The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. The issue was resolved, the casino made an offer to the player and he accepted it.
Vegadream Casino - Player has been accused of playing a restricted game.
Amount: €370
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I made 3 deposits in the casino. Last deposit was 25 euros. Bonus implemented and payment requested 370 euros. Payout was canceled due to violation of the terms and conditions of the voucher. No jackpot games may be played in the. I played Pirate Gold from Pragmatic which has no progressive jackpot and is not seen as a jackpot game at any other casino. It's just a jackpot feature. Just like there are a lot of Gamomat / Pragmatic and now almost everyone has 2 slots. That would mean a third of all slots violate the bonus conditions. You can see at the casino that it is designed with such clauses that are misinterpreted not to have to pay out. I have explicitly read the bonus conditions 100 times and I would never have thought that slots like Pirate Gold / Wolf Gold / Mustang Gold or Respin Book of Ra are considered jackpot slots. There was no response to my email to solve the problem. Greetings Tom
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3 years ago
Dear wennertom,
Thank you very much for submitting your complaint and forwarding the relevant communication. 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.
I have checked the general bonus terms and conditions, and this is what I found https://vegadream.com/simple/general-bonus-terms:
"2.6.5. Different games and game types contribute towards fulfilling wagering requirements to different extents. For instance, if a game type delivers 100% towards wagering, it means that if you bet €1, €1 will count towards completion of the wagering.
Below are the games’ bonus wagering contribution rates:
Slots - 100% (Except forbidden games listed below)
Blackjack 0%
Roulette 0%
Live Casino 0%
All other Table Games 0%
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 Xways, 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."
Additionally, I have checked the Jackpot games listed on the website, and didn’t find the Pirate Gold slot between them https://vegadream.com/jackpots.
Even between the "Bonus-buys" games https://vegadream.com/bonus-buys only the Pirate Gold Deluxe is listed, not the regular version of this game.
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
Hello, I paid in there 3 times. And claimed 3 bonuses. Thanks for your help.
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3 years ago
Thank you very much, wennertom, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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
Hi wennertom,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hello casino guru. I reached an agreement with the casino. So that there was a good solution for both sides. The casino contacted me and explained everything. So the case is solved for me. I ask you to delete the case as resolved to my satisfaction. Thank you for your help
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3 years ago
Hi wennertom,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
