Vegadream Casino - Player's winnings were confiscated.

Hallo zusammen das casino beschuldigt mich das ich während eines aktiven bonuses ein falsches Spiel gespielt habe. Xmas sweet bonanza. Dies stimmt aber nicht ich habe sogar in meiner history Fotos gemacht die das widerlegen!!!! Leider geht dort keiner drauf ein in keiner Hinsicht und meine Auszahlung wurde storniert . Was aber total Unrecht ist die Diskussionen ziehen sich jetzt schon 1 Monat und es geht keiner drauf ein oder die wollen sich irgendwie rausreden . Ich weiß nicht mehr weiter bitte helft mir denn es ist eine menge geld

Hello Bretter666,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have not played any restricted games while having an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, 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

Beweis Bilder sind geschickt

Thank you very much Bretter666 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 Bretter666,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.

Okay. Meine Gespräche mit ihnen waren ohne Ziel. Die ersten 2 Wochen habe ich immer die selbe Standart Antwort bekommen und danach was anderes aber auf meinen Bildern sieht man die uhrzeit der ersten Auszahlung. Eine halbe Stunde danach habe ich erst das xmas Spiel gespielt. Dort war der bonus aber schon beendet.

Hello Bretter666,

We apologies for the delay in reply. As we have checked your account, you have already got an email with explanation regarding this matter. You have played Sweet Bonanza Xmas game with an active bonus which is forbidden to play.

Please note that, with an active bonus the following games are strictly forbidden to play.

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.

We request you to read our bonus terms carefully or you can check with us via live chat if you need any clarity to avoid the situation like this in the future.

Best Regards,

Vegadream Casino.

Liebes vegadream.com Team.

Meine Fotos belegen aber das ich die erste Auszahlung getätigt habe , somit war der bonus beendet . Und eine halbe Stunde später habe ich gespielt was ich wollte das ist doch nicht verboten . Das habe ich euch auch schon 30 mal so erklärt und mehrmals zugeschickt . Aber eine andere Antwort als diese bekomme ich nicht leider . Diese ist aber unrecht

Hello Bretter666,

Thanks for your reply. As we have checked that you had claimed wager free bonus that's why the bonus terms applies until you withdrawal all your winnings at once. Please read our following bonus terms for more clarity.

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.

We request you to read our bonus terms carefully to avoid the situation like this in the future.

Best Regards,

Vegadream Casino.

Und das heißt für mich weiterhin keinerlei gewinn

Was sagt casino guru dazu bitte ?????

Hi all,

We will discuss the complaint internally tomorrow and I will get back to you.

Dear Vegadream Casino team,

Could you please send the complete bonus conditions to my email address (peter.m@casino.guru)?

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?

Und das meine ich durch meine Auszahlung wurde der bonus beendet und somit war nichts mehr aktiv!!!!

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.

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.

Das ist einfach leider ein richtiger Reinfall. Ihr habt so viel Geld. Und dann sowas . Ich habe selber schon ordentlich eingezahlt . Bei einem Bekannten habt ihr genau das selbe versucht nur bei ihm habt ihr euren fehler eingesehen , die frage ist wieso das nicht einfach bei mir passiert . Und mir mein Gewinn der mir auch zu steht nicht ausgezahlt wird.

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.

Der Bonus war aber zum Zeitpunkt der ersten Auszahlung Beendet . Mir wurde rein garnichts mehr angezeigt . Somit habt ihr euch ja grade selber erklärt das ihr Schwachsinn erzählt

Hi all,

Thank you for your replies.

Dear Vegadream Casino team,

Did the player receive any winnings from the bonus? Or were all his winnings confiscated?

Alle Gewinne sind weg . Direkt

Hello Peter,

We have credited initial deposit back to the player's account according to the bonus term and all the winnings had been confiscated.

Best Regards,

Vegadream Casino.

Dear Vegadream Casino team,

Why exactly were all the winnings confiscated? Since the player made the winnings without breaking the rules and requested a withdrawal, he should get paid. If the rules were broken after the withdrawal was made, there's no reason to confiscate all the winnings, especially if the bonus terms are this messy.

Hello Peter,

The player broken the bonus terms by placing bets on restricted games (Sweet Bonanza Xmas) during bonus rollover and also player broken the bonus term before making a withdrawal as well that's why we have confiscated the winnings. Let me explain you in brief.

The player claimed 100% wager free bonus with 25euro deposit on 15.04.2022 16:02 & the bonus was during the period 15.04.2022 16:02 & finished on 15.04.2022 22:15.

The player played "Temple tumble" on15.04.22 at 22.08 until 15.04.22 - 22.12 and the bet amount was 5€ when the bonus was active (Screenshot attached).

Please let us know if you need more details.

Best Regards,

Vegadream Casino.

Dear Vegadream Casino team,

Thank you for the email. I have one more question. When/what time exactly did the player make the withdrawal request?

Hello Peter,

The withdrawal were made on 17.04.2022 03:14 & 17.04.2022 06:10.

Best Regards,

Vegadream Casino.

Thank you Vegadream Casino team for your reply and supporting evidence.

Dear Bretter666,

Even though we aren't very fond of this type of bonus, 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