The player from Germany has been accused of breaking the T&Cs by playing restricted games while completing bonus wagering. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Vegadream Casino - Player has been accused of playing a restricted game.
Black points: 36
Amount: €550
Vegadream Casino
Safety Index:Above averageSafety Index
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello dear Casino Guro team,
I made a deposit of 25 EUR at Vegadream. then I played sword of khan and immediately won EUR 324. Of course, I kept playing and then played two games that were called: Wild Frames and Dog House. I didn't play it for long and won a maximum of 100 EUR on both slots. Then I played on and on and at some point the bonus was implemented and of course I had legitimized myself and was then able to withdraw. Then I continued to play with the wagered money (which I was able to cash out) and then landed another hit at Ankh of Anubis, where I won another EUR 361. Then I made a payout of 450 EUR each (first deposit bonus implemented) and a second payout of 100 EUR. Both could also be entered and sent as far as possible. Now, two days later, I saw that the amount was refunded to me. Of course I asked why. The explanation was that I was playing games that loud terms and conditions are not allowed to be played with bonus money. I've checked and in fact, Dog House and Wild Frames are games that are not allowed to be played with bonus money. Here is my first hint. Customers are allowed to accrue, there are no indications that these games are forbidden in order to then provide the reason, as with me, why the entire converted part, i.e. my 550 EUR, cannot be paid out. But on the contrary. I could just place my bets without any notice. Now I wanted to make another withdrawal (with the same money) via Trustly, which I thought always goes very quickly. Then 5 minutes later I received the email that this was not possible due to the games mentioned above and that my stake would be referred back to me. Say the profit of 361 EUR and also profits from Floating Dragon, which are not part of the blocked games, were simply taken away from me and I only got 25 EUR back, even though I deposited 75 EUR on the day alone. I have now written to the casino that they should deduct the stakes and winnings of the two games that are not allowed to be played with bonus money from the 550 EUR and that they should pay me the difference. They can't let you know if you are playing prohibited games with bonus money, but which are not allowed to count, apparently fooling the customer into thinking that everything is legitimate and then simply all of the money, which incidentally also with my second deposit, where I play these games have not played just take it away. I hope I can achieve something through your complaint and mine without having to take legal action against these people.
Automatic translation:
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2 years ago
Dear Dustin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://vegadream.com/simple/general-bonus-terms:
"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, Jammin Jars 2. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited."
However, 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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2 years ago
Thank you very much, Dustin, for your reply. I have corrected your email address in our system and resent the authorization link to the correct one. Please let me know if it worked.
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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2 years ago
Translation
Hello and good afternoon,
yes i got your emails. Thank you that we are now taking care of it intensively and I look forward to further hopefully positive news from you.
Best regards
Automatic translation:
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2 years ago
Hi Dustin,
I have 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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2 years ago
Translation
Hello Peter, this is really great!
Thanks very much! Hopefully the answer ...
Warm greetings
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Dustin,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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