Vegadream Casino - Player's account was blocked.

Hallo,

ich habe gestern 1000€ gewonnen und eine Auszahlung veranlasst. Dann wurde das Konto gesperrt. Ich bin verifiziert bei dem Konto. Ich habe erst letzte Woche 1100€ gewonnen. Die wurden mir auch ausgezahlt. Jetzt schreiben die mir mein Konto ist gesperrt und kann nicht mehr aktiviert werden. Ich will wenigstens meine 1000€ Gewinn bekommen.

Danke für Ihre Hilfe.

Dear BamBam36,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions so I better understand the situation. Could you please advise if the casino informed you about any reason why your account was blocked? Have you accumulated your winnings using a bonus? Which games have you played? (slots, live games, multiplayer)

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Hallo, ich habe nur eine Email bekommen das das Konto gesperrt ist und nicht wieder geöffnet wird. Ich habe keinen Bonus beansprucht. Ich habe Slots gespielt. Dort habe ich gestern 1000€ gewonnen. Und dann die Auszahlung von 1000€ beantragt. Kurz danach wurde mein Konto gesperrt. Einen Tag vorher habe ich noch 1100€ ausbezahlt bekommen. Also mein Konto ist verifiziert.

Thank you very much, BamBam36, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. 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.

Dear BamBam36,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Vegadream Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Vegadream Casino,

Could you please state why the player's account got blocked and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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 EADR Ltd – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Malta 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/support/online-gaming-support/). 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan