Vavada Casino - Закриването на акаунта на играча игнорира заявките за самоизключване.

Title:

Vavada Casino ignored self-exclusion requests and allowed further deposits

Hello Casino Guru Team,

I would like to submit a complaint against Vavada Casino.

I requested self-exclusion multiple times due to gambling addiction concerns, but the casino ignored my requests.

They allowed me to create new accounts using the same personal and payment details (only different emails) and continue depositing and gambling in PLN via BLIK and cards.

Casino support admitted in writing that they cannot control new account creation and that I have to "manage it myself".

I also received contradictory responses from different agents regarding blocking and reactivation of accounts.

After these violations, I requested a refund of deposits made after my exclusion requests, but Vavada refused, stating that deposits were voluntary.

This is a clear breach of Responsible Gambling and Self-Exclusion obligations under Curaçao licensing rules.

I hold strong evidence (screenshots of payments, support chats, contradictory replies) confirming that Vavada failed to enforce proper self-exclusion and KYC/AML controls.

I kindly ask Casino Guru’s complaints team to help review this case and to contact the operator to mediate a refund process.

The total disputed amount is approximately 40,000 PLN.

I initially reported this issue via email on October 3rd, 2025, but I am now submitting it officially through your complaint form for proper handling.

Thank you.

Best regards,

L**********

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 makes such a request, 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.

Dear Lukasz1819,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vavada Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your accounts have been blocked or if they are still accessible to you?
• How many accounts have you created, please?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Good morning Casino Guru Team,

In response to your request for clarification, I am sending a full description and chronology of my case with the Vavada casino.

The following information presents the most important events, communication with the operator and evidence-based irregularities in the system.

If necessary, I can also provide full documentation and additional files via a secure channel.

Chronology of events – the Vavada Casino case

1. Account registration – mid-July 2025

I created an account on the Vavada website, available in Polish, with full support in PLN and the option of depositing via BLIK and card.

I was not asked for any verification of my identity or the source of the funds.

2. A loophole in the system and the possibility of creating multiple accounts

In the period from mid-July to mid-September 2025, it was possible to create several accounts with the same personal and payment details (only the email address changed).

Each time I requested self-exclusion, the casino only blocked one account, but the system allowed me to register a new one immediately.

Already with the first account, I voluntarily sent a scan of my ID card to confirm my identity, but the operator did not implement any real verification or blocking based on this data.

I also have a message from the support department stating that, as part of GDPR procedures, user data is deleted after the account is blocked - which probably allowed re-registration with the same data, constituting a serious security gap on the operator's side.

3.Contact with Vavada

I have contacted the support department and the administration, finance and security departments many times.

Apart from general, repetitive answers, I did not receive any substantive response or solution to the problem.

All requests to block the account and the documents I sent remained without any effective response from the operator.

Full evidence has been provided to all departments mentioned.

Dzień dobry Zespole Casino Guru,

W odpowiedzi na prośbę o doprecyzowanie przesyłam pełny opis oraz chronologię mojej sprawy z kasynem Vavada.

Poniższe informacje przedstawiają najważniejsze zdarzenia, komunikację z operatorem oraz potwierdzone dowodami nieprawidłowości w systemie.

W razie potrzeby mogę przekazać również pełną dokumentację i dodatkowe pliki przez bezpieczny kanał.

Chronologia zdarzeń – sprawa Vavada Casino

1.Rejestracja konta – połowa lipca 2025 r.

Założyłem konto na stronie Vavada, dostępnej w języku polskim, z pełną obsługą w PLN i możliwością wpłat BLIKIEM oraz kartą.

Nie poproszono mnie o żadną weryfikację tożsamości ani źródła środków.

2.Luka w systemie i możliwość zakładania wielu kont

W okresie od połowy lipca do połowy września 2025 roku możliwe było utworzenie kilku kont na te same dane osobowe i płatnicze (zmieniał się jedynie adres e-mail).

Za każdym razem, gdy prosiłem o samowykluczenie, kasyno blokowało tylko jedno konto, ale system umożliwiał natychmiastową rejestrację nowego.

Już przy pierwszym koncie z własnej inicjatywy przesłałem skan dowodu osobistego, aby potwierdzić tożsamość, jednak operator nie wdrożył żadnej realnej weryfikacji ani blokady na podstawie tych danych.

Posiadam również wiadomość od działu wsparcia, w której informują, że w ramach procedur RODO dane użytkownika są usuwane po zablokowaniu konta — co prawdopodobnie umożliwiało ponowną rejestrację na te same dane, stanowiąc poważną lukę w zabezpieczeniach po stronie operatora.

3.Kontakt z Vavada

Wielokrotnie kontaktowałem się z działem supportu oraz z działami administracji, finansów i bezpieczeństwa.

Poza ogólnikowymi, powtarzalnymi odpowiedziami nie otrzymałem żadnej merytorycznej reakcji ani rozwiązania problemu.

Wszystkie prośby o blokadę konta i przesyłane przeze mnie dokumenty pozostawały bez skutecznej reakcji ze strony operatora.

Pełny materiał dowodowy został przekazany wszystkim wymienionym działom.

