The player from Germany had requested a withdrawal that was confirmed via email but was later canceled, leaving her without the funds. Despite her attempts to contact customer support, she had not received any responses for over 24 hours. The Complaints Team found that Vegadream Casino had a history of not responding to mediation efforts and had closed multiple cases under a "No Reaction Policy." Consequently, the complaint was marked as unresolved, and the casino's overall rating was negatively impacted, with a strong recommendation for players to avoid Vegadream Casino.
Vegadream Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 113
Amount: €750
Vegadream Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hello, I requested a withdrawal. I then received an email stating that the withdrawal had been processed. Unfortunately, there was no money in the account. The player account showed that the withdrawal had been canceled, but the money is gone.
None of the employees are answering me. There hasn't been any response from the chat system for over 24 hours.
Automatic translation:
Public
Public
5 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Vegadream Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Do I understand correctly that the money was deducted from your casino balance but the payment has a "cancelled" status?
- Have you made any successful withdrawals before using the same payment method?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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Public
Public
5 months ago
Translation
Yes, I received an email saying the money had been paid out, but it's not in my account. And then it was canceled, but it's no longer in my gaming account either. I've made withdrawals before, and they always worked. I played without a bonus.
Automatic translation:
Public
Public
5 months ago
Dear player,
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 10+ 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,
Natalia
