The player from Germany is struggling to pass the verification process. After providing all required documents, the casino blocked access to the account. The player received their payment and the complaint was successfully resoloved.
Vegadream Casino - Player is experiencing issues with verification procedure.
Amount: €800
Vegadream Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Vegadream Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there,
I played there for the first time on Tuesday (November 30th). I deposited € 600 and in the end I want to withdraw € 800.
On the same evening, I was supposed to upload my identity card and proof of address. The next day early in the morning I get the confirmation that they have been verified. A few hours later I received the request for 3 pay slips and proof that it was in my account.
Then I wanted to log in and I kept getting "System error, please contact the live chat". I waited there for over an hour until I even got an answer. I was told that the account was blocked for the time being because I hadn't submitted the documents.
I uploaded the documents immediately.
Now in the chat they say all the time, I should wait for the mails. This can take 4-5 working days and even longer.
I am not registered there twice or anything else. I play without a bonus anyway.
Why are they just blocking the account?
How are the experiences?
Do I get my money paid out? 🙁
Please help me.
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3 years ago
Hello KleineMaus,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner and it can take some time to fully review all documents. Some casinos block players' accounts until this procedure is completed.
Could you please clarify when exactly you sent the last batch of documents? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina, thanks for the feedback.
I uploaded my ID and proof of address Tuesday, they were verified a few hours later. I sent everything else on Wednesday, then I should send everything again from the chat yesterday. So the documents have double and triple.
I will send everything else to you by email 🙂
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3 years ago
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To this day no response to my emails. I was told it takes 72 hours for the verification to be completed, these are over. In the live chat, an employee comes in and says "Hello, I'll help you today" and then there are no answers to my questions. I feel really kidding and wonder how you can deal with "customers" like that ...
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3 years ago
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I took a look for fun because it's the Gammix group. I've played at CashiMashi, Locowin, and CrazePlay once. But they're not allowed to request anything for these casinos, right?
I also tried whether I could log in there. "System errors" also occur at the other casinos. I just want to have the 800 € and they can block me everywhere at their casinos.
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3 years ago
Thank you very much, KleineMaus, for your replies and emails. I am afraid that it can take a few days to fully review all documents. Since you only sent the last documents recently, I would recommend you wait for at least 5 more days, so the casino has enough time to go through all of them.
I will leave this complaint open, and if there is no development we will intervene. Please, keep us updated in the meantime.
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3 years ago
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Hello Kristina. Is that a scam where casinos see all of their records in the hope that they won't pay out any money?
I've never seen anything like it.
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3 years ago
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3 days have passed since Sunday and I still have no response. It's just so sad m. It's been going on for almost 2 weeks.
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3 years ago
Thank you very much KleineMaus for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello KleineMaus,
I have reviewed your case and understand the situation.
I will try to contact the casino to see if I can help.
We would like to invite Vegadream Casino to join the conversation and help us to resolve this complaint.
Vegadream, can you please clarify the status of the player's account and verification?
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3 years ago
Translation
Hello Adam, thank you very much for your help.
I haven't received a response to my emails to date either, and 4 days have passed. 🙁
I have given them all the documents they need now. I've never waited so long for a verification or payment.
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3 years ago
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I can also send you everything I have sent back to Vegadream.
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3 years ago
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It is fine with me if I can no longer log into the casino at all. Just want to have my € 800 and then the subject is over. In such a stressful casino you don't even want to play anymore.
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3 years ago
Hello KleineMaus,
Thank you for the update, could I ask you to forward any relevant communication you have with the casino to adam.m@casino.guru please?
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3 years ago
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I've just sent everything over to you. 🙂
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3 years ago
Hello KleineMaus,
All received, thank you. We will await a response from the casino.
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3 years ago
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Hello Adam,
That pleases me.
I'm curious to see if anyone will get in touch. To this day still no answer to my email from 5 days ago.
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3 years ago
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Hello Adam,
before I finally got an email and again I am supposed to submit further documents 🙁
I forwarded the email history to you directly and hope to finally get my money soon. I have to prove things that have nothing to do with Vegadream.
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3 years ago
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Hello Adam, I sent you everything by email.
Another email came today that the account is finally verified. Can also log in and now wait for my payout.
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3 years ago
Hello KleineMaus,
Thank you for keeping us informed. I will set the timer to 7 days to allow time for your withdrawal to process. Please let us know if you receive the payment.
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3 years ago
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The money has just finally arrived in my account.
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3 years ago
Hello KleineMaus,
That's great news, I'm glad to hear that your issue got resolved.
I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Adam
