The player's winnings were voided for playing restricted games. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Vegadream Casino - The player's winnings were voided.
Black points: 53
Amount: €800
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
2 years ago
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2 years ago
Translation
I have claimed the welcome bonuses and met the wagering requirements.
My withdrawal request and winnings were canceled because I was playing slots that are not allowed to be played with an active bonus. However, the slots were not locked, but playable.
Reputable casinos block the games that are not allowed to be played. Therefore, in my opinion, Vegadream Casino is a dubious casino whose goal is to minimize the distribution of winnings to players through unfair conditions!
Automatic translation:
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2 years ago
Hello DJMA1517,
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 if your account is already verified and is yes, since when exactly? Which bonus did you exactly use? Which restricted game did you play while the bonus was active? 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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2 years ago
Translation
Hello Nick,
Thank you for your response.
My account at Vegadream has not yet been verified. I asked for account verification shortly after my withdrawal request to speed up the process. I was told that I would be contacted by email to request documents. But this did not happen. Instead, I received an email that the payout and the €800 were cancelled. Only my original deposit amount of €50 was credited to my account.
The "banned" game was Bonanza Megaways by Big Time Gaming.
The last communication with Vegadreams was on 08/27/2022.
Here is the email from Vegadream:
Withdrawal < reply@hd.vegadream.com > wrote on 08/27/2022 11:42 CEST:
Hello,
We are writing to you regarding your withdrawal request of €800.00
Unfortunately we had to decline your withdrawal as you breached our terms and conditions by playing restricted games while wagering the bonus.
Therefore, your withdrawal request was rejected and the winnings made were voided. However, your original deposit has been credited to your balance. You are welcome to submit a new withdrawal request.
If you have any additional questions, concerns or comments, please do not hesitate to contact our customer service team.
Kind regards,
Payments cashier.
And here is my reply to that email:
Hello,
I have never experienced such unfair conditions in any online casino.
It is perfectly ok to restrict games during an active bonus. But then I expect you to ban those games so you can't play them. This is how reputable casinos do it.
Do you think I print out the banned games list and always read it before I start a game?
For such conditions, you deserve a very negative review.
greeting
Marcus S*******
I look forward to hearing from you.
Greetings from Cologne
Marcus
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you DJMA1517 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
Thanks for your feedback.
FYI, my username at Vegadream is: DJMAA77
Thank you for your support and greetings from Cologne
Marcus
Automatic translation:
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2 years ago
Hi Marcus,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
many thanks in advance for your help.
Many greetings
Marcus
Automatic translation:
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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’.
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2 years ago
Hi Marcus,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
