Vegadream Casino - Выигрыш игрока был аннулирован.

I had 350 euros in the payout and just under 190 euros left in the player account, so I also ended the bonus and then played a forbidden game after I requested the payout and thus also ended the bonus, I made several attempts to clarify this on my own but received no answer more from the casino made several offers to avoid further excitement

ich hatte 350 euro in der auszahlung und noch knapp 190 euro auf dem spielerkonto demnach auch den bonus beendet und spielte dann ein verbotenes spiel nachdem ich die auszahlung beantragte und somit auch den bonus beendete habe mehrere versuche gemacht das vernünftig allein zu klären erhalte aber keine antwort mehr vom casino habe mehrere angebote gemacht um weitere aufregung zu umgehen

Hello Escortnona,

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? Was this your first ever withdrawal request? When was the last time you spoke to the casino and what was it about?

Please note that even if your balance would be a bonus, the casino should prevent the players from playing restricted games so they shouldn't void your balance due it.

Looking forward to your answer.

Regards,

Nick

I am unfortunately not verified yet but have sent all documents

I already had 350 € in the payout where I had to confirm when applying that the bonus expired with the request for payout

The last communication where I got an answer was that I wrote to the cashier that I was no longer in the bonus and had to confirm this when paying out, which again only gave me the answer that I had played a forbidden game

ich bin leider noch nicht verifiziert habe aber alle dokumente gesendet

ich hatte bereits 350 € in der Auszahlung wo ich bei der beantragung bestätigen musste das der Bonus mit antrag auf Auszahlung verfällt

die letzte Komunikation wo ich antwort drauf erhalten hab war das ich den cashier schrieb das ich garnicht mehr im bonus bin und dies auch bestätigen musste bei der auszahlung worauf wieder nur die antwort kam das ich ein verbotenes spiel gespielt hab

Can you please forward all the evidences and conversation with the casino you have to nikolas.b@casino.guru?

email is on the way

email ist auf dem weg

Thank you Escortnona for all the information. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Escortnona.

I am sorry to hear about your troubles.

I would like to ask, do you have access to your game log? (can you download it?)

I would like to invite the casino representative into the case:

Could you please provide me with Escortnona's game log?

No, unfortunately I haven't

Nein habe ich leider nicht

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’.

I am very sorry, Escortnona. It looks like the casino is non-responsive.

The good is that the casino has an MGA license, where it is easy to complain, and players can easily get justice. 

Please visit the link below and let me know when you send a complaint:

https://www.mga.org.mt/support/online-gaming-support/

The regulator's decision is binding to the casino. Please let me know when the regulator sends you the final response. 

Gladly

Gerne

Dear Escortnona,

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

Dear Escortnona.

Could you please confirm that you submitted your complaint to the regulator?

Yes i have until now i have only gotten the email from mga asking if i can send the exact url about the casino which i want to complain about which i have done but have not received any further emails until now

Ja habe ich bis jetzt habe ich nur von mga die E-Mail bekommen ob ich die genaue url übermitteln kann über das Casino was ich mich beschweren möchte was ich getan habe aber bis jetzt noch keine weiteren E-Mails erhalten

Unfortunately, all regulators are swamped with complaints, so they reply only when it is necessary.

I strongly recommend being patient.

I am closing this complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint after the regulator sends you the final answer, and we will close the complaint accordingly.