4. The proposal of the so-called "account for the system" and the lack of control over registrations

In September 2025, support suggested I create a so-called "system account", which was supposed to prevent further registration.

However, in subsequent messages from September 18, Vavada employees admitted directly:

"We cannot control the creation of accounts."

Additionally, they referred to the "Responsible Gambling" section, although in fact the system did not prevent re-registration or apply any protective mechanisms.

This confirms that the so-called "system account" was an illusory solution, inconsistent with the principles of responsible gaming and insufficient from the perspective of player protection.

5. Nature of the violations

The casino accepted PLN deposits and withdrawals via BLIK (available only in Poland) and Polish banks without any KYC/AML procedures.

Registration was automatic – the regulations were approved without the user's informed consent.

The system did not block new accounts after self-exclusion, and temporary blocks could be removed at will, which completely contradicts the principles of responsible gaming.

6. Evidence and documentation

I have full documentation, including:

– screenshots of deposits, withdrawals and chats with support,

– history of bank transactions and confirmations of BLIK operations,

– emails and departmental responses,

– screenshot of the message about data deletion under the GDPR,

– recording of conversations regarding time locks with the possibility of early unlocking,

– video of automatic registration, showing the lack of any verification.

If necessary, I can provide a full, detailed chronology of events and all evidence in its original resolution.

Summary:

Vavada Casino allowed multiple registrations and deposits after each ban, did not implement KYC or responsible gaming policies, ignored all self-exclusion requests, and offered non-functional, false solutions in the form of a so-called "system account."

The operator was active on the Polish market (PLN, BLIK, Polish support), which constitutes a violation of the terms of the Curaçao license and the principles of responsible gaming.

Kind regards,

Luke

Description of attachments (evidence)

1. Screenshot of BLIK deposit and withdrawal (15/08/2025) – confirms that the casino supports Polish BLIK payments, available only in Poland.

2. Automatic registration video – shows the lack of any identity verification and automatic acceptance of the regulations.

3. Request for full account blocking + response from 18/09/2025 – confirms that the casino is unable to block new registrations.

4. The answer "We cannot control the creation of accounts" - evidence of the lack of technical control over the creation of accounts, confirming the appearance of an "account for the system".

5. GDPR email – confirms that after blocking the account, the data is deleted, which allowed for the re-creation of accounts with the same data.

6. Chat about early account unblocking (20/09/2025) – proof of the possibility of lifting the block before the deadline.

7. E-mail about automatic acceptance of the regulations (09/10/2025) – confirms automatic approval of the regulations without the player's actual consent.

I can re-share all files in their original quality or via a secure channel.

The attached materials represent only a portion of the evidence we have. If necessary, I can provide full documentation—including additional screenshots, recordings, and bank statements—confirming every step of the case.

4.Propozycja tzw. „konta dla systemu" i brak kontroli nad rejestracjami

We wrześniu 2025 roku support zaproponował mi utworzenie tzw. „konta dla systemu", które miało rzekomo uniemożliwić dalszą rejestrację.

W kolejnych wiadomościach z 18 września pracownicy Vavada przyznali jednak wprost:

„Nie możemy kontrolować zakładania kont."

Dodatkowo powoływali się na sekcję „Odpowiedzialny hazard", choć faktycznie system nie uniemożliwiał ponownej rejestracji ani nie stosował żadnych mechanizmów ochronnych.

To potwierdza, że tzw. „konto dla systemu" było rozwiązaniem pozornym, niezgodnym z zasadami odpowiedzialnej gry i niewystarczającym z perspektywy ochrony graczy.

5. Charakter naruszeń

Kasyno akceptowało wpłaty i wypłaty w PLN przez BLIK (dostępny wyłącznie w Polsce) i polskie banki bez żadnych procedur KYC/AML.

Rejestracja odbywała się automatycznie — regulamin był zatwierdzany bez świadomej zgody użytkownika.

System nie blokował nowych kont po samowykluczeniu, a blokady czasowe można było zdejmować na życzenie, co całkowicie zaprzecza zasadom odpowiedzialnej gry.

6.Dowody i dokumentacja

Posiadam pełną dokumentację, w tym:

– screeny z wpłat, wypłat i czatów z supportem,

– historię transakcji bankowych i potwierdzenia operacji BLIK,

– wiadomości e-mail i odpowiedzi działów,

– screen z komunikatu o usuwaniu danych w ramach RODO,

– zapis rozmowy dotyczącej blokad czasowych z możliwością wcześniejszego odblokowania,

– film z automatycznej rejestracji, pokazujący brak jakiejkolwiek weryfikacji.

W razie potrzeby mogę przekazać pełną, szczegółową chronologię zdarzeń oraz wszystkie materiały dowodowe w oryginalnej rozdzielczości.

Podsumowanie:

Kasyno Vavada umożliwiało wielokrotne rejestracje i wpłaty po każdej blokadzie, nie stosowało zasad KYC ani odpowiedzialnej gry, ignorowało wszystkie prośby o samowykluczenie i oferowało niefunkcjonalne, pozorne rozwiązania w postaci tzw. „konta dla systemu".

