The player from Germany had regularly deposited and withdrawn small amounts at Vegadream Casino for two years, following account verification. After a recent 80 Euro withdrawal, however, the player was told to wait ten days for additional checks despite using the same deposit and withdrawal methods. The player later received the payment, and the complaint was resolved.
Vegadream Casino - Player faces delay in withdrawal due to additional checks.
Amount: €80
Vegadream Casino
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
I deposit Minimum 2 years on Vegadream Casino. Did many deposits and withdraw. Mostly only 20 Euro deposits. All is longtime verified. Now i deposit again with Bonus 100 Prozent. After wager did 80 Euro withdraw. After 4 days no withdraw. I Go live Chat. He Tell me i Must wait ten days for additional Checks? I dont get it. i played normal slots like i do last 2 years. Play n Go. No Roulette or something Like this. I deposit with same method Like always. Withdraw too same method. For what additional Checks. Males no Sense. Need help
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6 months ago
Dear wennertom,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
Hello. No. I didn't receive an email either. I had to ask in the live chat myself. That's the joke. And again. My verification has been complete for months. And I don't have a new payment method. Different internet. Or played different slots than before. That's why it's arbitrary. It's been 7 days since my withdrawal request. And vegadream doesn't want any documents from me. From what. Everything is verified. The only way I can explain it is that I still have a complaint open with them about Rizzcasino. They simply deducted 97 euros from me even though that goes against their own terms. Must be the same company. I can't explain it any other way. That would of course be an absolute scandal.
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Automatic translation:
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6 months ago
Translation
I have just been paid the money. Thank you for your help
Automatic translation:
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, wennertom, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
