The player from North Rhine-Westphalia has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
Vegadream Casino - Withdrawal of player's winnings has been delayed.
Amount: €750
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won twice on 11/9/22.
1x €250
1X 500€,
I am now being put off every day that it still takes time to pay out.
I have also sent all the documents for verification.
The worst thing is that I don't get any response from Vegadream.
I'm afraid that I won't get the money anymore despite proof of profit.
I've thought about involving the police as the next step.
Anyone can give me some advice please.
What else can I do????
Many thanks, LG Anja
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2 years ago
Dear anjmy1969,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
According to Vegadream, you transferred the money to MiFinity E Wallet on 9/12/22.
But I do not have an account with this COMPANY!
I informed Vegadream and asked them to transfer the winnings to my bank account.
The account is the same one I use when I make the deposits at Vegadream. I also submitted the bank statements to Commerzbank because Vegadream wanted to check that I did not receive a transfer from Vegadream.
I think it's a mess that Vegadream is putting me off like this.
When I think how fast other casinos transfer.
Within 2 days I received my winnings there.
What do you think about the company?
From what I read here, Vegadream is a dubious company that has many complaints about winnings payouts.
I really hope that I will still receive my winnings.
Thank you for your support! Anya M***
Edited by a Casino Guru admin
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2 years ago
Translation
Dear Kristina, first of all, thank you very much for supporting me.
I was so happy to win.
Especially in this day and age, one is very happy when one wins.
THE MOST RELEVANT IS THAT THE MONEY WAS TRANSFERRED TO MIFINITY DUE TO AN INCORRECT BOOKING.
I ASKED WHETHER YOU REFUND THE MONEY.
MIFINITY WILL NOT COMMENT ON THIS.
But if there's no other way, I'll probably have to set up an account there.
Vegadream no longer answers my emails.
Today I received an email from MiFinity.
But I've never had an account there.
I asked you to refund the money.
You don't comment on that at all.
I am sending you the content of the email from MiFinity. That explains everything.
Stella (MiFinity)
23 Sept 2022, 09:14 BST
Dear Anja M***,
Thank you for contacting us.
Please note that in order for us to help you with your money, you must first verify this account.
We can only help you if you have verified this account. We also do not issue refunds.
Please provide you with the required documents described above through the appropriate channels.
Please note that documents by email will not be accepted.
Please upload all relevant documents under your account in the appropriate channel, Upload documents section for address and identity verification or Bank accounts section for bank account verification
Edited by a Casino Guru admin
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2 years ago
Thank you very much for your reply, anjmy1969. Have you made any successful withdrawals before? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (if there is any)? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
I've uploaded my bank statement again.
They say you can't read my bank statement.Error Allegedly.
But that can't be because I checked it.
Wwiter I am in touch with the Police Fraud Unit.
If you don't withdraw my winnings now, you will carry on.
Unfortunately, I also had to read that quite a few of you also have the same problems with MiFinity.
It's a mess what the company is doing.
And I think that Vegadream cashed in with them.
OR WHAT DO YOU MEAN???
MY EMAIL TO MiFinity....my last try....then I'll hand it over to the police.
Hello Jennifer....
I left a review on the internet about your company silosovie.
The Police Fraud Unit has asked me to give you one more chance to make things right.
I have uploaded my new account statement to your app.
So you can see that my winnings are legitimate.
In addition, I will also send you the account statements again here in this e-mail.
If you still refuse to pay my winnings, I'll hand it over to the police again.
She will then make an ad to your company.
If you have to read on the Internet how many people are harmed by you in the same way, then one can only say...
It has to stop these scams from you.....
Don't be ashamed, but I think people like you have no conscience!!!
Kind regards
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2 years ago
Thank you very much anjmy1969 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
Thank you Kristina for your support.
After I successfully uploaded the new account statement yesterday, I have today
MiFinity disabled the account.
I have now written to both companies again.
I am currently waiting for an answer.
If there is no reply and the account is not activated, I am now handing it over to the police.
There's no other way.
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2 years ago
Hello anjmy1969
I'm Michal and I have taken over your complaint. It's weird that the casino has sent funds via a payment method that you don't have an account with prior to discussion and acceptance from your side.
I will contact the casino to see if I can help.
We would like to invite Vegadream Casino to join the conversation.
Dear Vegadream Casino,
Can you please provide some information on why were the funds not sent via the same payment method to the same account where the funds originated from? Have you discussed the payout with the player and did the player accepted to be paid to a Mifinity account?
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2 years ago
Dear anjmy1969
please forward all your communication with Vegadream Casino and Mifinity to my email at michal.k@casino.guru. In the previous response from my colleague Kristina, the "mail to" hyperlink was not correct and your emails end up in my other colleague's inbox. So please make sure you sent the emails to michal.k@casino.guru
Thank you very much and sorry for the inconvenience
Best regards
Michal
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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
Dear anjmy1969
I have sent you numerous emails, but none of them was replied to.
From our last email communication, we were close to resolving your complaint as the last issues were with your Mifinity account verification, so once this was sorted, were you able to transfer your funds from Mifinity account to your normal bank account?
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2 years ago
Translation
Good evening Michael,
I have replied to your inquiry to your email address.
Unfortunately I don't know why you didn't receive it.
But the most important thing is that MiFinity finally unlocked my account and I was able to transfer my money from the profit to my account.
I would never have made it so quickly without your very good support.
I can only advise anyone of the problems with MiFinity or other companies to offer help.
Finally, I would like to say a big thank you to Michael, thank you very much for the great support.
I wish you all the best and all the best for your future.
Mfg Anya
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2 years ago
Great news, anjmy1969. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