Operator działał aktywnie na polskim rynku (PLN, BLIK, polski support), co stanowi naruszenie warunków licencji Curaçao oraz zasad odpowiedzialnej gry.

Z poważaniem,

Łukasz

 Opis załączników (dowody)

1. Screen z wpłaty i wypłaty BLIK (15.08.2025) – potwierdza, że kasyno obsługuje polskie płatności BLIK, dostępne wyłącznie w Polsce.

2. Film z automatycznej rejestracji – pokazuje brak jakiejkolwiek weryfikacji tożsamości i automatyczną akceptację regulaminu.

3. Prośba o pełną blokadę kont + odpowiedź z 18.09.2025 – potwierdza, że kasyno nie potrafi zablokować nowych rejestracji.

4. Odpowiedź „Nie możemy kontrolować zakładania kont" – dowód braku kontroli technicznej nad tworzeniem kont, potwierdzający pozorność „konta dla systemu".

5. E-mail ws. RODO – potwierdza, że po zablokowaniu konta dane są usuwane, co pozwalało ponownie zakładać konta na te same dane.

6. Czat o wcześniejszym odblokowaniu konta (20.09.2025) – dowód na możliwość zniesienia blokady przed terminem.

7. E-mail o automatycznej akceptacji regulaminu (09.10.2025) – potwierdza automatyczne zatwierdzanie regulaminu bez faktycznej zgody gracza.

Wszystkie pliki mogę udostępnić ponownie w oryginalnej jakości lub przez bezpieczny kanał.

Załączone materiały stanowią jedynie część posiadanych dowodów. W razie potrzeby mogę przekazać pełną dokumentację – w tym dodatkowe screeny, nagrania i wyciągi bankowe – potwierdzające każdy etap sprawy.

Hello Casino Guru Team,

Following your request for clarification, I am providing a full description and timeline of my case against Vavada Casino.

The information below summarizes all key events, communications, and system irregularities confirmed by evidence.

I can also share all files and documents securely upon request.

Chronology of Events – Vavada Casino Case

1.Account registration – mid-July 2025

I created an account on Vavada’s website, available in Polish, with full PLN support and the ability to deposit via BLIK and card.

No identity or source-of-funds verification was requested.

2.System loophole and multiple account creation

Between mid-July and mid-September 2025, it was possible to create several accounts using the same personal and payment data (only the email address changed).

Each time I requested self-exclusion, the casino blocked only one account, but the system allowed immediate re-registration.

With the first account, I voluntarily sent a scan of my ID to confirm my identity, but the operator failed to apply any verification or restriction.

I also received a message from the support team confirming that, under GDPR, user data is deleted after blocking — which likely enabled repeated registration with the same details, representing a major security flaw.

3.Contact with Vavada

I repeatedly contacted support, administration, finance, and security departments.

Apart from generic, repetitive responses, I never received any effective resolution.

All self-exclusion requests and documents were ignored.

The complete evidence package was shared with all relevant departments.

4.System account" proposal and lack of registration control

In September 2025, the support team proposed creating a so-called "system account," allegedly preventing further registrations.

However, in later correspondence dated September 18, Vavada’s staff openly admitted:

"We cannot control account creation."

They also referred me to the "Responsible Gambling" section, even though the system clearly allowed multiple registrations.

This proves the "system account" was only a superficial measure, violating Responsible Gaming principles and failing to protect players.

5.Nature of violations

The casino accepted deposits and withdrawals in PLN through BLIK (available only in Poland) and local banks without any KYC/AML checks.

Registration was automatic — the Terms were accepted without informed consent.

The system did not block new accounts after self-exclusion, and temporary blocks could be removed early upon request.

6.Evidence and documentation

I hold full documentation including:

– screenshots of deposits, withdrawals, and chats,

– full transaction history and BLIK confirmations,

– all email communication,

– screenshot confirming GDPR-based data deletion,

– chat proving early account unblocking,

– video showing automatic registration without any verification.

If needed, I can provide a detailed timeline and all files in full resolution.

Summary:

Vavada Casino allowed repeated registrations and deposits after each block, ignored all self-exclusion requests, and applied no Responsible Gaming or KYC measures.

The operator actively targeted the Polish market (PLN, BLIK, Polish-language support), violating Curaçao licensing conditions and player protection standards.

Best regards,

Lukasz

 Attachment summary

1.Deposit & withdrawal screenshot (Aug 15 2025) – proof of Polish BLIK transactions (available only in Poland).

2.Automatic registration video – shows lack of verification and automatic Terms acceptance.

3.Email: account block request + reply (Sept 18 2025) – confirms casino couldn’t prevent new registrations.

4.Email: "We cannot control account creation" – confirms lack of control and failure of the "system account."

5.GDPR data deletion email – shows user data deletion enabled re-registration.

6.Chat about early unblocking (Sept 20 2025) – confirms block removal before term.

7.Email about automatic Terms acceptance (Oct 9 2025) – proves automatic consent process.

All evidence can be re-sent in original quality or via a secure channel.

