Vegadream Casino - Player's winnings were capped.

Dear anellidomenico10,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with the capped winnings.

To assist you further, could you please provide more details regarding your situation? Specifically:

• Which exact bonus did you activate when you received the free spins?
• Did you make any deposits to activate this bonus?
• Were your winnings capped right after completing the bonus wagering as well?
• If possible, could you forward your game history to help us understand the situation better? My email address is petronela.k@casino.guru.

Additionally, please be aware that the casino has a No Reaction Policy on our website, which means that any lack of response from them could impact our ability to assist you.

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,

Petronela

Hello

I received the 17/09/2024 an email and a message where I got no deposit free spins. 

Here is the message:

Today’s catch: Free spins on Big Bass Vegas Double Down Deluxe!

Vegadream.com

STOP SMS? +14159664372

Play Responsibly 18+

So I didn't make any deposit that day.

So I was playing my 20 free spins and I won after those spins more or less 40 euros.

I decided to continue playing and I did a first withdrawal of 100euros.

After reflection I canceled this first withdrawal and I continued playing and so far they didn't voided my balance.

The evening I did again a withdrawal of 1000 euros. I kept some money in my balance to continue playing. And I played also and different games.

The next day the 18/09/2024 I received an email to do some verification checks which I did.

At that moment I still had my money on my balance and the bonus balance showed 0.

So I continued playing and the 18/09/2024 and the 19/09/2024 I did some more withdrawals of a total of 12.500 euros.

My withdrawals from 17, 18 and 19 septembre were all pending.

The 20/09/2024 I received a new email telling me they declined my withdrawal request because the winnings were achieved using a bonus that has a maximum cash-out limit.

So they adjusted my balance to 30 euros and I had 1000 euros in my balance and they canceled all my withdrawals.

Unfortunately i did not do a screenshot of my balance.. 

The 21/09/2024 I played again with those 30 euros to have an evidence that the bonus balance shows 0 even when you are above 30 euros.

I reached to 46,22 euros and tried again a withdrawal which didn't succeed again.

So its really not correct what they are doing.

In theres theory if I had cash-out my 30 euros and then did a deposit of 30 euros and played with my *deposit* then everything would be fine.

But there is no difference if play with those 30 euros or if withdrawal and deposit again 30 to play with my 30 euros.

It's just an excuse so they don't have to pay.

I sent you the screenshot so you have the evidence.

Best regards

Anelli D*******

Hi anellidomenico10,

• Could you please clarify whether your winnings were capped at the maximum cashout limit immediately after you completed the bonus wagering or if this happened later?
• Additionally, would you be able to request and forward your full game history to us?

Thank you.

P.S. I want to emphasize that we have received numerous complaints about Vegadream Casino. Despite the many cases submitted, the casino has chosen to implement a No Reaction Policy regarding all our attempts to negotiate any issues.