The player from Saxony has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The issue has been resolved successfully.
Vegadream Casino - Player claims that payment has been delayed.
Amount: €2,000
Vegadream Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
Hi,
I don't live in Puerto Rico but couldn't change that in the "Where do you live" section, I'm from Germany. I've been playing in this casino for years.
As previously described in the case, I've been waiting for my payout since November 6, 2023. Usually, it's processed within 1 to 3 working days. I have not played with any free spins or bonuses. Plus, I am a VIP member in this casino.
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1 year ago
Dear Alexinc89,
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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1 year ago
Translation
No, still not and now 2 weeks have passed and no one can give me a reason
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1 year ago
Thank you for your reply, Alexinc89. Could you please advise when exactly you made the last successful withdrawal? Did you use the same withdrawal method in the past?
Have you tried contacting the casino regarding the delay? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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12 months ago
Translation
Hi,
The last successful payout using the same payout method was on October 9th, 2023 at 6:32 a.m. as shown in the screenshot.
best regards
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11 months ago
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That was their last email in response to my request and it's just one email out of many, always the same, you won't be put off
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11 months ago
Hier ist die nächste
We acknowledge receipt of your email,
We wanted to reach out and provide you with an update on the status of your withdrawal request, which is currently undergoing investigation by our dedicated team. We acknowledge the wait involved and want to assure you that we are exerting every effort to expedite the process.
Rest assured that you will receive an update via email soon, keeping you informed about the progress and status of your withdrawal. Your understanding and cooperation throughout this period are greatly appreciated.
We recognize the significance of your recent withdrawal request and value your patience as we work towards a resolution.
If you have any concerns or inquiries, please feel free to contact us via email, available 24/7, or through LiveChat, which operates between 10 am and 11 pm. We are here to assist you and ensure a smooth resolution to your satisfaction.
Thank you for choosing Vegadream Casino. We appreciate your trust and look forward to resolving this matter promptly.
Warm regards,
Claudia
Vegadream Casino
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11 months ago
Translation
Here's another one I asked every 2 to 3 days
Thank you very much for your email.
We would like to inform you that your case is still under review by our department. We understand your concern about your €2,000.00 withdrawal request (45474629) and know how important it is to resolve this issue.
Our player satisfaction is of utmost importance, so we are actively working to speed up the process.
As soon as we have updated information, we will contact you directly to let you know the progress of your case.
We sincerely apologize for any inconvenience this issue may cause you.
We greatly appreciate your understanding and patience.
If you have any concerns, doubts or further assistance, please do not hesitate to contact us by email 24/7 or via LiveChat between 10:00 a.m. and 11:00 p.m. We're here to help.
Best regards,
Maya
Vega Dream Casino
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11 months ago
Translation
Hey,
This is today's email. I'm starting to think it's an exit scam because the license is being changed. 
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11 months ago
Hey ,
this is the chat from today
Me: hey12:55
Maria : Hello! I am happy to help you today.12:55
Maria : How may I assist you?12:55
Me: sorry the chat was closed12:55
Me: How long should this be delayed? Almost shortly before the change takes place, there are no more payouts. I see my payout already blowing away in the wind, as the saying goes12:56
Me: that wa my question12:56
Me: you wanted to talk to vip support12:57
Me: ?13:00
Me: Hello Somebody here?13:01
Maria : I am here. Thank you for logging in to your account. Please give me a moment.13:02
Me: ok thanks13:02
Maria : Thank you for waiting. I am very sorry for any inconvenience caused to you. As I see, the pending withdrawal of 2000 Euro has been forwarded to the concerned department.13:07
Maria : However the update is still awaited from them.13:08
Maria : Please trust that we are following up and you will hear from the payment team soon.13:08
Me: I feel really ripped off. I hear the same thing every day. It's in progress and has been forwarded. There's no one here who can really help me. Sorry, you can't do anything about it13:09
Me: I also suspect that as soon as the switch to starscream is made, my payout will be gone, I've had a case like that before13:10
Me: How long are you going to tell me about this? Is there no VIP manager I can contact?13:11
Maria : I understand your frustration. However I have intimated the payment team to revert to you at the earliest.13:15
Maria : I am not in a position to connect to a VIP manager currently. I request you to send us an email. The ocncerned team will review and update you.13:16
Maria : You can email us at support@hd.vegadream.com13:16
Die Sitzung ist nun geschlossen.
Maria hat die Sitzung verlassen chat!
the same ervery day....
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11 months ago
Thank you very much, Alexinc89, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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11 months ago
Hello there,
Thank you Alexinc89 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Vegadream Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
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11 months ago
Dear Alexinc89,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