The attached materials represent only part of the available evidence. If needed, I can provide the full documentation – including additional screenshots, recordings, and bank statements – supporting every stage of the case.

Hi Katarina,

Due to attachment limits on the portal, I’ve sent the full documentation and all screenshots directly to your email address.

The video file is too large to upload, but I can provide it via Google Drive or WeTransfer if needed.

Best regards,

Lukasz

Dear Lukasz1819,

thank you for your messages and emails.

Do I understand correctly that your accounts have not been closed?

I have read through all of the evidence, but was unable to locate the initial self exclusion request email. Could you please forward it to my email [email protected]?

Additionally, I would appreciate it if you could provide concise responses, as extraneous information and screenshots not directly requested may hinder the investigation process. In this instance, brevity is preferred.

Looking forward to your email,

Katarina

Hello Katarina,

I’ve just sent you the requested email with my response and supporting screenshots.

Best regards,

L*******

Thank you very much, Lukasz1819, for your cooperation. I will now transfer your complaint to my colleague Matej ([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.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello Lukasz1819, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. After briefly checking the casino's registration process, I have noticed this is a semi-anonymous casino, where all that is required for a new registration is a different e-mail address or a phone number, and filling up your personal details is optionable, but not required. Therefore I have to make you aware from the get go, that if you have deposited and played before filling out your personal details, we will not be able to request any refund. This is because creating a new e-mail takes just a couple of minutes, IP address can be easily disguised or switched, therefore the casino truly has no way of preventing you from future re-registering. Unfortunately, this is the price for semi-anonymity and I can only reiterate the casino's sentiment that it is up to you to block this site on your end (I will provide you with a great tool for that shortly) or instantly self-exclude yourself permanently via the option provided in the profile, before depositing.

To speed up the investigation, could you pelase give me the e-mail addresses which you used for all your accounts, and let me know which one has been the first? You can either send them to me via e-mail at [email protected], or if you post them within this thread, I will mark the post as sensitive, so only me and the casino can see them.

Next, I’d like to invite a representative of Vavada Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence, namely: how many accounts have been opened by this palyer, whether the profiles have been filled up before depositing, and if always the same credentials were used. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hello! We have carefully analyzed this situation and decided to deny compensation. All evidence has been provided to the forum moderators. We hope this information will help you make a fair decision.

I have received the evidence provided by Vavada Casino alongside the explanation, and I think I have a pretty good idea of what has happened in this case, and how to solve it.

Dear Lukasz1819, after reading through the conversations between yourself and the support agents - regarding your account closure requests - I have seen two main issues.

First, you never mentioned having gambling problems. You complained about lack of responsible gambling, lack of winnings and such, but even when the support agent openly asked whether you think you have a gambling problem, you have left the chat without answering. Because of this, I will not be able to dispute your claim about failed self-exclusion and request any refund. All the accounts have been treated as standard closures, which means such accounts is possible to reopen on demand, and it is assumed you had full control over your spending and playing habits.

Secondly, you always demanded your personal data to be deleted. This is directly opposing the option for self-exclusion, as for that, the casino has to have a record of your credentials available. If the casino has no record of you, it is impossible for them to prevent you from re-registering and reusing your credentials and payment methods in a new account. To be excluded from any casino, you have to make a choice - either let them have your personal details in order to keep you locked out, or have your personal details deleted and then it is up to you to not re-register later.

Lastly, as mentioned in my first reply, Vavada Casino has a semi-anonymous registration. This means even if you get self-excluded, you can re-register using new e-mail and deposit with crypto without filling out the personal details. This is the price for semi-anonymous status, and unfortunately it means standard self-exclusion processes can't be fully implemented, and it is up to you to abstain from creating multiple accounts. To help with that, I would strongly recommend blocking the whole casino website from entering, to stay safe. This can be done by installing free app BetBlocker (https://betblocker.org/pl/) and ideally have a good friend or a family member to set up the app]s password in your stead, for maximum protection.

Hopefully I managed to explain the situation well enough, but feel free to ask, if something is still unclear.

Now, to move forward, I would like to ask if you are wiling to provide the casino with your personal and payment details, so they can properly self-exclude you from their platform.

Thank you for the message and the opportunity to respond to the presented situation.

I would like to provide several important clarifications that may not have been sufficiently clear previously.

I never attempted in any way to circumvent any block.

All accounts were created using the same personal data, the same mobile devices, the same phone number (in the same format or with the +48 prefix), the same payment details and the same IP address.

I did not use any methods to hide my location or any VPN software.

I did not delete data in order to circumvent the system — on the contrary, I did it believing that my data would be secure and would not be further processed.

No member of the casino support ever informed me that deleting data could result in the possibility of re-registering an account.

Had I known that, I would never have agreed to it.

All accounts were registered using email addresses from the Interia and Onet domains, except for one account using a Gmail address where my full name was visible.

Each of the used email addresses started with the name "Łukasz", which clearly shows I was not attempting to hide my identity or create anonymous accounts.

The first account was verified by me with an ID document.

All deposits were made using the same payment card and BLIK linked to the same phone number.

The accounts were therefore not anonymous or unconnected — linking them should be straightforward and obvious for the casino.

