Delayed account verification and €2,000 withdrawal

I got free sprins credited to my account 8/6 and by spinning on slots i reached 31.2€. I feel satisfied so i withdraw 31.2€. Later that day i deposit 70€ of my own money and use a 25% wager bonus. After playing for a while i quit for the day. The day after (9/6) i log in and see that my withdraw has been cancelled without any warning, because the withdraw limit was 30€ and ask me to withdraw again. The problem now is that i have 121.2€ in my balance divided in 90€ bonus money and 31.2€ in real cash balance. I can't withdraw anything since my bonus funds will be cancelled, and i dont want to play more with my "real" 30€ since the max cashout is 30€, so no point in even playing since i can't withdraw anything more than that, in other words im stuck with no option other than contact support. So I write to live support (9/6) and explain my situation with the mixed balances, and they say they will forward the ticket to the correct department. I ask how long this will take, and she says up to 48h. So I wait, and wait and wait. I write an email after the 48h have passed, and still no response. I write to live chat again and say that they will forward the ticket once again. Today, (15/6) i see that my 90€ bonus funds have dissapeared and left is my 31.2€. I write to support and ask what's happening, and they send me a chapter from the TOS saying that i haven't finished the wager in 7days and now my bonus has expired. I have had no chance to finish my wager since my account has been "locked" with my mixed funds. 7 days has gone and i have heard nothing from any support department, even though i was promised in live chat that "it can take up to 48h". They literally delayed my support request for a whole week so my bonus would expire, this can surely not be allowed?

I played with bonus and made some winning. After wagering the bonus as required I had real money balance of 2334 euros. I made a withdraw request split into 2000 and 334 euros on March 29, and ever since its status has been "in progress". Multiple chat personnel have confirmed me that my KYC process is all done, and that the withdraw is under way. Today marks three weeks since making the withdraw request, and I have received zero emails or any other word from the casino regarding my withdrawal. Before starting to play with the bonus I carefully read the terms and conditions, and did not break any of them. I have also sent an email to [email protected] but haven't received any reply to it.

The casino's terms and conditions state that withdrawals shall be processed within 2 business days of the request, and now it has been 3 weeks. I urge Vegadream to process and pay out my withdraw request.

Almost 2 months ago I made a 150 euros deposit to Vegadream. I llayed few games, and I made a withdrawal 17th May (1186,40 euros).

I have sent all the KYC documents Vegadream has asked. They also sent me a message few weeks ago that all the documents are ok.

8 days ago I noticed I can't log in. It says there is a technical problem. I asked from Vegadream chat, and they said I need to send an email to the customer service. They told me that my account is closed, but they did not tell why is that. I sent a message to the customer service 8 days ago, and still haven’t received any answer and my account is still locked.

I also noticed that Vegadream has sent me 150 euros via Trustly, not 1186,40 as it should be.

How is my withdrawal taking so long and why my account is closed?

Dear Ask Gamblers,

Since I have not got any reaction about my earlier mails from Vegadream the following:

On the 12th of may I made a deposit of € 100,- with the 25% walk of dream bonus.

I played some time and got to a winning of € 500,- so made a withdrawal.

This withdrawal was cancelled from Vegadream side because I played a game (Rich Wilde and the Tombe of Madness) that was not allowed with an bonus. Fair anough, my fault.

I got the initial € 100,- deposit back on my account.

With this € 100,- I played some time and got to € 450,-, so made an new withdrawal.

This withdrawal was cancelled again from Vegadream side because they stated that the max winning for free play was € 100,- and the surplus was voided.

Since the € 100,- I played with was an initial deposit of €100,- (12-05-2022) and no free spins or bonus where used I, now have the sum of € 350,- missing in my account.

I kindly ask you to look in this mather and get Vegadream to look at my request to get the money (€ 350,-) that was voided back to my account.

To bad Vegasdream can't react to my mails because overall it is a very good casino !

On 31/10/2021 I won 1800 and then I requested to withdraw the amount, It's been 5 days now but this win is still pending until today's date. I sent more than one email and spoke to the live chat, but there is no response . I feel like I'm in a deserted place .. please AG help me to get money back. thank you so much