The player from Germany deposited €100 with a 200% bonus and accumulated a balance of €1200 while fulfilling wagering requirements. However, his account balance reset to €0 while playing, and support claimed he canceled the bonus, which he denies.
Vegadream Casino - Player’s balance disappeared.
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Waiting for player to reply
6d 23h 26m 27s
Vegadream Casino
Safety Index 6.9 Above averageCase summary
Discussion
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5 hours ago
Translation
Hello,
I deposited €100 with a 200% bonus.
I got up to €2000. When I continued playing and my balance was at €1200, still in the middle of the wagering requirements, my account in the game "Le Bandit" was suddenly reset to €0. I contacted support, and they told me I had canceled the bonus myself. They insisted on that version of events. That's complete nonsense. I never canceled the bonus myself. Why would anyone do that? No one could be that stupid. My balance was simply wiped out mid-game.
Automatic translation:
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33 minutes ago
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33 minutes ago
Dear asgard18,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the bonus here in this thread.
- Do you see the status of the bonus somewhere in your player's account? Is the bonus marked as canceled or completed? Please post a screenshot here.
- How much of the required bonus wagering had you completed prior to this incident?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.
Thank you in advance for your reply.
Best regards,
Kristina
