The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, his winnings were confiscated. The complaint was closed as unresolved as the casino did not respond to us anymore.
Vegadream Casino - Player’s winnings have been voided.
Black points: 73
Amount: €1,500
Vegadream Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
Hello, I won 1500 euros which I wagered properly and allegedly played the max of 4 euros twice, so my winnings were canceled
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3 years ago
Dear Repehelen,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I checked the Bonus Terms on the website, and this is what I found (https://vegadream.com/simple/general-bonus-terms):
„ 1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.
Could you please forward your game history and bonus history together with any relevant communication between you and the casino to kristina.s@casino.guru?
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello, I have exceeded the max of thousands of games that I have made twice, which was set by your casino, I was able to correct that directly and always played with 2 or 1 Euro, never over it
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3 years ago
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You set it that way and not me, it was not a deception on my part
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3 years ago
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Dear Kristina.s@casino.guru
I wrote you an email
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3 years ago
Thank you very much Repehelen for your reply. I will now transfer your complaint to my colleague Nick 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.
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3 years ago
Dear Repehelen,
I'm Nick and I'll be assisting you from now on in your case. I will now try to contact the casino and let them know about your issue.
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3 years ago
Translation
Hello dear Kristina.s@casino.guru, thank you for your help.
I really didn't consciously play 2x more than the max bet that was set and I changed it right away.
I've never won that much before I'd like to have that.
Please, I would also forego a part, but I have properly met my sales conditions and then made this profit.
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3 years ago
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Thank you so much for your help Nick.
I feel like a criminal didn't do anything.
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3 years ago
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This Vegadream Casino certainly also has a goodwill towards the customer.
I saw too late that it was twice too much effort and can correct it directly.
From my point of view, they should pay me half of my winnings, so 750.
Please follow up on this I feel betrayed.
Kind regards
Petra Renkes
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3 years ago
Unfortunately, we haven't receive any respond from the casino yet. We will be keep trying to contact them. However, if they will fail to respond within the next 7 days, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.
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3 years ago
Translation
Yes, it's a shame that my money is gone. I thought this is going to help you.
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3 years ago
We are currently in touch with the casino and we are still waiting for them to provide some additional information. Will be extending the timer by 7 more days to give the casino enough time to inform us about the issue.
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3 years ago
Unfortunately, the communication is really slow with the casino and it's hard to get an answer from them. However, we still believe that we could get some more informaton from them so we are not closing the case yet.
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3 years ago
Dear Repehelen,
Unfortunately, the casino is not respond to us anymore so we will be now forced to close the complaint as unresolved, which may negatively affect the casino's rating. I'm really sorry that we could not help you out more but as the casino is non-responsive anymore, there isn't much we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.
Best regards,
Nick
Casino.guru
