The player from Germany had a substantial win and made a withdrawal request for 700 Euros. His previously verified KYC documents were questioned, and he was asked for a photo of his credit card. The casino then stated that the bonus was limited to 30 Euros, causing confusion. We reviewed the casino's terms and conditions and found that the win limit on free spins without deposit was indeed 30 Euros. The player's complaint was based on a misunderstanding of the bonus terms, and after the player accepted our explanation, the complaint was rejected.
Vegadream Casino - Player’s winnings have been limited by the casino.
Amount: €700
Vegadream Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hi, I won a few euros with 20 free spins and got into the free spins on Legacy of Dead by Play n Go with 10 lines and a 40 cent stake and actually got all the symbols and a corresponding number of extra free spins and then won around 850 euros and requested 700 euros for withdrawal!!! After successfully checking the KJC, I was suddenly supposed to send the details and photo of my credit card??? Why, it had already been successfully checked??? One day later I received an email saying that the bonus was limited to 30 euros, and something must be wrong? Please help me, many thanks in advance, best wishes Dierck *****
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear olafmueller3333,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegadream Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please list which documents you already provided for verification of your account?
- Do I understand correctly you activated and played a no-deposit bonus, and have made previous deposits?
- Have you contacted casino support and asked for an explanation? Could you please share this communication with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
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Hi Thomas, I have uploaded the documents required for a payout and they have been successfully verified!!!Send a screenshot
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5 months ago
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Yes, I won a few euros from 20 free spins for a new game and then won from that on Legacy of dead
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5 months ago
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Yes, the first time it was supposedly because of the verified credit card and a day later the bonus was supposedly limited to €30! Especially since I go to bed and have €700 in my player account and the next morning I look and suddenly there's only the said €30 left???
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5 months ago
I checked the rules of the casino and I found this: https://vegadream.com/general-bonus-terms
2.2. Free Spins Without Deposit
2.2.1. For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 30 EUR (or the equivalent in any other currency). Unless otherwise stated, to withdraw winnings from free spins, you will be required to deposit a minimum of 10 EUR (or the equivalent in any other currency).
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise we would consider the fact your winnings were limited to 30€ as justified.
I'll await your reply.
