The player from Germany has been accused of breaking the T&Cs by playing a restricted game while completing bonus wagering. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Vegadream Casino - Player has been accused of playing a restricted game.
Black points: 105
Amount: €2,000
Vegadream Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I used a 500% bonus at Vegadream Casino yesterday.
With that €60 I had a big hit in Book of Shadows and then had over €1500 on the balance.
With this balance I then completed the wager and had a payout of €2000 at the end.
Today my payout was canceled and I was told
that I played a game locked for bonus money
(Big Bamboo).
I then went through my game history and actually have
seen me playing this game for a few spins.
I went through my gaming history and was able to determine from the amounts
that with the starting total of €1146.03 and the final total of €1096.83
made a loss of -49.20€ in this slot.
Thus, the gameplay in this slot had no effect on that
Wagering the bonus amount.
At other online casinos I've always been
pointed out when I opened a slot that wasn't for swapping
of bonus funds is allowed (by not letting the slot open or a notification via text).
It was therefore not recognizable to me that I would void my winnings by playing this slot.
Had I known this, I would not have opened this slot.
It's also clear from the way I played that it wasn't my intention to get one
to gain an unfair advantage.
Automatic translation:
Public
Public
1 year ago
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
Public
Public
1 year ago
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.
Public
Public
1 year ago
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.
Public
Public
1 year ago
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?
Public
Public
1 year ago
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.
Public
Public
1 year ago
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
