The player from Germany can't retrieve access to her account. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
Vegadream Casino - Player lost access to her account.
Black points: 68
Amount: €400
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
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1 year ago
Translation
Hello,
I probably logged in with the wrong password, but I don't think so.
Recovering a new password is unsuccessful because I haven't received an email.
The support doesn't answer. I have messaged him 4 times already.
Live chat always gives the same wrong instructions.
What can I do?
Best regards
Automatic translation:
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1 year ago
Dear schmokkoT58,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
Please allow me to ask you a few questions so I better understand the situation.
Do I understand correctly you have currently a balance of 400€ on your casino account? Could you please explain, how long have you been a player in the casino? Could you please explain what advice specifically you are getting from the casino live chat?
Thank you very much in advance.
Best regards,
Tomas
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1 year ago
Translation
Hello,
I'm sure I've been registered there as a player since 2021. Had a break from playing though.
after playing there for 3 days i made a profit. Current balance about 400 euros.
the live chat always gives the same replies, I may go to login and then forget password, then I could automatically assign a new PW.
That doesn't work because I haven't received an email to reset the PW. I contacted support and never got an answer. The live chat said I had to set up a new email address with .com??? Can't because my account is blocked.
I contacted the live chat about 19 times, always with the same answers.
I also receive promotion mails from Vegadream to my mail, so why should the support not receive my messages?
Best regards
Automatic translation:
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1 year ago
Translation
In addition: I probably played again after my break from playing around February 20, 2023, for 3 days. Then I couldn't log in anymore. The support received 4 messages: on 23.2., on 24.2. , 25.2. and 4.3.
Automatic translation:
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1 year ago
Dear schmokkoT58,
I tried to create an account at the casino and reset my password. I have received an email like this in order to reset my password:
Did you check the spam folder of your inbox for messages from the casino? Did the casino confirm to you they haven't blocked your account? Would you be able to forward any relevant communication between you and the casino to my email tomas@casino.guru? Alternatively, post it here.
I'll await your reply.
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1 year ago
Translation
Hi,
No, I do not receive such a message to reset the password.
no, there are no replies to my emails - not even in spam.
my account is blocked.
Automatic translation:
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1 year ago
schmokkoT58,
Were you informed why your account was blocked? Which games did you play in the casino? (slots, live games, multiplayer) Did you accumulate your current balance with a bonus? Please let me know.
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1 year ago
Translation
cih was informed when logging in that I logged in incorrectly 3 times and my account is blocked.
I played slot machines. My current balance does not result from a bonus as I do not use bonuses.
Automatic translation:
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1 year ago
Thank you very much, schmokkoT58, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi schmokkoT58,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Vegadream Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked and why the player is not able to reset her password?
Thank you.
Best regards,
Tomas
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1 year ago
Translation
The casino wrote to me today that I have a balance that I can also withdraw. The 1st contact since I can no longer log in.
Automatic translation:
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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.
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1 year ago
Dear schmokkoT58,
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 (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
