The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering.
Vegadream Casino - Player has been accused of playing a restricted game.
Black points: 28
Amount: €570
Vegadream Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
hello I paid a 100 percent bonus in the vegadream casino and then played a slot that is not allowed according to the bonus conditions (cherrypop) I also admit this violation.
I am now used to slots that are not allowed to be played with bonuses or are not allowed
a.) You can't even start it with a bonus or
b.) only the real money balance is displayed
almost every mga casino where I play has implemented this software so that something like this cannot happen in the first place
the casino has missed the chance to implement such software and deliberately lets unsuspecting players fall into the bonus trap even though it would be easy to implement this software
in my eyes, the casino bears a share of the responsibility
I won 770 euros with this bonus and requested it to be paid out. the payout has been canceled and i have received my deposit of 200 euros back.
I'm already fully verified and it wasn't my first withdrawal at this casino.
Automatic translation:
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3 years ago
Dear fowi30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play 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 while completing the bonus wagering.
Could you please advise if it was your first redeemed bonus in this casino?
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
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3 years ago
Translation
no it was my 4th bonus in total in this casino.
I had already used the 3 welcome bonuses they offer.
then i received an offer by email for a 100 percent reload bonus
I deposited 200 euros and received an extra 200 euros bonus.
Automatic translation:
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3 years ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
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3 years ago
Hello fowi30.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
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’.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear fowi30.
I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
