What Happened
A player says Vave asked for ID checks when they tried to withdraw, gave them two weeks, and then closed the account for missing the deadline. The player says they sent every listed document several times within the two weeks, has dated screenshots to prove it, and heard nothing back from support. $1,744 was at stake.
How It Developed
- Complaint opened. The player said nobody had looked at the documents they sent.
- Vave apologized and said the player's messages had landed in its spam folder, so it missed the documents and could not reach the player in time. It said the account was back under review and the documents would be checked first.
- The player said they had sent the new photos the casino asked for.
- The player confirmed they had received their money and asked for the case to be closed. The mediator closed it as resolved.
Resolved
The player confirmed they received their money after Vave found their documents in its spam folder and redid the check.
What Helped
Keeping dated screenshots of every upload helped: once the complaint was filed, the casino found the player's messages in its spam folder and redid the check. If a casino says you missed a document deadline, show proof of when you sent each file and ask it to look again.