Complaint #21 Vegadream Casino

Delayed payment and locked account, no explanation

By jouni20562

3 years ago

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?

Disputed Casino Vegadream Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Vegadream Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Vegadream Casino

• Representative

3 years ago

Dear Askgambler Team,

I've now been in contact with our Financial department and have got this answer from them:

The Player has been connected to a group of players that had intention to claim bonuses in same time and play in same way to create an outcome in the favor of the players

This part of Term & Conditions 1.18 was breached :

Evidence that an offer is being claimed or benefits the same person or group of persons, acting in an attempt to defraud us

With this said the player here in the complaint has been a part of that group and for you to know is that he was closed due to evidence found that made the group became closed.

If there are any other concerns or questions feel free to get back to us.

Best Regards,
Vegadream Casino.

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional information from the Vegadream Casino team due to the fact that we considered the details and/or facts they've presented so far as not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

jouni20562

3 years ago

Could you share your information also with me (player), thank you.

Vegadream Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $1,617

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Vegadream Casino Complaints

See all complaints for this casino

Withdrawals not processed after more than 3 weeks

My withdrawal from over 3 weeks ago has still not been processed.

The amount is a total of 8k euros.

I contacted customer service multiple times, but they just delayed it and came up with multiple reasons, mainly due to diligence research, etc.

KYC was successfully completed weeks ago, so that can't be the reason.

I think there is no reason to delay my payment, since I followed all the rules.

I expect them to handle my withdrawal professionally and quickly.

Resolved

€8,000

Casino refusing to give my money

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?

Resolved

€120

Withdrawal request made three weeks ago and still not processed

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.

Resolved

Casino is not verifying since last Monday

Hi, I send them last Monday all Documents: Selfie, Biometric Scan , ID Card and Proof of Address. Since that I didn't hear from them.

The Support Chat, after 30-45minutes of waiting, always answers "Normally in 48h/72h" ...."The financial team ...".

I never ever had this issues before in other Casinos. I think they're playing on time so I cannot make a withdraw.

Got still 150€ on the clock

Resolved

€150

Delayed account verification and €2,000 withdrawal

Hello, I have a pending withdrawal of 2000€. I have already uploaded my documents for verification twice. Once on 14.05. and on 17.05.

I haven't received any response or email yet. The chat cannot help me and wants me to upload my documents again without any reason.

I need help here because the support doesn't answer and can't help.

Resolved

€2,000

Waiting too long for my withdrawal

Hey, I made account in vegadream casino on 10/5/2022 and deposited 100€ and used welcome bonus. Wagered it and then proceed to withdraw 300,11€ on 10/5/2022. 12/5/2022 they ask for documents and I sent them and finally 20/5/2022 I get email that my account is verified (before that I asked chat many times what takes so long). Well now I get email "Please be informed that your withdrawal is still under control by our security department for further checking which may take up to weeks." so still not getting my money and I need to wait weeks more? This can't be fair?

Resolved

€300

No reaction about voiding money

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 !

Resolved

€350

Withdrawal pending for 4 days

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

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