The player from Germany, whose account was closed due to compulsive gambling behavior, is struggling to withdraw a remaining balance of 8,000 €. Despite making two withdrawal requests and seeking information about the status of his account, he has not received a reply from the casino. We rejected the complaint because the player didn't respond to our messages and questions.
Vegadream Casino - Player unable to retrieve winnings from closed account.
Amount: €8,000
Vegadream Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
My player account was closed about 6 weeks ago due to gambling addiction. Which is OK too. I won €14,000 and quickly went down to €8,000. A few days later I asked for payment twice. It said they would be forwarded. To my message 2 weeks ago asking for information about the status of my player account. Unfortunately I didn't receive any answers either. Because there is a balance of €8000 on my closed player account. I would like to know whether my credit will be paid out to me or whether there are deadlines that the casino has to adhere to? Do I need legal advice to clarify the matter? - Hopefully not! I would be very happy about a bit of helpful information. thx Rene B******
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Darktroja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please your account was successfully verified in the past? Have you accumulated your winnings with or without an active bonus?
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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Dear Darktroja,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
