The player's winnings were voided due breaching bonus terms.
I won €500 with a cashdrop, which was reduced to €150 because of the 5x cashdrops, all good, but now I've won €1000 with the €150 raw cash and am not paid out and the support is also catastrophic
Hello Paddycapo,
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? Did you withdraw the 150€ or you were just keep playing with them after the casino deducted the bonus amount. Was this your first ever withdrawal request?
Looking forward to your answer.
Regards,
Nick
Hello, I didn't violate the conditions, I won €500 with a cashdrop of €30, which was reduced because of the 5x in the bonus conditions, that was ok, but then I won €1,000 with the reduced €150 raw, they want them don't give me now
Yes, my account is verified and after the money was reduced by an email, I continued playing with it because the email said it was now available for withdrawal
Hello,
We are writing to you regarding your withdrawal request of €450.00. Unfortunately we had to decline the payout as the winnings were made using a bonus that has a maximum cash out limit; please read our general terms and conditions (GTC):
'2.3.1 In case of winnings generated from no deposit play/free money bonus/cash drop play, the maximum withdrawal is 5 times (x5) the bonus/cash amount. There is a wagering requirement of once (1x) the cash drop amount.'
Here is the link to the general terms and conditions and please also see the appendix, https://vegadream.com/en/simple/general-bonus-terms.
Your balance has been adjusted to €150.00 MCO and you can submit a new withdrawal request.
that was the email from vegadream
Hello,
We are writing to you regarding your withdrawal request of 1000 EUR.
Please note that it was declined.
Winnings were achieved using a bonus which has a maximum cash-out limit of five times the amount of bonus used to claim it (as per bonus Terms and Conditions).
Your balance has been adjusted to 150 EUR and you can submit a new withdrawal request using the same payment method.
Please note that further winnings from the same amount will also result in the same adjustment of balance.
meine 1000€ wurden jetzt auch wieder gekürzt also ich rate wirklich jedem ab von diesem Casino
Thank you Paddycapo for all the information. As your bonus was basically wagered and finished (as the casino turned it into the 150€ real money), we believe that the bonus terms should not apply anymore and there is no reason to cap any other winnings. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Vegadream has now only paid me 150€ and the remaining 850€ are denied to me and have been cancelled
Hello Paddycapo.
I am sorry to hear about your troubles.
Could you please tell me if you ever deposited to this casino?
Yes, I've paid there very often and am paid out vip bronze even there
I would like to invite the casino representative into the case.
Dear casino representative, could you please check Paddycapo's game log (ideally, send it to me too: matej@casino.guru) and explain why the casino cut the winnings twice?
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.
I knew it was useless Casino doesn't care and are now allowed to continue scamming people
Hello Paddycapo.
I am very sorry. It looks like the casino is non-responsive.
I would strongly recommend you contact the licensing authority: MGA.
The casino can ignore us; however, MGA can't. And all decisions from MGA are binding for casinos.
All you need to do is fill in this form:
https://www.mga.org.mt/support/online-gaming-support/
Please let me know if you submit your complaint to the regulator.
How does that work now, write mga to the casino or write to me first
MGA should confirm your complaint and run their own investigation. (MGA will contact the casino etc.) After the investigation will be complete they should write you the email with the outcome of the investigation. Expected time is one month+-.
I will now close the complaint as unresolved with the status: waiting for the regulator's decision.
Please reopen the complaint when you receive the message with the outcome from the MGA.