Vegadream Casino - Player's struggling to withdraw his winnings.

Hallo Leute!

Ich habe vor ca. 6 Wochen, ca. 2 Wochen nach beantragter Auszahlung, eine E-mail von Vegadream(Gammix Ltd.) erhalten, dass ich vor einem Jahr Einzahlungen getätigt haben soll die ich (laut Vegadream) abgebrochen habe und ich dennoch mit den abgebrochenden bzw. zurückgezogenden Einzahlungen gespielt haben soll. Jetzt wird mir vom Casino vorgeworfen, dass dies eventuelles betrügerischen Verhalten sein soll laut T&C. Seit sechs Wochen warte ich auf Antwort des Casinos aber es kommt nichts. Obwohl in der Mail steht dass sie sich freuen es zu klären. Ich habe sogar angeboten das fehlende Geld zu überweisen. 😀 Die 1650 Euro sind auch nicht mehr auf meinem Konto zu finden. Ich fühle mich hintergangen und möchte endlich mein Geld bekommen. Ich habe nie versucht irgendjemand zu betrügen. Online Casino? Nie wieder!!

Vieland Dank für die Hilfe! Liebe Grüße!

Dear gordi2811,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"3.17.  By depositing money you agree not to make any charge-backs, reversals or otherwise cancel any deposits into Your Player Account, and you agree to refund and compensate us for any reasonable costs incurred by us in connection with any charge-back, reversal or cancellation of any deposits."

Could you please clarify if you have actually requested a chargeback in the past?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo Kristina!

Ich habe leider keinen Nachweis darüber, dass ich eine Rückerstattung beantragt habe. Allerdings kann ich wissentlich sagen, dass ich es nicht getan habe!

Das Casino antwortet mir seit 6 Wochen nicht ich bin verzweifelt. Ich wurde, als das angeblich passiert ist, nicht darauf hingewiesen, dass ich mich falsch verhalten habe. Lediglich als ich Geld vor kurzem auszahlen wollte. Ich habe den Vegadream Account seit 2 Monaten!

Thank you very much gordi2811 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Hi gordi2811,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.

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’.

Ist das normal? Gibt es andere Möglichkeiten sich zu beschweren? Bei der MGA habe ich das schon getan!

Das kann doch nicht wahr sein.

Well, communication with this casino is difficult. I recommend you to contact EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/. Do you have any response from the MGA?

Hi gordi2811,

Has there been any news? I'm afraid the casino won't be responding here.

Nein gab es leider nicht…

Dear gordi2811,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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, as stated above, I recommend you to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know how the EADR and the MGA responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We reopened the complaint as per the player's request. We received a message from gordi2811 that his missing balance was refunded.

Dear gordi2811,

Please let us know if you were able to make a successful withdrawal.

Hi gordi2811,

Has there been any news? If I don't receive a reply from you, I will consider the complaint to be resolved since your balance was refunded.

Dear gordi2811,

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.

Since we haven't heard from gordi2811 anymore, and he confirmed that his balance was refunded, we consider the complaint to be resolved.