Vegadream Casino - Player’s requested loss limit hasn’t been applied correctly.

Hi,

yesterday (3rd November 2021) I set up a weekly loss limit of 100€ and a monthly one of 250€. Today I played some games and didn't noticed that the weekly loss trigger is not working at all. Lost over 210€ before I realized whats happening.

Immediately sent a mail to the casino and tried twice to solve this issue via chat. The first one was not helpful at all (did not even answered my question) and the second one disappeared without even saying anything.

Trying to reach the customer support a third time later this day but maybe anyone can help me here

Dear Moritz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gaming section, and this is what I found https://vegadream.com/simple/responsible-gaming:

"KNOW YOUR LIMITS

Since at Gammix we believe that your ability to play safely is very important, in all our casinos we have in place tools that are there for you to use when you feel the need to have a break.

In the limit page of your account you may find:

Limits to place on the amount that can be deposited over a set period

Limits on the maximum loss/wager per session

Limits on the amount of time played per session

If you feel that the above limits are not enough and you need something more, you can also request your account to be Frozen for specific periods of time:

24 hours (1 day)

7 days (1 week)

1 month"

Could you please forward any supporting evidence that you set up the loss limit correctly? My email address is petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Sent you a mail with 2 screenshots, thanks for your help!

EDIT

Tried again to get in touch with the customer support but after spending 15min in a "wait for next representative" queue I gave up. Hope you are more successful than me 😕

the 5th time I finally managed to get some information:

   Me: Hi, I tried several times to get in touch with the support: I set up a loss limit yesterday (100€ per wekk, 250€per month) and today

   Selena: Hello, I am Selena. I will be helping you today

   17:22

   Me: Hi, missing part above: and today I played and lost 200€ ... the limit did not trigger!

   17:22

   Selena: Hello! How can help you today?

   17:22

   Me: Hi, I tried several times to get in touch with the support: I set up a loss limit yesterday (100€ per wekk, 250€per month) and today I played and lost 200€ ... the limit did not trigger!

   17:22

   Me: Would like to apply for a refund for the non-working limit

   17:23

   Selena: thanks for explaining, Please, allow me some minutes to review your account. I will be right back! :)

   17:24

   Me: okay :)

   17:26

   Me: any news?

   17:39

   Selena: I am still waiting for a reply from the relevant department

   17:44

   Selena: Please come back in the following days so we can update you on this

   17:44

   Selena: of in the next hour

   17:44

   Selena: We apologize for the inconvenience

   17:44

   Selena: Is there anything else I can help you with?

   17:44

   Me: can your update me via eMail

   17:44

   Me: ?

   17:44

   Selena: sure, I will email you!

   17:45

   Selena: Is there anything else I can help you with?

   17:45

   Me: no, thx for your help! :)

   17:45

   Selena: It was a pleasure assisting you! It would be lovely if you could rate your experience with us today when we close this chat! Have a lovely day and please do not hesitate to contact us back should you need any further assistance :)

   17:45

   Die Sitzung ist nun geschlossen.

   Selena hat die Sitzung verlassen chat!

hopefully it wont take long 😕

Thank you very much, Moritz, for the forwarded screenshots. Since the loss limit should be applied to each session, could you please forward your game history in Excel format?

Good morning Petronela,

sent you the history a few minutes ago. Took a while since they don't support an excel support. Haven't heard anything so far and I think they might want to ride it out. At least for me it's clear that there is something wrong with their implementation of the loss limit.

Thank you very much for your help!

Thank you very much, Moritz. Do I understand correctly that the session has been initiated at €268,68 and finished at €55,63?

As far as I can remember I logged out after setting the loss limit but I can't prove it (there is no such thing in my account settings)

Sent you another mail with some screenshots: Chat with the customer service, they told me that setting up a limit will take 24hours until it's working (although in their conditions is written that decreasing a limit - going from unlimited to 100€ per week is exactly such a case - is immediately active), she asked her colleagues and after more than 50minutes she came back telling me I have to wait until they finish their investigation. Totally frustrated 🙁

Thank you very much, Moritz, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

awesome, thx Petronela for your help. Hopefully Martin and I can work something out. Still no answer from Vegadream anyway

Hello Mortiz!

I will take care of your complaint from now on. I would like to invite representatives of Vegadream Casino into this complaint in order to help us resolve the issue.

Hi Martin,

sounds good! Tried a last time to get an answer from their official support chat but it seems that my request is still under investigation and she can't give me any ETA on this.

Stop trying to get an answer from their support now and wait what the rep is going to answer here 🙂

Thank you in advance for your help!

FYI, opened a complaint at MGA as well since Vegadream doesn't seem to care about this and the customer support doesn't take their promises (answer asap - - been over a week now) seriously.

Hopefully the rep is going to reply soon so we can close this case peacefully 🙁

Hey Martin, got any news on this case? Still waiting for an answer from their support as well 🙁

Hello Mortiz!

Do I understand correctly that your case was raised and is being investigated by MGA? Please note, that in this case we will have to close this complaint, so we won't interfere with the resolution with the licensing authority of the casino.

I just wrote a mail to MGA to get an idea what I could do if this complaint fails. They told me that I have to contact EADR as they are responsible. If you can help me I would appreciate it (it seems that the Casino Rep. is not willed to respond at all) otherwise I will open a case at EADR.

How do you rate your chance of getting an answer from the casino?

Dear Mortiz,

As the chances of Vegadream Casino responding are slim at the best, I would like to recommend you to forward your complaint to the regulator's approved ADR, which is EADR. When you'll manage to open the complaint with them, please let us know as we will have to close this complaint.

I did open a complaint at EADR, hopefully they will help to resolve this case. It might be only 110€ but its my money 😕

Thank you very much for your help

Dear Mortiz,

Thank you for providing us with these information, I wish you the best of luck in your case. As the case will now be examined by the casino's regulator, we will close it and wait for the resolution. We would greatly appreciate if you would inform us about the outcome of the process, you can do so by reaching me via email at: 'martin.d@casino.guru'.

Dear Moritz,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.c@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear Moritz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.