Vegadream Casino - Player has not received the promotional offer due to time-zone differences.

Dear CasinoGuru Team,

I hope you’re doing well today!

December 31th at 12:01 P.M. (Canada Time), Vegadream sent me a promotional email for the New Year.

100 Free Spins to Muertos Multiplier Megaways after log in within the day.

I logged in December 31th at 18:29 P.M. (Canada Time).

Free spins were never credited and their LiveChat was closed for the New Year festivities so I wasn’t able to get help.

I contacted them January 1st 2025. Nina and Anja answered this :

‘’Please note that we operate using Central European Time (CET) for all our offers and promotions. To be eligible, it’s important to log in and complete any required actions, such as making a deposit, on the same day the promotional newsletter is sent, based on CET.

I completely understand that this might be disappointing, and I’m sincerely sorry for any inconvenience this may have caused.

I am sorry about that, Olivier. I understand it might be very disappointing and frustrating, but I can assure you that many other offers will be sent to our loyal players like you, in the future.’’

So to summarize, I only had 5 hours and 58 minutes to claim the offer (December 31 12:01 to 5:59).

When they are the day, we are sleeping here in Canada.

They decline to credit it again. It’s a bad will and I want to denounce it with this complaint.

Thank you very much for your time!

Dear OlivierL007,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. We do not investigate the rules further and we cannot compel casinos to provide specific bonuses to you.

Could you please specify if you deposited the amount necessary for activating this bonus?

Have you played with the deposited money, although you have not received the free spins?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronika,

Thank you very much for your detailed answer.

It was a no-deposit package of free spins for the New Year festivities to their loyal customers, credited right after our first log in of December 31st.

Moreover, in their promotionnal email, it’s well mentioned : ‘’Claim your free spins today before the year ends.’’

Then, after reading this, I logged in December 31st at 18:28 P.M. Eastern Time (Canada), 00:28 CET time. So according to their time zone, I’m late 28 minutes, but I live in Canada, not in Europe, there is a large difference of hours!

***As a customer, I should not be obliged to worry about time zone rules because each casinos is in a different country. I should not be obliged to consult external websites to see what time is in their country. It’s a really bad experience.***

I understand that Casino Guru cannot force a casino to honor a promotion.

But with this complaint, I want to denounce their bad will and above all, I want to inform their actual customers and future customers about this upsetting time zone rule.

Thank you again for the serious allowed to this case.

Have a wonderful day! ☀️

Olivier.

Dear OlivierL007,

I truly understand how disappointing it must be to miss out on an offer due to time zone differences, and I appreciate you taking the time to share your experience with us.

As mentioned earlier, every casino has its own terms and conditions regarding promotions, and unfortunately, in this case, Vegadream has a policy based on Central European Time (CET), which resulted in you missing the promotion by a small margin. While we completely empathize with your situation, we are unable to intervene in the casino's decision regarding bonus eligibility.

As much as we would like to see the promotion honored, we are unable to change the rules of the casino or force them to credit the bonus after the expiration of their set time frame. That being said, I encourage you to share your feedback directly with Vegadream's customer support team, as they may take it into consideration for future promotions.

Please rest assured that we are always here to assist you with any future concerns you may have, and we truly appreciate you bringing this issue to our attention.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Veronika

Casino Guru Complaint Resolution Center