Vegadream Casino - Player has been accused of playing a restricted game.

Hallo,

Ich habe bei Vegacasino.com 30€ eingezahlt. Ich habe 200% und 100 Freispiele bei Razor Shark erhalten. Habe den Umsatz geschafft,und am Ende 800€ gewonnen. Nun saget das Casino aber,dass ich gehen die AGBs verstoßen habe,in dem ich Razor Shark im Bonus gespielt habe. Das ist ja richtig gemein,weil die mir ja die 100 Freispiele dazu gegeben haben. Der Chat sagt,das hätte ich nicht tun dürfen! Ja toll,das war aber bei der Einzahlung mit dabei. Richtig fiese Masche von denen!!!

Screenshots von dem Chatverlauf und von dem Angebot.

mit freundlichen Grüßen

Dennis

Dear Dennis,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Ok,werde ich an der Email schicken.

Danke

Thank you very much, Dennis, for your reply and forwarded screenshots. I have checked the general bonus terms and conditions, and the promotion (2nd Deposit Bonus) is still available as you described it https://vegadream.com/simple/general-bonus-terms:

• "The first welcome bonus is a match bonus of 100% up to 550 EUR (or the equivalent in any other currency) + up to 100 Spins on Book of Dead or Book of Shadow.
• The second welcome bonus is a match bonus of 200% up to 250 EUR (or the equivalent in any other currency) + up to 100 Spins on Razor Shark or Golden Genie And The Walking Wild.
• The third welcome bonus is a match bonus of 300% up to 200 EUR (or the equivalent in any other currency) + up to 100 Spins on Mystery Museum or Manhattan goes Wild."

"With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games, Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."

Could you please forward your entire game history in Excel format before we'll contact the casino? Looking forward to hearing from you.

Hallo,

vielen Dank für die Nachricht.

Ich habe eine kleine Liste erstellt die ich ihnen wieder Per Mail geschickt habe.

Die Liste ist klein,aber worum es geht sieht man dort eindeutig.

Mit freundlichen Grüßen

Dennis

Thank you very much, Dennis, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Denis.

I am sorry to hear about your troubles.

Of course, the whole situation is absurd. I would like to invite the casino representative into the case.

Would you please explain to us what happened and why a restricted game is offered as a bonus?

Super vielen Dank. Dann bin ich ja gespannt,was das Casino antwortet.

beste Grüße

Das habe ich nochmal als Email von dem Casino erhalten gestern.

Hello Dennis,

Thank you for your email.

Upon registration, everyone is asked to read and accept our Terms & Conditions, and a sign will appear where you actively mark a box saying that you have read the terms. We have this procedure because it is important that all members are aware of the terms before starting to play. We are strict with our Terms & Conditions as they constitute the security and safety of the casino.

They protect both members and us. Since our members know that at all times, regardless of the situation, our Terms & Conditions apply and nothing else, this provides a feeling of security and safety. 

For this reason, we never deviate from the Terms & Conditions. If we were to deviate from the Terms & Conditions in some cases, we can not motivate why we should not do so in other cases and the whole point and the security that these provide will disappear. Our members could not trust that they are always protected.

Please do not hesitate to contact us via email 24/7 or via live chat active everyday from 10h00 until 23h00 CET if you need any further assistance!

Regards,

Vicky

Vegadream Casino

We would like to ask the Vegadream Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Denis.

I have managed to get a Skype contact on the correct person in the casino.

I am extending the time frame to another 7 days, and hopefully, we can solve the complaint soon.

Sorry that it is taking longer than usual.

Ok vielen Dank

Hello Dennis.

After some discussion with the casino representative, here is a brief story of what happened:

You took a bonus and part of this bonus was 100 free spins on the game Razor Sharp. After you finished these free spins you made another 11 rounds on Razor Sharp and you won €0.1 from these rounds. Game Razor Sharp is on the list of restricted games and the casino didn't block this game by software.

Then you switched the game and after 14 rounds you hit a €417 win.

I would like to point out three things:

1. It is a very bad idea to give the players free spins on the game which is normally restricted. It could cause confusion at best.

1. Dennis played only 11 rounds on the game Razor Sharp and won only €0.1 from these 11 rounds. His winnings are originated from allowed games.

1. Good casinos prevent the situations where players can play restricted games by enforcing this rule by software. So there is no possibility for players to play restricted games.

We believe that Dennis should be paid in full. The argumentation of the casino representative that Dennis should read the terms before he started to play we do not see as valid in this case. He didn't gain any advantage by playing 11 rounds on this restricted game and he definitely didn't try to abuse somehow the promotion. 

Genau so war es! Wenn man den Bonus mit den Freispielen bekommt,geht man ja auch davon aus das man das Spiel spielen darf! Es ist sowieso generell blödsinnig,irgend welche Spiele zu verbieten die man nicht Spielen darf. Wozu denn? Es ist darauf angelegt von bestimmten Casinos das man es macht,um keinen Gewinn auszuzahlen. Bei den Guten wenigen Casinos kommt eine Warnung oder man kann es erst garnicht spielen! Und dann auch noch die Freispiele bei einem Spiel zu geben was verboten ist,mit der Hoffnung 1 Dreh mehr zu machen,ist ja schon Betrug an dem Bonus selbst! Und wegen 0.10€ Bei 11 Drehs die entstanden sind 800€ nicht aus zu zahlen,wo man im erlaubten Spiel alles an Geld gesammelt hat ist schon kriminell von dem Casino!!!

Hello Dennis. 

Unfortunately, in this case, I couldn't convince the casino representative about what everybody else saw. I have no other option here as to close this case as unresolved.

At least, we will lower the casino rating, and players will see this case as an example of how this casino treats the players.