The player's deposit did not arrive in his casino account. The casino has not responded to the complaint and was closed as "unresolved".
Vegadream Casino - The player's deposit did not arrive.
Black points: 42
Amount: €300
Vegadream Casino
Safety Index:Above averageSafety Index
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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
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
On October 25th, 2022 at 5.41 a.m. CET I transferred 300 euros including the offered 100 & bonus from my bank account to my player account using the payment service provider VOLT offered by the casino.
The money was also deducted directly from my bank account.
However, it has not been credited to my player account at Vegadream until now - November 2nd, 2022 - although the deposit is noted as successful in my history of the casino.
I wrote to Vegadream's support and also sent a receipt of the debit by email.
I also received at least one email confirmation from Vegadream on October 28th, 2022 at 5:28 p.m. that it is being checked.
However, since then no further information and the money has not been credited.
Thanks for the help/clarification on this "annoying loss" of my deposit.
Automatic translation:
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2 years ago
Dear Tamino1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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2 years ago
Dear Tamino1,
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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2 years ago
Translation
Hello,
the money was debited from my bank account and deposited on the Vegadream site via their payment provider VONT.
Upon request, Vegadream received the account statement by email from me, where you can see that the money was debited and the money has still not been credited to my account at Vegadream. I received several messages in the chat that I don't have to worry about problems with the provider but nothing happens. Still no money and such mails as in the attachment dated November 8th, 2022.
thanks for your help 
Automatic translation:
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2 years ago
Thank you Tamino1 for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Dear Tamino1,
I am so sorry to hear your deposit hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Vegadream Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Vegadream Casino,
Could you please state why the player's deposit has not been credited to his cashier and when he can expect it to be credited?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 years 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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2 years ago
Dear Tamino1,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Kind regards,
Stefan & Casino.Guru
