Vegadream Casino - Player has been accused of playing restricted games.

27 EUROS DEPOSITED AND DON'T RECEIVE 300% 100 FREE SPINS! THEN I HAVE TO PLAY WITH 108 EUROS! I ONCE WON 2000 EUROS AT MYSTERY HOTEL SPIEL! HAD MADE MY SALES AND WANT TO MAKE A PAYOUT OF 2000EURO VEGADREAM.CASINO DECLINED THE PAYMENT AND JUST WRITTEN MY DEPOSIT OF 27EURO TO MY ACCOUNT! THE REST HAS BEEN RESTORED!

Dear Jessilein2008,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any promotional offers from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Could you please advise if you have tried communicating this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Ich habe für den BONUS eingezahlt 27euro! 300% habe ich gutgeschrieben bekommen! Somit hatte ich 108€ zum Spielen! 100 freispiele waren aber nicht bei! Ich habe dann mit dem Spiel Hotel Mystery 2000€ gewonnen! Vegadream meinte weil ich ein paar runden Twin spin und Razor Stark.gespielt habe meine ganzen Gewinn verfallen zu lassen ! Mein Guthaben war über 2000€ vegadream hat mir meine eingezahlten 27euro nur Gutgeschrieben..Das darf nicht sein!:der BONUS zählt eh nicht da ich keine freispiele erhalten hatte

Thank you, Jessilein2008, for your reply. Do I understand correctly that you have been accused of playing restricted games while completing bonus wagering?

Vielen Dank für ihre Mithilfe! RICHTIG!

ICH HABE TWIN SPINS UND RAZOR SHARZ ! AUCH PAAR RUNDEN GESPIELT MIT KAUM GEWINN! MEINER MEINUNG DÜRFTEN DIE SPIELE ERST GARNICHT MIT GUTHABEN ANGEZEIGT WERDEN SODAS MANN DIE ERST GARNICHT SPIELEN KANN! GEWONNEN HABE ICH Das VIELE GELD JA EH MIT EIN ANDERES SPIEL ! DIE 2000€ AUFEINMAL! ICH BIN DER MEINUNG DAS VEGADRAM MIR GARNICHT DIE 2000€ EINFACH WEGNEHMEN DARF! Gelassen haben sie mir nur meine EINZAHLUNG von 27euro! Nicht FAIR! PAAR EURO HÄTTE ICH VIELLEICHT EIMGESEHEN ABER NICHT DIE 2000£ DIE GARNICHT MIT BONUS SPIELE GEWONNEN WURDE SONDERN WIE GESAGT IN EIN SPIEL MYSTERY HOTEL! LG JESSICA B*******

Thank you, Jessilein2008, for your reply. I have checked the general bonus terms and conditions, and this is what I found (here):

"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, I would lie to emphasize that 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 games that are not allowed to be played while completing the bonus wagering.

I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

VIELEN DANK NOCHMAL FÜR IHRE MITHILFE! DANKE!!

ICH SPIELE IN VERSCHIEDENEN ONLINE CASINOS MIT SUPER ZUFRIEDENHEIT! DA IST DANN AUCH DER FALL DAS DIE SPIELE BLOCKIERT SIND (BONUSSPIELE)

ICH HOFFE DOCH NOCH WENN WENIGSTENS EIN TEIL MEIMES GEWINNES ZU ERHALTEN😔WAS NICHT AUS EIN BONUSSPIEL ENDSTAND! WEIL ICH HATTE JA AUCH EIGENES GUTHABEN ZUR VERFÜGUNG!

LG JESSICA

Dear Jessilein2008,

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.

Sehr gerne vielen Dank !

LG.

Jessica

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.

Vielen Dank ! TRAURIG VOM VEGADREAM CASINO SICH BIS JETZT NOCH NICHT DAZU GEÄUßERT ZU HABEN! 😏 ICH HOFFE CASINO VEGADREAM.CASINO BITTE DAZU WAS ZU SAGEN !

Dear Jessilein2008,

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 EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/). 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 EADR and 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