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Hi 7anoosh - welcome back.

There are a number of aspects to your claim that we will deal with separately.

As we previously informed you, we do not manage gambling harm related claims against weakly licensed operators. These operators choose the licenses they choose specifically because they do not want to be subject to regulatory oversight and do not want to provide the protections other better licensed operators provide. Our historic efforts with these types of claims have demonstrated a large required time investment with an extremely low success rate. As such this is not an aspect of your complaint that we can assist you with.

The second aspect to this claim is the fact that you have created multiple accounts. This may make for a viable/contestable claim if the operator's representatives have instructed you to do so, but only where no other violations exist.

The final aspect of your claim is your country of residence. Having reviewed the Vavada Casino site, the operator both clearly prohibits players from your country from registering in their terms of use:

 ![](https://blexr.zendesk.com/attachments/token/uFzibFWBCkFQHhMA87I77hLQg/?name=image.png)

And provides no option to select Palestine in their account information:

 ![](https://blexr.zendesk.com/attachments/token/xMmK0YYzzZcoigCCtNft3x5Mv/?name=image.png)

Again, this may still be a factor if the operator's representatives have been aware of your country of residence and still encouraged you to play.

However, from your description, they only became aware of this issue when you registered your second account. That being the case, this defence would only apply to the play on the second account, not the first account before the support agent encouraged you to break this rule.

That being the case, it would appear from your description that you have already receive a refund of at least what you are entitled to via this aspect of your claim. Is that correct?

Thanks,

CasinoReviews.com Complaints Team

First, thank you very much for studying every aspect of the case . I really appreciate such  effort.

Second, they knew the country issue since i registered my first account .They don't give you the option to pick a country when you register .  Their manager told me by email" if palestine is not available, you can choose any country which suits"!
They also mentioned in their terms and conditions that any transactions from illegal countries will not be processed and will be considered void! How did they accept my deposits and gameplay from both accounts while they have such a clear rule!  I never used any kind of VPN.
Finally, they only refunded 1100$ out of 2600$ which is unfair since they also withheld my winnings on the duplicate account ,which they encouraged me to open knowing that I applied a self exclusion on the first account! So typically they just refunded me a small portion to keep my mouth shut.

Please I am asking for your help to post this issue , so at least we can connect with vavada casino manager

Thank you

Hi 7anoosh,

Please forward the email you received from the manager telling you to select another country to complaints@casinoreviews.com.

Thanks,

CasinoReviews.com Complaints Team

Done.

FYI : the casino breached their own terms and conditions by accepting my transactions, deposits , and gameplay from a restricted country for both accounts

Hi 7anoosh,

Where you sign-up to a casino, you agree to abide by the terms and conditions of the gambling operator. When you sign-up, stating that you agree to abide by the terms and conditions which clearly prohibit players from your country, it is you that has failed to abide by the terms and conditions.

This is tempered where the operator instructs you that a violation is non-problematic. When did you register your first account? When did you register your second account?

Thanks,

CasinoReviews.com Complaints Team

How it is me?? How can i know that mu country is restricted if i was not able to choosy any country when registering??? Every single casino in the world asks you your country of residence when you try to register an account!

I don't know the exact date when i registered my accounts. What more violation than telling me to create duplicate accounts , and telling me to play from restricted countries?

Hi 7anoosh,

Unfortunately that's not true. In fact many casinos operating on the type of weak licenses that you seem to choose do not ask for this information at registration. And, as stated above, when you register you are confirming that you have read and agreed to the terms of use. The terms of use were clear that your country was prohibited.

And, also as stated above, where the operator instructs you to break terms that creates a different dynamic. This is the only reason we have not declined your complaint at this stage. But if you continue to sign-up with weakly licensed operators you are likely to experience further issues.

Please go back and identify the approximate dates when each account was registered.

Thanks,

CasinoReviews.com Complaints Team

My first account was created at the start of 2023.
My second one was created i think between october and november 2023.

Sorry I forgot to mention a main point . When i contacted the casino regarding the refund , they mentioned that they changed their terms and conditions  and my country became prohibited. So i did not break any rules when i registered !
Isn’t the casino suppose to block my account or contact me to tell me that my country suddenly became prohibited and i cannot play anymore with them!!! This is a Major change in their terms and conditions .

Hi 7anoosh,

When did the operator inform you of this?

Thanks,

CasinoReviews.com Complaints Team

Last week. After i submitted a complaint against them.

Hi 7anoosh,

Do you have a record of that communication?

Thanks,

CasinoReviews.com Complaints Team

﻿I have a screenshot since it was a complaint submitted by me to askgamblers before but they rejected it .

 ![image0.png](https://complaints.casinoreviews.com/attachments/token/m1eY0UfvTHaUjKFHdkZhUWdoU/?name=image0.png)

Hi 7anoosh,

Unfortunately this does not support your claim.

If Palestine was not on the restricted list at the time you registered the the accounts, then the agent telling you to to select another country was not in fact instruction or permission to breach terms. Having reviewed the internet archives the most recent version of the Vavada Casino terms page that can be located is from the 10th of May 2021. While this was a long time ago, it does align with the operator's claim that Palestine was not on their restricted list.

Unless you can provide some form of evidence to support the claim that Palestine was a restricted country at the time you registered one or both of these accounts, this aspect to your claim would not provide valid grounds for a further refund.

Likewise with regard to the second account - where the operator's representative has mistakenly instructed you to breach terms to open a second account, the appropriate remedy in this situation would be to close the account and void all activity on the account, resetting both parties to the conditions that existed before the second account was opened. Reviewing the communications you provided from your interactions with AskGamblers, that is exactly the actions that the operator has taken to address your claim.

Given all of the above, the only aspect of this case that has not been addressed relates to your self-exclusion, and as explained at the start of this process we do not take on this type of claim due to it's low chances of success.

Sorry we cannot be of further assistance with this matter.

CasinoReviews.com Complaints Team

Thank you very much . I appreciate your efforts . I wish that you could at least post my complaint so people could see it, and I get the chance to talk to the manager of the casino or at least put some pressure on the casino.

Hi 7anoosh,

All complaints receive a published report shortly after we conclude work on them.

CasinoReviews.com Complaints Team

Found for the Operator - Reviewing this case it appears that the player has received all of the refund that they would be entitled to based on the evidence they've presented.

I had an account at vavada casino which I used for over a year. Once I asked then for a self exclusion because i have a gambling problem , and they accepted it and closed the account. After several days , I sent them an email asking for a refund since the closure took a while. They told me “ you can create a new account ” and they listed their casino's URL!
How can a casino allow and tell their players to create duplicate accounts although I told them I have  a gambling problem!

I created a new account and gambled for a while , then i had a problem with them regarding my country as I was playing from a restricted country and they knew that as i asked them by email' “why i cannot choose palestine as my country of residence?" . They answered “you can choose any country”!!!

Now i figured out that palestine was a restricted country and clearly stated in their terms and conditions. So I contacted them asking for a refund , they only accepted to refund me on an account because they say that i have created multiple accounts and it's illegal to do so !!!!

They told me to create multiple account while I told them I have a gambling problem!!!! As they failed self exclusion, they must refund all the money not half!
They also refuse to provide any information regarding their license.

Now I am asking you to help me get my refund of my winnings of 1500$ in total

Thank you!

Vavada Casino - telling me to create duplicate accounts

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