Despite this, the casino deleted data at my request, which — as later became clear — enabled re-registration of accounts.

I was never informed that such action could have those consequences.

In my view, such practice is inconsistent with responsible gaming principles and with standards stemming from the Curaçao licence, which require the operator to provide effective self-exclusion tools and to protect players who take steps to limit access to gambling or to self-exclude — regardless of how precisely they express their reason.

On my side I undertook all possible actions to limit access to gambling and protect myself from further play.

I repeatedly tried to block my accounts and implement permanent self-exclusion, driven solely by the desire to stop playing and prevent further losses.

I used free tools such as BetBlocker and OpenDNS, set up a static VPN, and contacted my bank regarding the possibility of blocking gambling transactions.

Unfortunately, none of these measures proved effective, which only confirms that effective protective mechanisms should lie with the casino, not with the player.

(If required, I can provide relevant screenshots or confirmations.)

I also have doubts whether all available logs, chats and emails have been analysed during verification, rather than only selected fragments.

The entire correspondence shows that my requests for blocks and subsequent complaints were submitted repeatedly and consistently, yet the casino’s responses remained inconsistent or ineffective.

I believe that a thorough review of full conversation and message records would undoubtedly demonstrate that my actions resulted from a genuine desire to self-exclude and restrict access to gambling.

I was also informed by Interia that they do not keep backup copies of private mailboxes, so I cannot retrieve the oldest correspondence myself.

The casino accuses me of not explicitly indicating gambling addiction as the reason for the block in my earlier messages.

This was not intentional — the self-exclusion process took a long time, was unclear and drawn out.

I was not informed that the content of the reason would have any bearing on the effectiveness of the block.

At some point I assumed the specific reason did not matter because agents accepted the request and confirmed the block in any case.

It is therefore even more incomprehensible that this fact is now used against me.

Also, the request to delete data should not be treated as an intentional or deliberate action to circumvent the block, but as an uninformed decision due to lack of information that in their system this would result in loss of protection.

Given system gaps, ambiguities, lack of a self-exclusion form, undefined block periods and lack of responses from casino departments, such behaviour by a player cannot be a basis for denying refund.

I do not consider that these two isolated arguments should outweigh the whole sequence of events, chronology, evidence, provided accounts, messages, documents, and facts demonstrating my good intentions and genuine desire for permanent exclusion.

I also believe that the self-exclusion process should not be conducted exclusively via chat, because in that form different agents can provide different information and the process becomes inconsistent and unprofessional.

If the casino uses such a method, the player should receive a clear self-exclusion form, an unequivocal confirmation of the block’s implementation, and full information on available types and durations of exclusion.

The duration or type of block should not depend on an agent’s interpretation — such inconsistency leads to misunderstandings and the risk that the block will not be effectively permanent.

I believe that, given so many ambiguities and procedural contradictions, the burden of responsibility should not rest solely on the player who tried to protect themselves, but on the operator who is obliged to provide effective and unambiguous self-exclusion mechanisms.

In my case those mechanisms failed and their inconsistency led to the very situation I tried to prevent.

In my opinion, the above circumstances indicate improper application of responsible gaming principles, lack of transparent procedures and ineffective self-exclusion tools.

This in turn constitutes a breach of the Curaçao licence and basic ethical standards applicable to gambling operators.

It is also worth noting that the casino’s terms are accepted automatically at registration, without the possibility of reviewing them in full before creating an account, which further limits the player’s awareness of their rights.

 Additionally:

A self-exclusion form should be a mandatory feature of every gambling operator’s system.

Its absence means that the entire process relies on the interpretation of support staff, which is inherently uncertain and inconsistent with responsible gaming principles.

The lack of such a form at Vavada, in my opinion, constitutes a significant shortcoming in player protection.

Although the casino targets players in Poland and allows transactions in Polish zloty (PLN), its self-exclusion procedures and tools do not meet the minimum standards applied in the European Union regarding player protection and transparency of rules.

Players acting in good faith who attempt to self-exclude should be protected in the same way, regardless of the operator’s place of registration.

 .

Please review all logs, chats and correspondence in full to establish the facts and confirm that my actions were consistent and stemmed from a genuine desire to be permanently excluded from gambling.

I consent to the use of all technical data (email addresses, phone number/BLIK, card number, IP, devices) to unequivocally link and permanently close all my accounts.

I am ready to provide any additional data or consents required to achieve a final, complete exclusion of my access to the casino.

My requests remain unchanged — I am seeking a full refund of funds based on all presented facts and evidence.

Dear Lukasz1819, thank you very much for the additional details.

If you have any screenshots or e-mail conversations that either shows you mentioning gambling addiction or having issues with gambling, please forward them to me at [email protected] as that would completely change the whole situation. So far, I have only seen evidence of regular account closure, based on "losing money" and "lack of responsible gambling tools" which were never utilised.

