The player from North Rhine-Westphalia has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
Vegadream Casino - Player claims that payment has been delayed.
Amount: €1,200
Vegadream Casino
Safety Index:Above averageSafety Index
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7.2
Vegadream Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I used 4000 words earlier so I'll keep it short this time. Once you leave this page you can reload and start at 0 .
At vegadreams I achieved a turnover of €50 for the €680 bonus of €1800 out of €1800, although I came up to €65 with €50 + deposit bonus and played it down completely to €5 and with the last €5 the profit is €1800 € went completely to the bonus credit instead of my real credit. I was able to pay out a real balance of €1200 afterwards because I was so lucky. But from the actual 1800 €. The problem is I've been waiting for my €1200 since November 1st, 2022 and I'm supposed to upload something new every time for verification of the addressee, although I've done it 3 times. After 48 hours, an e-mail is sent to me in which it said 2 times I should mean it Verifying account which I have already done and just waiting for confirmation. The address button was still pending on the vegadream side. After writing to a casino employee online from there he sent me a new link to re-upload my address verification. I did this again. Today 05.11 09.00 I get the threat to verify my account otherwise my account will be blocked. So I uploaded it clearly and clearly 3 times even and I was paid 2 times 500€, the 1200€ are noted as outstanding in the history. They want to block my account and do not accept my verification.
I also have screenshots
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2 years ago
Dear Joel.D.B,
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
Don't you think I should wait for vegadream casino to block my account even though I've properly verified myself?
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2 years ago
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my fear came true
The €1200 from me was canceled and €50 of the €1200 in pure profit was now credited to my address after being rejected 4 times. However, I have confirmations beforehand that everything is fine and the max bet with bonus does not matter at all, I played 5 € slot with my real money, vegadreams first paid my real money down and then the bonus balance. Whereby the bonus payment always takes place first, free spins scatter or bonus. As the name indicates . The side stop totally cheated me. I had several consultations with the staff at vegadreams. Screenshots are loading !!
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2 years ago
Thank you for your reply, Joel.D.B. Do I understand correctly that the casino confiscated your winnings because you breached the maximum allowed bet?
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance.
