Vegadream Casino - Las ganancias del jugador fueron anuladas.

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

Hallo, ich fühle mich von vegadream einfach nur betrogen.

Meine Auszahlung von 280€ würde gecancelt mit der Begründung ich hätte Bonus-Missbrauch begangen.

Ich hätte Spielrunden hinausgezögert bis die Umsatz Bedingungen erfüllt sind.

Dies ist aber komplett falsch und auch gar nicht technisch möglich da ich nie ohne einen Bonus einbezahlt habe.

Wie soll ich so etwas hinauszögern?

Bei meiner letzten Einzahlung habe ich den 3. Einzahlungsbonus in Anspruch genommen und konnte diesen Erfolgreich durchspielen.

Dann sowas zu behaupten ist schön frech.

Auch das auf meine E-Mails nicht geantwortet wird ist sehr fragwürdig.

Ich hoffe ihr könnt mir helfen an mein Geld zu kommen

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

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

Hallo Nick,

Mein Konto ist dort verifiziert, dies wird mir im Account angezeigt.

Seid wann kann ich nicht mehr sagen.

Anbei die Begründung von Vegadream

"

Hallo Anja,

Wir schreiben Ihnen bezüglich Ihrer Auszahlungsanfrage von €280.00. Leider mussten wir dies aufgrund eines Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen ablehnen.

Nach einer internen Untersuchung haben wir festgestellt, dass Sie einen Bonusmissbrauch begangen haben. Bitte beachten Sie, dass das Hinauszögern der Spielrunde, bis die Umsatzbedingungen erfüllt sind, oder das Sammeln von Gewinnen, um diese zu verwenden, nachdem ein Bonus auf Null gesetzt wurde, einen Missbrauch der Allgemeinen Geschäftsbedingungen unseres Casinos darstellt:

Daher wurde Ihr Auszahlungsantrag abgelehnt und die erzielten Gewinne wurden storniert. Allerdings wurde Ihre ursprüngliche Einzahlung Ihrem Guthaben gutgeschrieben. Sie können gerne einen neuen Auszahlungsantrag stellen.

Wenn Sie weitere Fragen, Bedenken oder Kommentare haben, zögern Sie bitte nicht, sich an unser Kundendienstteam zu wenden.

Mit freundlichen Grüßen,

"

Meine letzte Einzahlung ist zurück gebucht worden, meine gewinne jedoch nicht.

Seid mittlerweile 4 Tagen warte ich vergebens auf eine Reaktion.

Vg und besten Dank

Hello Ania86,

Is your account still active? Can you access your betting history and if yes forward it to nikolas.b@casino.guru?

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?

vs

Hallo Nick,

Habe den Verlauf per Email und auch Live Chat angefordert..

Im Inro kann ich diesen nicht herunterladen...

Sobald ich eine Antwort habe gebe ich bescheid.

Hat Vegadream sich schon geäußert?

Vg

Hello Nick,

Got the history via email now, forward the email to annikolas.b@casino.guru

vs

Hallo Nick,

Habe nun den Verlauf per E-Mail bekommen, leite die E-Mail weiter annikolas.b@casino.guru

Vg

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

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.

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.

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:

support@hd.vegadream.com

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.

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.

vs

Hallo Matej,

Habe nun nochmals den Support von Vegadream angeschrieben.

Ohne konkrete Antwort jedoch, werde mich an die MGA wenden.

Schade das Vegadream nicht für eine Stellungnahme bereit ist, das denk ich kann man zumindest Verlangen.

Wenn ich Antwort bekomme von der MGA bekomme melde ich mich.

Danke für die Mühe von Casinoguru, ich hoffe diese und auch die anderen Beschwerden gegen das Casino hält die Leute auf bei solch unseriöse n Casino einzuzahlen.

Vg

Hello Ania86,

Thanks for the confirmation. I am now closing the complaint as unresolved with a status: waiting for the regulator's decision.

Please reopen the complaint when you get the final answer from the regulator, and we will close the complaint accordingly.