated winnings.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Hello, thank you for your reply. I would like to inform you that everything has now been resolved. Indeed, the error was on my part since I did not read the terms before activating the bonus. I also checked other casinos and found the same measure. Although I still think that limiting the amount of bets while there is an active bonus or issuing a warning to the user would be the best options to avoid cases like mine. In any case, thank you for taking the time to read my comments. You can close the complaint.

Hola gracias por su respuesta. Comunicarle que ya todo se solucionó. Efectivamente el error fue por parte mía ya que no leí los términos antes de activar el bono. Además revisé otros casinos y me encontré con la misma medida. Aunque sigo pensando que limitar el monto de las apuestas mientras haya un bono activo o emitir una advertencia al usuario serían las mejores opciones para evitar casos como el mio. De todas formas gracias por dedicarle tiempo a leer mis comentarios. Pueden cerrar la queja

Thank you for your understanding and for taking the time to provide your feedback. We agree that casinos should ideally limit bets with software during active bonuses, but it's not a standard practice yet. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. If you have any more questions or need assistance in the future, please don't hesitate to reach out. Wishing you the best of luck in your gaming!

Best regards

Veronika