VegaZone Casino - Player’s balance has been incorrectly reduced.

I deposited €30 and claimed the Monday 50% bonus. My balance was suddenly reduced from €234 to €75.

When I checked the bonus T&Cs, it clearly states that the maximum win is 5x the deposited amount. The calculation is quite simple: 5 × €30 = €150, so my balance should have been reduced to €150, not €75.

I contacted live chat for clarification, but the agent named Christopher was extremely unhelpful and seemed unable to understand what I was explaining, even though I provided screenshots showing the issue. Instead of resolving the matter or providing an explanation, he simply disconnected the chat.

I would therefore like a clear explanation of why my balance was reduced to €75 instead of €150, based on the stated bonus terms.

I am asking for your help in resolving this issue, as it currently appears that the casino is unwilling to cooperate or provide a proper explanation.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Did you find this bonus on the casino's website, receive it in a promotional email, or find it on a third-party website?
• How did the casino customer support explain the cap applied to your winnings? Based on the information you provided, it seems that the casino capped your winnings at five times the bonus amount rather than five times the deposit amount.
• Were your winnings reduced immediately after you completed the wagering requirements for this bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello.

• I found bonus on the page, it look like it is regulary monday bonus of 50% deposit. Screen attached. Link: https://vegazone1.com/en/promos/rocketfuel-monday
• They did not get any explanation from live chat. Yes it looks like casino reduced my ballance to 5x bonus amount instead of 5x deposited amount.
• Yes my ballance was reduced automaticaly when wagering has been finished.

Thank you,

Kind regards

• Please forward me all communication between you and the casino’s customer support regarding the cap applied to your winnings at veronika.f@casino.guru. This may include screenshots, chat transcripts, or emails.
• Additionally, please send me a screenshot of your bonus history showing the bonus in question.

Thank you for your cooperation.

All requested information was sent to provided email veronika.f@casino.guru.

Thank you.

Br,R

Hello,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused.

Following our review, €75 has been credited to the player’s VegaZone account to rectify the error that occurred earlier this month.

Kind regards,

The VegaZone Team

Thank you. Vegazone added 75eur to my ballance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ROCCKODON86,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika