Vegadream Casino - Player's winnings were confiscated.

Hello, I went to wegadrem casino for € 25 and picked up a 100% bonus. I played and won the 120 I wanted to predict. After a day I asked how long the transfer would take. I was then told that everything was wrong with your account verification. Then I said my account verification was full, and I was already once wiping out the money I had won. Then after a while I received an email notifying me that my money was withdrawn because I broke the rules while playing forbidden games with a bonus, I was getting 100% no wagering bonus. But playing bonus games doesn’t go away because they don’t start. Maybe you can help someone. Because this is not the first time I have withdrawn money for the first time that I have been playing for more than 1 hour. Thank you in advance.

Hello Darius,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise which bonus you activated? Please, post here a link, if possible.

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Darius,

As we have checked your account that your have broken bonus terms with an active bonus that's why your winnings were forfeited and you got your initial deposit money back to you casino account.

Please read our bonus terms carefully to avoid the situation like this in the future.

2.7.1. When playing with a wager free bonus offered by the casino, through a promotion/campaign or as a goodwill gesture from any member of the team, you are allowed a one-time withdrawal request (which will void the current bonus).In the case where funds remain in the balance, it will be considered as a win generated by your bonus and the bonus terms & conditions continue to apply.

2.6.5. With an active bonus the following games are strictly forbidden to play, Table Games, Video Poker, Jackpot Games, Live Casino and the following slot games: 1429 Uncharted Seas, Big Bad Wolf, Blood Suckers, Bonanza, Castle Builder, Castle Builder 2, Da Vinci's Treasure, Dead or Alive, Dead or Alive 2, Eggomatic, Hellboy, Hot Spin, Immortal Romance, Jackhammer 2, Jammin Jars, Jingle Spin, Jungle Spirit, Koi Princess, Lost Relics, Lucky Angler, Madame Destiny, Moon Princess, Peking Luck, Reactoonz, Rich Wilde and the Tome of Madness, Rise of Olympus, Robin Hood - Shifting Riches, Scrooge, Secret of the Stones, Secrets of Atlantis, Sinbad, Sushi Bar, Sweet Bonanza, Sweet Bonanza Xmas, The Dog House, Turn Your Fortune, Twin Spin, Victorious, Vikings, Who Wants To Be A Millionaire, Wild Swarm, SugarPop, Danger High Voltage, Ozzy Osbourne, Razor Shark, Wild Frames, Aztec Bonanza, Lil Devil, The Dog House Megaways, Who wants to be a millionaire mystery box, Dark Joker Rizes, Reactoonz 2, Le Kaffee Bar, Beautiful Bones, Cherrypop, Deadwood, Jokerizer, San Quentin Xways, Caribbean Anne, Golden Beauty, Bronco spirit, Dragon Kingdom Eyes of Fire, 5 Families, Book of 99, Jammin Jars 2, Tombstone RIP, Mystery Joker 6000, Moon Princess 100. In case that this is breached the bonus and any potential winnings derived from the bonus will be forfeited.

Best Regards,

Vegadream Casino.

Dear Darius,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hello, I have no idea how a person can memorize so many games. In all the Casinos as far as I know, those forbidden games just don't start. They are probably left to manipulate. I was not given any removal. thank you very much.

Thank you very much Darius for your reply. Yes, we agree that the list of restricted games is quite extensive. 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.

Thank you for your help.

Hi Darius,

I'm taking over your complaint, we'll be discussing this complaint (and a similar one too) internally tomorrow, and I will get back to you with a reply.

Ok, thank you.

Dear Vegadream Casino,

I would like to ask some additional questions regarding the bonus because after reading the terms, we are not sure how exactly it works:

1. How exactly is the bonus activated? Do the players activate it themselves?

2. Are the specific terms for the bonus available to the player at the time of activating the bonus?

3. Could you please forward the specific terms (screenshot, email) of the bonus to my email address (peter.m@casino.guru)?

4. regarding this part: " you are allowed a one-time withdrawal request (which will void the current bonus). In the case where funds remain in the balance, it will be considered as a win generated by your bonus and the bonus terms & conditions continue to apply." What happens to the bonus after the one-time withdrawal is made? Is there a max-cashout applied? If so, how would it be possible for funds "to remain in the balance"? When will the bonus funds be cleared if not after the withdrawal?

5. Did the player play the restricted game before or after he made the withdrawal (if he did make a withdrawal)?

Hello, thanks for starting me. I don’t have a screenshot of that particular bonus case. But you have to choose the bonus for them yourself. This can be done in the cashier-deposit box. They do not have a Max withdrawal free wagering. This can only be done once. And because of those games being banned, I don’t know if I played or not. They also didn’t tell me exactly what or how many games I played. If you have any further questions, I will be happy to answer.