To be clear - at Casino Guru we take gambling addiction extremely seriously, and go through extra lengths ensuring that the casinos we work with are compliant. However, we can't put 100% of the responsibility on the casinos alone, and players themselves need to make the first - some say the hardest - step: admit they have a problem. Once gambling issues or a clear distress is shown in the conversation, we do everything in our power to help. But since many players use the words "self-exclusion" just as a synonym for account closure, we can't be unfair towards the casinos either. This is also to prevent players from misusing the self-exclusion and gambling addiction terms for so-called "free betting". As long as gambling problems are not stated within the e-mail or live chat conversation, we believe the account closure should be treated as a regular one.

Now I try to address your concerns from the previous posts:

No member of the casino support ever informed me that deleting data could result in the possibility of re-registering an account.

I believe the support staff assumed it is obvious that without having your personal data stored in the database, the casino would not be able to identify you upon new registration. You requested all the data to be deleted in compliance with GDPR, which means any trace of you had to be purged from the system. Same goes for Casino Guru - if you ask for us to delete your CG account and delete the data, we would lose all the information and if you later come back with new account, we would not be able for example link it to this complaint or any of your previous forum posts, or casino reviews, since all would be anonymised and personal records would be cleaned. Therefore ever single of your points regarding casino not linking you to your previous accounts, is not going to stand. You had your data deleted, you know how GDPR works, therefore I am unsure why the casino is in your opinion responsible for not being able to identify you, without having any data about you.

On the account associated with lu*****.pl, on 5–6 September I requested a temporary block until 1 October with the explicit condition that it should be without the possibility of early unblocking.

If you send me the whole conversation to matej.l@casinoguru, I can investigate.

On my side I undertook all possible actions to limit access to gambling and protect myself from further play. I repeatedly tried to block my accounts and implement permanent self-exclusion, driven solely by the desire to stop playing and prevent further losses. I used free tools such as BetBlocker and OpenDNS, set up a static VPN, and contacted my bank regarding the possibility of blocking gambling transactions. Unfortunately, none of these measures proved effective, which only confirms that effective protective mechanisms should lie with the casino, not with the player.

Since I know how these measurements work, I know they require serious attempt. BetBlocker blocks huge amounts of betting sites, but as any app - it can be disabled. If you are serious about getting help, I would recommend having a friend, or a family member to set up BetBlocker password in your stead, so you can't turn it off yourself. Install it on both mobile and computer, and you will be protected from majority of the gambling sites. Same goes for banking - today, especially banks in EU can implement measures to prevent deposits to the gambling sites to be made. But that requires your consent. Unfortunately, we can't fight this battle in your stead, and if you are serious about getting help, I can recommend you some help centres in your area that can guide you through this. Just let me know, please. Also I would like to mention that within the Vavada account there is a button for self-exclusion. Is there a reason you never used it?

I also have doubts whether all available logs, chats and emails have been analysed during verification, rather than only selected fragments. The entire correspondence shows that my requests for blocks and subsequent complaints were submitted repeatedly and consistently, yet the casino’s responses remained inconsistent or ineffective.

Again, any evidence can be sent to me via e-mail and I will investigate immediately. So far, I have seen consistent behaviour on your end, as well as on the casino's. You requested account closure and deletion of your personal data, the casino complied, closed your account and deleted all the data.

The casino accuses me of not explicitly indicating gambling addiction as the reason for the block in my earlier messages.

Just to be clear - the casino has not accused you of anything. It was me, who stated you never mentioned gambling addiction. This is because of the way how we look at self-exclusion in relation to gambling addiction, and I need to reiterate the casino has nothing to do with that statement.

Although the casino targets players in Poland and allows transactions in Polish zloty (PLN), its self-exclusion procedures and tools do not meet the minimum standards applied in the European Union regarding player protection and transparency of rules.

This is a common misconception. The casino is licensed by Anjouan Gaming Authority, and as such is governed by laws of Comoros, not EU. Just because the website is accessible from Poland and offers PLN as the account currency, it unfortunately does not mean EU laws apply. This is a quote from the Terms & Conditions you agreed upon when signing up for an account:

" Company does not claim that using the Website’s services is legal under the laws and regulations of your jurisdiction. Your use of the Website is at your sole judgment and discretion, and you are responsible for determining whether your use of the services offered by the Website is legal under the laws and regulations of your jurisdiction."

This basically means you should either ask the support staff or Polish gambling regulatory body whether it is legal to play there as a Polish citizen. Every single casino has this clause in their terms, and it's there to shield them from exactly this situation. I am not saying it is good or bad, just mentioning this for clarity and as an explanation why EU laws do not apply here.

I am ready to provide any additional data or consents required to achieve a final, complete exclusion of my access to the casino.

I am really happy you decided to get through with this. I will ask the casino to contact you, get all the required credentials and payment methods and then add you on the self-exclusion list. I'll keep an eye no this process myself, to ensure everything is done and you are protected as best as possible.

I will ask the Vavada Casino to let us know in this thread once they contact you and begin the the self-exclusion process.

Hello!

All actions regarding this player have always been aligned with the project's rules.

Our website offers a variety of self-exclusion tools, both through our support team and independently, without the involvement of operators. All player requests for account blocking and deletion have always been fulfilled correctly. As for the registration process, it is fully automated and once an account is blocked, the data can’t be reused.

