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

Ich habe gestern einen 500% Bonus im Vegadream Casino genutzt.

Mit diesen 60€ hatte ich einen großen Hit in Book of Shadows und hatte dann über 1500€ auf der Balance.

Mit diesem Guthaben habe ich den Wager dann vollendet und hatte am Ende 2000€ in Auszahlung.

Heute wurde meine Auszahlung gelöscht und man hat mir gesagt,

dass ich ein für Bonus Geld gesperrtes Spiel gespielt habe

(Big Bamboo).

Ich bin dann meine Spielhistorie durchgegangen und habe tatsächlich

gesehen, dass ich dieses Spiel für ein paar Spins gespielt habe.

Ich bin durch meine Spielhistorie gegangen und konnte anhand der Beträge feststellen,

dass ich bei der Startsumme von 1146,03€ und der Endsumme von 1096,83€

einen Verlust von -49,20€ in diesem Slot erzielt habe.

Somit hatte der Spielverlauf in diesem Slot keine Auswirkung auf das

Umsetzen des Bonusbetrages.

Bei anderen Online Casinos wurde ich immer

darauf hingewiesen wenn ich einen Slot öffnete der nicht für das Umsetzen

von Bonusgeldern erlaubt ist (Anhand von nicht öffnen lassen des Slots oder einer Benachrichtigung via Text).

Es war für mich daher nicht erkenntlich, dass ich mit dem Spielen dieses Slots meine Gewinne nichtig mache.

Hätte ich dies gewusst, dann hätte ich diesen Slot nicht geöffnet.

Aus meinem Spielverlauf heraus lässt sich auch klar erkennen, dass es nicht meine Absicht war mir einen

Unfairen Vorteil zu verschaffen.

Dear pattn,

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. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

If there's any relevant communication, please forward it 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

hi, thanks for the fast reply.

I have not been warned by software, there was no way for me to know.

It was not my first redeemed bonus.

Thank you very much, pattn, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Vegadream Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello pattn,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Vegadream Casino has recently ignored us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Vegadream Casino to join the conversation.

Dear Vegadream Casino,

Can you please provide more information regarding the player's voided winnings? Why were the games the players are not allowed to play with the bonus not restricted by the software automatically?

We would like to ask the 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’ which may negatively affect its rating.

Dear pattn,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal