Vegadream Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello Casino Guru Team,

I've been playing at Vegadream for a few weeks.

I deposited a total of €3100 and achieved VIP status through a lot of gambling.

With a little cashback (net deposit rebate) mixed in with remaining normal balance, I've now made a real run from VIP status. I earned exactly 10,000 euros.

I've been waiting for the document check for days now. Request in support, no proper answer. Nothing is happening, the delaying tactics are well known to me. After some reports here I doubt that I will ever see my earned money.

Since I am well aware of the terms and conditions. The precautionary question.

A "bonus credit" a "conversion of bonus credit" was not displayed to me in a second. I didn't have to wager a bonus. I have not violated any terms and conditions.

I have the feeling that I have to walk a long rocky road to get the honestly and fairly earned money. Would you accompany me on this way?

greeting

Hallo Casino Guru Team,

Seit einigen Wochen spiele ich bei Vegadream.

Insgesamt habe ich 3100 € eingezahlt und den VIP Status durch viel Zocken erreicht. 

Mit ein wenig Cashback (Nettoeinzahlung Rückvergütung), dass sich mit restlichen normalen Guthaben vermischt hat, vom VIP Status habe ich nun einen regelrechten Lauf hingelegt. Ich habe exakt 10.000 Euro erspielt.

Seit Tagen warte ich nun auf den Dokumentencheck. Nachfrage im Support, keine ordentliche Antwort. Es tut sich nichts, die Hinhaltetaktik ist mir bestens bekannt. Nach einigen Berichten hier bezweifel ich jedoch, dass ich jemals mein erspieltes Geld sehen werde.

Da mir die AGBs durchaus bekannt sind. Schonmal die vorbeugende Frage.

Ein "Bonusguthaben" eine "Umsetzung von Bonusguthaben" wurde mir in keiner Sekunde angezeigt. Ich musste keinen Bonus umsetzen. Ich habe gegen keine AGBs verstoßen.

Ich habe das Gefühl ich muss einen langen steinigen Weg zurücklegen, um das ehrlich & fair erspielte Geld zu bekommen. Würdet ihr mich auf diesem Weg begleiten?

Gruß

Dear VanBetze,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly you sent them? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Been verified - I'll let you know as soon as there's something new

Verifiziert worden - sobald es was neues gibt sage ich Bescheid

Ticket can be closed. The first 5500 euros have been paid out.

Thanks for your support

Ticket kann geschlossen werden. Die ersten 5500 Euro sind ausgezahlt worden.

Vielen Dank für den Support

Thank you for the update, VanBetze. We usually ask players to wait until the full amount is processed. Do you wish to close this complaint anyway?

Dear VanBetze,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello VanBetze,

As we have checked your account, all your pending withdrawal have been processed from our side and there is no any pending withdrawal now.

Best Regards,

Vegadream Casino.

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.