The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had extended the investigation period by 7 days to allow for further communication. However, due to a lack of response from the player, the complaint was closed without resolution at that time. The player retained the option to reopen the complaint in the future should they choose to resume communication.
Vegadream Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Vegadream Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
Ladies and Gentlemen
I deposited €350.00 twice on September 16, 2025, but these were only credited after several attempts to contact support, about three days later. So, in total, I deposited €700 at Vegadream Casino and requested a withdrawal of the same amount on September 22, 2025. This was rejected on the grounds that I had not fully wagered my deposit. However, according to Vegadream's own terms and conditions (section 4.3), I have the right to withdraw my real money balance at any time – even without meeting the bonus wagering requirements. The wording: "Players may request a partial or full withdrawal of their real money balance at any time. Players may withdraw their real money balance before meeting the bonus wagering requirements; by doing so, they forfeit any funds in their bonus balance." The bonus terms and conditions (e.g., 1.8, 1.12, 1.15) also clearly state that upon withdrawal, only the bonus and bonus winnings are forfeited—not the deposit. The casino still refuses to pay out my €700 in real money. I therefore request your assistance in enforcing my right to a payout of my real money balance in accordance with the casino's own terms and conditions. Thank you in advance. Sincerely,
Automatic translation:
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6 months ago
Dear player,
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 the 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
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6 months ago
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, 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.
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6 months ago
Dear player, to clarify, the same section that you referenced also explicitly states that:
All deposits must be wagered at least once before the player is able to withdraw any balance.
This is a standard anti-money laundering measure required by most online casinos and regulators. This applies to real money deposits and is not connected to any bonus requirements.
So, although you are correct that players can withdraw their real money balance without completing bonus wagering, the deposit itself must still be wagered at least once before any withdrawal – including your €700.
If you are confident that you have already met this minimum wagering requirement on your deposited amount, we kindly recommend that you reach out directly to Vegadream Casino and request confirmation of your wagering status. Otherwise, we recommend placing bets that meet or exceed your total deposited amount, and then requesting your withdrawal again.
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6 months ago
TranslationHello,
Thank you for your feedback.
They write that "all deposits must be wagered at least once before a withdrawal can be made."
However, I checked Vegadream's official terms and conditions and bonus terms and conditions and found no such clause. On the contrary, the terms and conditions (section 4.3) explicitly state:
"Players may request a partial or full withdrawal of their real money balance at any time. Players may withdraw their real money balance before meeting the bonus wagering requirements; however, by doing so, they will forfeit any funds in their bonus balance."
The bonus terms and conditions (e.g., 1.8, 1.12, 1.15) also stipulate that in the event of an early withdrawal, only the bonus and bonus winnings are forfeited, but not the deposit itself.
Therefore, I ask you to provide me with the specific passage in the Vegadream Terms and Conditions on which you base this statement.
Thank you for the clarification.
Automatic translation:
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6 months ago
Dear player, to better understand your situation, could you please confirm whether your deposited amount is still showing as a balance in your casino account, or if the deposit was confiscated or deducted by the casino?
To clarify, this rule says you can withdraw your real money balance at any time, even if you have not yet fulfilled the bonus wagering requirements. However, by doing so, you will forfeit any funds in your bonus balance — this means the bonus and any winnings from the bonus will be lost.
At the same time, the terms also clearly state that your real money deposit must be wagered at least once before you can withdraw any balance (including your deposit). This requirement is separate from the bonus wagering and is a standard practice in most online casinos to prevent money laundering.
So in short:
- You don’t have to complete the bonus wagering to withdraw your real money — but if you withdraw early, you lose the bonus.
- You do have to wager your deposited money at least once before withdrawing.
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5 months ago
Dear Ggg77,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