We would also like to add that, according to our rules, each player is personally responsible for their decisions regarding gambling.

Please, note that this player hasn’t previously mentioned a gambling addiction; the first time it has been raised was in this complaint. Users showing signs of gambling addiction are prohibited from playing on our project. 

Let me kindly emphasize that this player is prohibited from creating accounts and using our project's services.

Let me kindly emphasize that this player is prohibited from creating accounts and using our project's services.

Dear Vavada Casino, does this mean player's credentials have been blacklisted and he will be unable to fill the player profile with his real credentials and continue to play?

And I have also sent another message to the casino representative, as I have concerns regarding player protection within this casino and may need additional information for confirmation.

Hello! We’ve sent you all the additional clarifications by email. Please, take a moment to review them. 

I have reviewed the last message and replied back.

Dear Lukasz1819, I believe with the next casino's response we will know what can be done to exclude you from Vavada the best way possible, and I will share with you the required steps. Given that the casino is actively working towards the resolutions, I have high hopes that this case can be closed at some point next week. :)

Hello.

The project has implemented all self-exclusion measures in accordance with the rules.

All requests to block and delete accounts have been duly fulfilled.

The player is aware of all the specifics of the self-exclusion process, but he violated the rules by registering new accounts.

Furthermore, he misled the site's administration by claiming that the casino ignored requests to block accounts due to addiction. We provided evidence that this was not the case, and that gambling addiction was mentioned only in this complaint.

We also repeatedly reminded the player that he is prohibited from playing on our project. Any new accounts discovered will be blocked and their funds withheld. He was also informed of his personal responsibility in making his own gambling decisions.

Based on all of the above, we hope for a fair decision on this complaint.

I have requested one more piece of critical information from the Vavada Casino representative, and once i hear back I believe the complaint will be possible to close.

Hello! We’ve sent you all the additional clarifications via email and look forward to resolving this matter promptly.

Dear Lukasz1819, after confirming the last information with the casino, I have reached the conclusion. Unfortunately, I don't have good news for you.

From the evidence provided by yourself and the casino, the intent to avoid self-exclusion is evident, and therefore I am unable to request any refund on your behalf. By requesting anonymisation and deletion of your personal details, you have prevented the casino from retaining any information about yourself and your block requests. To avoid this in the future, I would like to ask you to send the following message to the casino at [email protected], adding me into CC with [email protected]:

-----------------------------------------------

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Address:

Country of residence:

Casino login:

Email address:

"Greetings Vavada Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

-----------------------------------------------

Going forward, I am in talks with Vavada Casino to ensure your credentials are properly blacklisted, but as mentioned before - standard self-exclusion procedures do not apply here.

If you create another account and play at Vavada with leaving the profile information blank, altering the personal details to avoid detection or fill out the profile after depositing and playing, any such subsequent complaint lodged through Casino Guru's complaint resolution center will be automatically rejected. Also any further request for personal data deletion will be treated similarly, as an attempt to avoid self-exclusion.

To help you stay safe from this and other online casinos, I would strongly recommend installing free app BetBlocker (https://betblocker.org/pl/) on your desktop/laptop and mobile device. For maximum protection, please ask a trusted friend or a family member to set the app's password in your stead, to ensure it stays active at all times. This app blocks vast majority of online gambling sites, with new ones added to the list regularly. Lastly, I would recommend blocking all the e-mail addresses and phone numbers that have been sending you gambling promotions in the past.

I will leave this complaint open for a time being, until I can confirm the credentials have been properly blacklisted by Vavada, and to respond to questions that you may have. Afterwards, the complaint will be rejected.

Dear Casino Guru team,

Dear Vavada Casino,

I would like to respond to the most recent statement from the casino, as it does not reflect the full situation described in this complaint thread and leaves several critical points unanswered.

1. "All self-exclusion measures have been implemented according to the rules"

The casino claims that self-exclusion tools were implemented correctly, yet it does not specify:

– which specific self-exclusion tools were used in my case,

– when exactly they were applied,

– how they were confirmed to me as a player.

In reality, there was no self-exclusion form, no clear confirmation of permanent exclusion, and no transparent information regarding the type or duration of any block.

Most of the process took place via live chat, with inconsistent and often contradictory responses from support agents.

2. "All requests to block and delete accounts have been fulfilled properly"

If all blocks and deletions were handled correctly, it remains unclear:

– why a duplicate account was later allowed using the same email address,

– the same personal and payment data,

– the same device and IP address.

A properly functioning system should either automatically block such a registration or immediately flag it as a duplicate.

The fact that this duplicate existed clearly shows that the system did not prevent re-registration on identical credentials.

3. "The player is aware of all specifics of the self-exclusion process"

At no point was I:

– informed about the existence of any self-exclusion button,

– asked to complete a self-exclusion form,

– clearly told which data must remain in the system for protections to function,

– warned that deleting data would remove protections and allow new accounts to be created.

I kindly ask the casino to indicate when, how, and by whom I was allegedly informed about "all specifics" of the process — together with the exact chat or email excerpts supporting this claim.

4. Allegation that I "misled the administration"

This is a serious accusation.