We would like to ask Vegadream 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Peter,

We apologies for the delay in reply. I have sent you the details on email to you as requested.

2.7.1. When playing with a wager free bonus offered by the casino, through a promotion/campaign or as a goodwill gesture from any member of the team, you are allowed a one-time withdrawal request (which will void the current bonus).In the case where funds remain in the balance, it will be considered as a win generated by your bonus and the bonus terms & conditions continue to apply.

Regarding above bonus terms, After applying for a one-time withdrawal, the relevant team will verify the winnings and bonus rule will be cancelled but if player make a partial withdrawal and play with remaining money then player has to respect the bonus terms until apply for a withdrawal of all the money.

Please let us know if you need any more clarity on this.

Best Regards,

Vegadream Casino.

Hello, they are still claiming to be able to request a single withdrawal. This is what I wrote once and which I did not make clear. According to their rules, I did not break their casino rules.

Dear Vegadream Casino team,

Thank you for the email but you didn't really answer my questions. Firstly, I would like to see the specific terms for the bonus in the exact form you offer them to the players. Secondly, how does a player know how much money they can withdraw? How much is the max cashout? And most importantly, if only a one-time withdrawal is allowed, how can a player make a partial withdrawal and play with the remaining money (with active bonus terms) and apply for a withdrawal of all the money? That makes absolutely no sense to me and can imagine that the players get pretty confused too.

Hello Peter,

Please see the answer below as requested.

1) Firstly, I would like to see the specific terms for the bonus in the exact form you offer them to the players.

The player had claimed the wager free bonus. When player generate any winnings from the wager free bonus then player is allowed to make one time withdrawal according to the bonus term 2.7.1. But If the player wish to do a partial withdrawal then it's fine but player has to make sure to follow the bonus terms until player withdraw all the winnings.

2) Secondly, how does a player know how much money they can withdraw? How much is the max cashout? 

Player can withdrawal all the winnings except bonus money when player claim a wager free bonus with deposit. Player can check with our live chat support if they have any issue regarding the bonuses or maximum withdrawal.

3) And most importantly, if only a one-time withdrawal is allowed, how can a player make a partial withdrawal and play with the remaining money (with active bonus terms) and apply for a withdrawal of all the money?

According to the bonus terms 2.7.1, the player has to make a one time withdraw but if the player wish to make a partial withdraw then it's upon player but player has to follow the bonus terms with the reaming winnings as well. The finance department takes up to 48 hours to review the winnings once player make a withdrawal request and if player break any bonus terms then all the winnings gets forfeited and player get initial deposit back to the casino's account.

Best Regards,

Vegadream Casino.

Dear Vegadream Casino,

Since the Bonus T&Cs are terribly confusing and messy, I will discuss the complaint internally and get back to you. Has Darius made a partial withdrawal?

Hello Peter,

As i have double checked the game play activity that player had claimed wager free bonus on 13.05.2022 12:05 and finished on 14.05.2022 08:31.

The player played forbidden game on 13.05.2022 13:13:42 when the bonus was active that's why the player's winnings have been voided as per the bonus terms (Screenshot attached below).

Best Regards,

Vegadream Casino.

Hello, I see that this case will not reach its climax anyway, as the casino is creating rules that are favorable to it and, in the case of players, they are somewhat unfavorable. And here, already, certain authorities have to intervene to check the rules so that they comply with all the rules, both in terms of customers and legal. I want to thank you for sacrificing for me for quite some time. Thank you

Hi all,

Thank you for your replies. Do I understand correctly that Darius played the restricted games before he made the withdrawal?

Hello, I want to contact the developers of the casino rules. As far as I know this is just one casino Wegadream has such a 'great' gaming system to be able to manipulate players' money in a situation like this. None of the players out there will start whispering around the list of banned games. Thank you

Hello Peter,

Yes, Darius played forbidden games when the bonus was active that's why we have applied the following bonus term (Screenshot attached).

Best Regards,

Vegadream Casino.

Hi all,

Thank you for your replies.

Dear Darius,

We discussed the issue internally and I'm afraid I can't help you. Even though we don't like this type of bonuses, especially the fact that the bonus terms aren't completely transparent and clear and the restricted games aren't automatically enforced by the system, since the bonus is wager-free and therefore it can be quite profitable, there aren't many tools to limit the winnings and for the casino to protect itself against bonus abusers (not you). If you made a withdrawal prior to playing the restricted game, we would try to persuade the casino to at least pay you that part of the winnings, however, this is not the case. Unfortunately, we have to reject your complaint. I suggest you 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/ for a second opinion but I'm not sure if they will be able to help you either. I wish I could be of more help.

Best regards,

Peter

All rights, thank you.