The player from Bremen has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Vegadream Casino - Player’s withdrawal has been delayed.
Amount: €407
Vegadream Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.2
Vegadream Casino has a Safety Index of 7.2, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I had deposited 50 euros and claimed a 300% bonus and played my way up to 2600 euros. Then, unfortunately, almost everything was lost and in the end I wanted to have 407.50 euros paid out. Bonus conditions fulfilled according to the casino, and the money amount was in the casino as my real money balance. The next day the withdrawal was canceled and I was credited with my 50 euros. I violated the terms and conditions but how cheeky is it that they don't use the game in such a way that you don't violate it. And games that I am not allowed to play according to the bonus conditions could be played without any problems. The entire amount of money stood as my real money balance in the casino. According to the casino, I played too high a stake with the bonus, but why isn't this displayed internally or why can't you play higher than allowed? This is a trap in my opinion. Was able to play for 4-5 hours all the time and only when paying out was it said you had violated our terms and conditions. But why was the amount there as my real money balance and could the money be sent to the payout? Maybe you can help me there. 
Automatic translation:
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2 years ago
Dear krauserouven,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
No, I did not receive a payout because I allegedly violated the terms and conditions
Automatic translation:
Public
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2 years ago
Thank you for your reply, krauserouven. Do I understand correctly that the casino accused you of breaching the maximum allowed bet? I checked the Bonus T&Cs and I found this:
" 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 / 4 CAD / 4 USD / 40 NOK 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."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any relevant communication between you and the casino, please send it as well. Thank you.
