Vegadream Casino - Player's winnings are delayed.

Hallo,

ich habe mich bei VegaDream angemeldet und nach umsetzen des Bonus 2.470€ gewonnen. 2x ausgezahlt (2420€ und 50€). Nun hab ich vom Support erfahren, dass meine KYC am 18.10 erfolgreich verifiziert worden ist und nun warte ich seit 7 Tagen (Auszahlung 2420€ am 13.10 und 50€ am 16.10). Vom Livechat bekomme ich jedesmal die gleichen Antworten, dass ich mich gedulden soll und die Finanzabteilung, meine Auszahlung so schnell wie möglich bearbeitet. Bitte helfen sie mir mein Geld zu erhalten

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 XxChxX,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of the many cases submitted, the casino decided to take a no-reaction policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it, and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to veronika.f@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Veronika

Hallo Veronika,

danke für die schnelle Rückmeldung.

falls das Casino mir das Geld nicht nach 14 Tagen überweist, was könnte ich da machen?

LG

Hallo Veronika,

bisher habe ich meine Geld noch nicht bekommen. Können sie mir helfen?

Dear XxChxX,

Thank you for your update. I’m truly sorry that you are still waiting for your winnings, and I understand how frustrating this situation must be.

Unfortunately, we have received numerous complaints regarding delayed withdrawals from this casino. Despite our repeated attempts to resolve these cases, the casino has adopted a No-Reaction Policy and does not respond to our mediation efforts. This significantly limits our ability to help.

I sincerely hope that your payment will arrive soon. In the meantime, could you please forward a screenshot showing both withdrawal requests and their current statuses to veronika.f@casino.guru? Please include complaint number 237563 in your email so I can document your case.

Thank you for your cooperation and patience.

Hallo Veronika,

nach mehreren Versuchen mit dem Live-Chat und den ständigen selben Antworten, dass ich mich noch gedulden soll, die Finanzabteilung sei an meinem Fall dran. Hat sich der Status der Auszahlung nicht geändert und somit habe ich leider noch immer nicht mein Geld erhalten.

ich hoffe auf das Beste

Ich habe Ihnen die Screenshots per Mail gesendet.

Dear XxChxX,

Thank you for your email.

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 20+ 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 failed as the complaints grew in number. We strictly recommend staying away from Vegadream Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.

Kind regards,

Veronika