The player's winnings were voided for breaching bonus terms.
Vegadream Casino - The player's winnings were voided.
Amount: €280
Vegadream Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Waiting for decision of regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I just feel betrayed by vegadream.
My withdrawal of €280 was canceled on the grounds that I had committed bonus abuse.
I would have delayed game rounds until the wagering requirements were met.
But this is completely wrong and not technically possible at all because I have never paid in without a bonus.
How am I supposed to delay something like this?
When I made my last deposit, I took advantage of the 3rd deposit bonus and was able to play through it successfully.
Then to say something like that is pretty cheeky.
The fact that my e-mails are not answered is also very questionable.
I hope you can help me get my money
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2 years ago
Hello Ania86,
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 the casino specify in which exact game did you delay the rounds? Did they refund your deposited amount or all of your balance was voided?
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,
My account is verified there, this is displayed in my account.
I can't say since when.
Here is the justification of Vegadream
"
Hello Anja,
We are writing to you regarding your withdrawal request of €280.00. Unfortunately we had to decline this due to a violation of our terms and conditions.
After an internal investigation, we have determined that you have committed bonus abuse. Please note that delaying the game round until the wagering requirements are met or collecting winnings to use after a bonus has been zeroed constitutes an abuse of our casino's Terms and Conditions:
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,
"
My last deposit has been reversed but my winnings are not.
I've been waiting for a response for 4 days now.
Vg and many thanks
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2 years ago
Hello Ania86,
Is your account still active? Can you access your betting history and if yes forward it to nikolas.b@casino.guru?
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2 years ago
Translation
Hello Nick,
Requested the progress via email and also live chat..
In the inro I can't download it...
As soon as I have an answer I will let you know.
Has Vegadream already commented?
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2 years ago
Translation
Hello Nick,
Got the history via email now, forward the email to annikolas.b@casino.guru
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2 years ago
Hello Ania86,
Unfortunately the files do not contain the necessary information so we will need to try to get in touch with the casino now. I will forward your complaint to my colleague Matej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Ania86,
I am sorry to hear about your troubles.
I've checked your game log, but I didn't see anything suspicious; however, as Nick already wrote, some crucial information is missing.
I would like to invite the casino representative into the case:
Dear casino representative, please explain to us what's happened.
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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
Hello Ania86,
It looks like the casino is non-responsive. However, the casino holds an MGA license, where you can submit your complaint.
Because of the casino's terms, it is necessary to contact first Vegadream Casino complaint department at:
They have ten business days (usually 5) to close the complaint. If they fail to do so, please get in touch with MGA as written in the terms:
10. Complaints
10.1. You may contact our customer service on support@hd.vegadream.com and according to the instructions located at the Website to give us any complaints regarding our services.
10.2. Complaints are handled by the support team and escalated in the organization of GAMMIX LTD. The player shall be informed about the state of the complaint to a reasonable level. We do our outmost to close complaints received directly by the player by no later than 5 business days.
10.3. If you are not satisfied with the resolution of your complaint by GAMMIX LTD., you may report a complaint to the Malta Gaming Authority:
Malta Gaming Authority Building SCM 02-03,
Level 4, SmartCity Malta,
Ricasoli SCM1001
Telephone Number: +356 25469000
Email: info.mga@mga.org.mt
10.4. Or, electronically by accessing the following link: https://www.mga.org.mt/support/online-gaming-support/
10.5. If you are still not satisfied with the operator’s handling of your complaint, you may wish to contact EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/
To contact MGA use this form: https://www.mga.org.mt/support/online-gaming-support/
(but first, you need to complain to the casino directly as is written in terms, otherwise will be your complaint rejected automatically)
I am sorry that we cannot help you more and for all your troubles.
Please let me know when you submit your complaint to the regulator or find a satisfactory solution with the casino.
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2 years ago
Translation
Hello Matej,
I have now written to Vegadream support again.
However, without a concrete answer, I will contact the MGA.
Too bad that Vegadream is not ready for a statement, I think you can at least ask for that.
If I get an answer from the MGA, I'll get back to you.
Thanks for the hard work from Casinoguru, I hope this and the other complaints against the casino keep people from depositing at such dubious casinos.
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