The player from Rhineland-Palatinate has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Vegadream Casino - Player believes that their withdrawal has been delayed.
Amount: €1,903
Vegadream Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello,
Since September 20th, my payout of 1903 euros has been unprocessed and pending. Another one for 178 euros from 22.09 as well.
I've been registered and fully verified there since 2021.
After the payout request, I received a verification request for proof of income via payslip - for whatever reason. I scanned this and the entry was also confirmed. However , the payout will not be processed . When I asked, I was told that the test could take up to several weeks. This circumstance is not understandable because I have been playing there for a long time and all verifications have been available since 2021. In my account, all verifications with ticks are also fulfilled
Normally according to Vegadreams rules, the withdrawal must be made within 48 hours. thanks for help mfg
Automatic translation:
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2 years ago
Dear Tamino1,
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 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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2 years ago
Translation
Yes, I have now - thanks for the support
Automatic translation:
Public
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2 years ago
Awesome news, Tamino1. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
