The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Her money had not been received yet. She reported that her €1,580 winnings withdrawal ID 3637013991 had been cancelled by Vegadream Casino, allegedly for a bonus violation, although the withdrawal had already been accepted by the system after her bonus had been shown as 100% completed and her KYC had been verified. She also said the casino deleted her deposit, withdrawal, and game history and kept sending generic AI replies instead of a proper explanation. We were unable to move the case forward because the casino had a long record of no response and did not cooperate with our attempts to mediate, so the complaint was closed as unresolved.
Vegadream Casino - Player believes that their withdrawal has been delayed.
No reaction policy
Black points: 305
Amount: €1,580
Vegadream Casino
Safety Index 6.8 Above averageCase summary
Translation
Hello CasinoGuru Team,
I requested a withdrawal of 1580.00 EUR to Revolut on 15.08.2025.
Payout ID: 3637013991
Casino: Vegadream / Vega Dreams
Casino username: [ENTER YOUR USERNAME HERE]
My full name at the casino: [ENTER YOUR NAME HERE]
Status as of today, August 20, 2025: "requested" - never processed.
- KYC status: verified / green
Real money, no bonus active
- Wagering requirements met (1x deposit wagered)
- The name on the Revolut account matches the casino account 100%.
I have contacted support several times ( support@vegadream.com I only receive automated AI responses from "Vega's Team, the AI Agent of Vegadream.com" with boilerplate text like "we are connecting you with a representative" and "will be processed by the finance department, depending on volume." No human responds, no transaction ID.
I request assistance so that my payout is finally released and paid out.
Attached are screenshots as proof:
1. Status "requested" + KYC green
2. AI responses from support
Thanks!
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.
Dear Sinem328,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
TranslationMy KYC is excellent, no problems whatsoever.
Translationvegadream sent me the same email for the third time today, completely out of the blue.
TranslationHello, just an update: Withdrawal of 1580€ (ID 3637013991) is still "requested" at Vega Dreams since many days, no real reply, only bot mails. I still have not received the money. Thank you.
TranslationHello Casino Guru team,
My withdrawal ID 3637013991 for 1580.00 EUR on 15.08.2026 at 20:47 was wrongly cancelled by Vegadream Casino.
Facts:
1. I received the in-app notification that my bonus wagering was 100% completed.
2. Only AFTER this notification the withdrawal button was enabled and I was able to request withdrawal.
3. The casino now claims I played Crazy Time on 15.08.2026 at 17:39 while bonus was active and refers to rule 3.5.
This is false. At 17:39 the bonus was already completed. If it was not completed, withdrawal would not have been possible.
I request payment of my 1580 EUR. Please ask the casino to provide timestamps for:
• bonus 100% completed
• Crazy Time bet at 17:39
• withdrawal request 20:47
Attached: casino email and withdrawal history showing cancelled status.
Thank you,
[redacted]
TranslationThe casino canceled my withdrawal (3637013991). The reason given was a bonus violation at 5:39 PM. However, the withdrawal was possible and accepted by the system at 8:47 PM. If the bonus was still active at 5:39 PM, I shouldn't have been able to withdraw at 8:47 PM. This is a technical inconsistency.
Update: Casino has cancelled my withdrawal. Transaction 3637013991 from 15.08.2026 20:47 for 1580€ is now "Storniert".
Reason given by casino: bonus violation at 17:39 same day.
This is a technical contradiction: If bonus was still active at 17:39, I could not have requested a withdrawal at 20:47. The system would have blocked it. But the system ACCEPTED my withdrawal at 20:47. This proves the bonus was already finished. See screenshots.
You cannot withdraw Bonus Balance, only Real Money / Cash Balance. My withdrawal 3637013991 was possible, so it was Real Money. Bonus was finished.
Translation"Update: VegaDream contacted me today via AI Agent regarding withdrawal ID 3637013991 - 1580 EUR. I confirmed that I still need support and requested immediate payment. The withdrawal was cancelled without my consent. Evidence screenshots already uploaded."
After deleting my entire deposit/withdrawal history (balance set to 40€), Vegadream now claims I bet 8€ instead of 5€ and played Crazy Time on 15.08. at 17:39.
This is contradictory:
1. If I violated bonus rules, how could I complete wagering and withdrawal 3637013991 was accepted at 20:47?
2. The casino deleted my history during an open dispute, which violates license storage rules.
I request full game logs with timestamps proving the 8€ bet was during active bonus, not after. I still request my full 1580€.
UPDATE 29.08.2026 - False accusation by casino
The casino claims in their email from 29.08. that I played Crazy Time on 15.08. at 17:39:32 and placed an 8€ bet (max 5€ allowed).
This is false. I have never played Crazy Time at that time. I played Big Bass Bonanza Splash.
My bonus was shown as 100% completed by the system and my withdrawal ID 3637013991 for 1580 EUR was accepted at 20:47. If I had violated the rules, the system would have never allowed me to complete the bonus.
I request the full game logs with timestamps to prove which game was really played at 17:39:32.
Also the casino has deleted my entire deposit and withdrawal history, only 40€ balance is still visible. Screenshots already uploaded.
Dear Sinem328,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
TranslationThe casino continues to claim in the email (TX 1598896 / payout 3637013991 for €1580) that I played Crazy Time on 15.08.2026 at 17:39:32.
That's incorrect. I was definitely playing Big Bass Bonanza Splash at that time, and not Crazy Time at any point.
I can no longer check how high my stake was in this round, as Vegadream has deleted my entire deposit and withdrawal history as well as my game history (see screenshots from August 26th - "no history data found" even though a balance of €40 is displayed).
I demand that the casino provide the complete, unedited game log with timestamps.
Attached is the current rejection email as proof of the incorrect game information.
Hello, I am still waiting. Withdrawal 1580€ ID 3637013991 from 15.08. to Revolut is still "requested". No money received. KYC is verified. I did not cancel. Please keep my complaint open.
Dear Sinem328,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice, as it appears to be a common practice for Vegadream Casino to completely ignore our attempts to mediate any issues. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Vegadream Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
Kind regards,
Jean
