The player's unable to withdraw as a bonus were added to his account unknowingly. The complaint was rejected as the player stopped responding.
Vegadream Casino - The player's withdrawal is canceled.
Amount: €3,761
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
3 years ago
Translation
Dear casino guru team,
I played in the mentioned casino and finally earned the sum of € 3,761 with my € 600 deposit. I mainly played the Bonus Buy which was between € 100 and € 300. During the game I apparently achieved bronze and silver status and as I was told afterwards, a cash drop of € 100 and € 30 was credited to my account. I have not received any information about these amounts and only became aware of the problem through a forum post.
According to chat, I probably did not receive the information because I did not check the box for information via email and SMS. Since I played the games pretty quickly, I never noticed the cash drop received while playing.
The € 30 was in my player account after a payout. At that point I thought I had forgotten to debit the amount. Accordingly, I canceled my payout for € 3,365, made a bonus buy twice and finally € 3,761 was paid out.
Through the conversation in the chat, I noticed that I got the cash drop of € 100 during the first few games.
In total, I deposited € 4,600 before the 600 € without being able to make a withdrawal.
Now the amount of € 3,761 will probably not be paid out to me and I ask for your support, as the cash drop was not displayed to me and I had no chance to object.
I would like to enclose my chat history in English and all transactions (deposit, withdrawal, betting) with you, but unfortunately there are probably too many pages. I will be happy to provide this by email.
According to the chat I got the 100 € cashdrop on October 28th. at 13:54 and a € 30 cash drop on October 29th. credited at 12:02 pm.
Thanks very much.
Automatic translation:
Public
Public
3 years ago
Hello G,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vegadream Casino. Also please allow me to ask you a few more question before we would try to contact the casino.
I'm not 100% sure I got you so please clarify a few things - are you now unable to withdraw your balance as the bonus was added to it? Does this bonus have any wagering or cashout limit? Is your balance currently real or bonus money?
Also please send us any evidence or communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer
Regards,
Public
Public
3 years ago
Translation
Hello Nick,
My payout is still being processed and is pending, but the maximum profit from the cash drop can be a maximum of 5 times the cash drop and the bonus provisions apply. The bonus provisions also only allow maximum bets of € 4 and my stake was normally € 100 - 300 due to the bonus buy alone.
My balance was showing as real money and no bonus is showing anywhere.
I will now send the documents out by email.
Many greetings
G
Automatic translation:
Public
Public
2 years ago
Translation
Hello Nick,
According to an email, I will be credited the full amount. Unfortunately I am still waiting for the verification.
Many greetings
G
Automatic translation:
Public
Public
2 years ago
Dear G,
When did the casino confirm that you will be fully paid out? Is the verification moving forward? Did you send them all the documents they requested?
Public
Public
2 years ago
Translation
Hello Nick,
the payment of the total amount is due to me on November 3rd. has been assured.
When I asked when the money will be paid out, further documents will be available on November 4th. has been requested. The actual documents had been in place since October 30th. confirmed.
Since November 4th but unfortunately nothing more happens 😕
Many greetings
Automatic translation:
Public
Public
2 years ago
Hello G,
Based on the dates, I think the casino is still within the time frame of the withdrawal as if it was processed on 4th, then only a week has passed. I would definitely recommend to wait at least until the end of the next week. Please let us know if the money would arrive until then or if the money wouldn't arrive until then.
Regards,
Nick