If the casino claims that I misled the administration, I request that it provide:

– the exact messages in which this allegedly occurred,

– chat or email logs,

– and proof that my reasons for requesting blocks were properly documented and addressed.

At this moment, this remains an unsupported claim.

5. Temporary block (6–7 September) removed despite being non-revocable

On 6–7 September I requested a time-limit block until 1 October without the possibility of early removal.

At that time:

– the account existed,

– the data was not deleted,

– no anonymisation request had been submitted yet.

Despite this, the block was removed.

This raises key questions:

– who removed it,

– on what basis,

– and how this aligns with the casino’s claim that block issues were related to data deletion, even though at that moment all data existed and the block still failed to remain in place.

This point has never been explained.

6. "We repeatedly reminded the player he is prohibited from playing"

I never received any clear notification stating that:

– I was permanently prohibited from playing,

– my data had been formally blacklisted,

– or new accounts would be blocked with funds withheld.

If such messages exist, I kindly request the casino to quote them with dates and timestamps.

7. Inconsistency of support responses

Support agents provided contradictory information, including:

– different explanations of whether a block was permanent,

– conflicting statements about data deletion,

– no unified procedure regarding self-exclusion.

How does this align with the claim of a "proper process" on the casino’s side?

8. Lack of responses to my complaints since 19 September

Since 19 September, none of the casino departments (support, administration, compliance, finance) responded to:

– my formal complaints,

– the evidence I submitted,

– the full chronology,

– or any of my questions.

This lack of communication is highly relevant, yet it has not been addressed in the casino’s statements.

⭐ 9. Moving communication outside the portal & generic replies

I kindly ask that the casino refrain from reducing communication to brief, general statements or moving key clarifications exclusively to email.

This reduces transparency and makes it more difficult for both me and Casino Guru to evaluate the situation objectively.

10. Responsibility and the alleged "intent to avoid self-exclusion"

Throughout this entire process, I have:

– openly provided all email addresses and account details,

– described every block request and every inconsistency in detail,

– repeatedly expressed a clear desire to be permanently excluded,

– consented to using my personal and payment data to link and close all accounts.

These are not the actions of someone trying to avoid self-exclusion, but of someone trying to obtain effective protection.

11. No public evidence from the casino

So far, the casino has not provided any concrete evidence supporting its statements:

– no chat logs showing clear explanations or warnings,

– no proof of "repeated reminders" that I was banned,

– no technical explanation for the duplicate account,

– no reconstruction of the interrupted time-limit block,

– no evidence of "misleading the administration".

In light of the above, I respectfully request:

1. that the casino provide specific, verifiable evidence;

2. that my full chronology and all posts be assessed as a complete factual record;

3. that the conclusion regarding "intent to avoid self-exclusion" be reconsidered in view of the full documentation and my consistent effort to be blocked.

From the very beginning, my only goal was proper and permanent self-exclusion.

I still hope for a transparent and fair evaluation of all facts presented in this case.

Kind regards,

Lukasz1819

Hello!

The casino has taken all necessary measures to ensure this user's accounts are blocked and deleted.

Currently, both of his accounts have been permanently blocked.

The player is strictly prohibited from using our project's services. The compensation request has been denied; this decision is final and not subject to review. But let me emphasize once again that the player bears personal responsibility for the game.

All evidence has been provided to the forum moderator.

At the player's request, this case will be peer reviewed and I will post the result here shortly.

Dear Lukasz1819, at you request I have presented this case on internal meeting with my colleagues. I have explained the situation and answered additional questions depending on what evidence has been presented to me previously. After a discussion it has been agreed my reasoning and final decision were in line with our Fair Gambling Codex and player protection rules. I will try to recap the most important points:

Vavada Casino is semi-anonymous

As such, standard self-exclusion rules do not apply here. Casino is unable to properly block you from creating new account, as all that is needed is a new e-mail address, which can be created within few minutes. Casino can only prevent you from re-registration using the same e-mail and phone number. This is far from ideal, but it is the price for being semi-anonymous.

Avoidance of self-exclusion

Creating new e-mail for your secondary account, as well as requesting complete credential wipe shows an intent to avoid any kind of ban and self-exclusion measures that may be in effect. If there is no information about you in the database, there is no way to prevent it being re-used. As an EU citizen you are well aware of the GDPR and what it entails, and since every single one of your account closures has been accompanied with a request for complete data deletion, personally I have a hard time believing this was not intentional.

Lack of reasonable effort

At no point I have been made aware of you trying to learn how to get properly self-excluded from Vavada Casino and stay self-excluded. There were no questions regarding you being able to create multiple accounts and how to prevent it in the future, you have never asked to get all your payment methods blocked, never inquired about how the self-exclusion actually works and how to make it work for yourself.

The last e-mails and phone number used to create your accounts have been blocked, as well as the payment method you have used. There is nothing more the semi-anonymous casino can do and I would strongly recommend installing free app BetBlocker (https://betblocker.org/pl/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems in the future. However, if the complaint will be about a semi-anonymous casino and usage of different e-mails to re-register (or personal details deletion), such complaints will be automatically rejected.