The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Vegadream Casino - Player’s struggling to complete account verification.
Amount: €10,000
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello Casino Guru Team,
I've been playing at Vegadream for a few weeks.
I deposited a total of €3100 and achieved VIP status through a lot of gambling.
With a little cashback (net deposit rebate) mixed in with remaining normal balance, I've now made a real run from VIP status. I earned exactly 10,000 euros.
I've been waiting for the document check for days now. Request in support, no proper answer. Nothing is happening, the delaying tactics are well known to me. After some reports here I doubt that I will ever see my earned money.
Since I am well aware of the terms and conditions. The precautionary question.
A "bonus credit" a "conversion of bonus credit" was not displayed to me in a second. I didn't have to wager a bonus. I have not violated any terms and conditions.
I have the feeling that I have to walk a long rocky road to get the honestly and fairly earned money. Would you accompany me on this way?
greeting
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear VanBetze,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided and when exactly you sent them? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Been verified - I'll let you know as soon as there's something new
Automatic translation:
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2 years ago
Translation
Ticket can be closed. The first 5500 euros have been paid out.
Thanks for your support
Automatic translation:
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2 years ago
Thank you for the update, VanBetze. We usually ask players to wait until the full amount is processed. Do you wish to close this complaint anyway?
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2 years ago
Dear VanBetze,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
