The player from Germany had requested multiple withdrawals from the casino (€1,200, €900, and €1,000), but faced delays and inconsistent communication regarding document requirements. There was no proper explanation for the 10-day wait period. The issue was resolved after the player confirmed that all the requested amounts had been paid out following several communications. The complaint was closed as resolved.
Vegadream Casino - Player's withdrawals have been delayed.
Amount: €1,900
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello. On 22.06.24, I requested a withdrawal of €1200. This was not processed, and the chat support told me to wait 48 hours. After that, they said it would take 10 days. Subsequently, I canceled the withdrawal. On 25.06.24, I requested a withdrawal of €900. Again, I was given vague reasons. I was never asked to provide documents or bank statements. The last time I was asked for documents was at the beginning of the year. I wasn’t given a proper explanation as to why I should wait 10 days. Today is day 6.
Can you assist me?
P.S.: Yesterday, I requested another withdrawal of €1000, but this time via credit card. Now, I was just asked to provide proof of the credit card. Yet, for the €900 bank transfer, no proof has been requested until today.
What should I do next?
Best regards,
Automatic translation:
Public
Public
2 months ago
Dear romynka,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from Vegadream Casino. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Petronela
Public
Public
2 months ago
Translation
Hello Petronella
Thank you for your quick reply. I was happy to send you a screenshot.
So far I have always been very satisfied with Vegadream. The money was in my account within 2-3 days.
And now an inexplicable verification without requesting any documents. All very strange.
Best regards
Automatic translation:
Public
Public
2 months ago
Translation
As of last night, the 1000 has already been paid out/reserved for me.
But this was the last thing I commissioned. Can anyone understand this approach?
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Hi romynka,
Thank you for your reply and for forwarding the screenshot.
Do I understand correctly that you have already received €1,000 and the remaining €900 is still pending in your account?
I look forward to hearing from you.
Public
Public
2 months ago
Translation
Meanwhile, after several back and forths, I was
the money paid out.
Thanks
Automatic translation:
Public
Public
2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, romynka, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
