The player's account got blocked without any explanation. The casino did not respond to our attempts to contact them regarding this case. Consequently, the complaint was closed as 'unresolved'.
Vegadream Casino - The player's account got blocked.
Black points: 659
Amount: €10,000
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I won €10,000 on Vegadream last week. While trying to verify my account to make the withdrawal, my account suddenly got permanently blocked. Unfortunately, I can't get any information from customer support as to why my account was blocked. Since the login on the website is not done with an email address, but only with a username and password, I no longer know which email address is linked to the account. According to the support I get no further information as long as I can't send an email from the linked email address. I have also offered several times to submit my ID card or other documentation to confirm my identity. Unfortunately, this is not addressed.
The blocking is not my problem either, the blocking is welcome to remain. I am concerned that the payment of my credit should be made. The win was made with no bonus or similar.
Automatic translation:
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1 year ago
Hello Jankins127,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegadream Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you register into the casino and since when are you blocked? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
the win was made with real money and no bonus. It's been a few weeks since registering at the casino. The account has been blocked since today. The last time I was in contact with the casino's live chat (several times) today, unfortunately without success so far.
Greeting,
Jankins127
Automatic translation:
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1 year ago
Hello Jankins127,
Did you contact the casino from your correct e-mail address since? What did they respond?
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1 year ago
Translation
Hello. No, because I don't remember them anymore. But I've told them that 100 times.
Automatic translation:
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1 year ago
Hello Jankins127,
I believe the casino should be able to identify your old account with some personal information provided to them. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello Jankins127,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Vegadream Casino to join the conversation and participate in the resolution of this complaint.
Dear Vegadream Casino,
Can you please clarify why the player's account has been blocked? What information is required from the player in order to confirm their identity?
Kind regards,
Adam
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1 year ago
Hello Jankins127,
There has been no further response from the casino, I will contact them once more. Please let me know if there are any developments in the meantime.
We would like to ask Vegadream Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear Jankins127,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
