Vegadream Casino - Выигрыш игрока был аннулирован.

I won €500 with a cashdrop, which was reduced to €150 because of the 5x cashdrops, all good, but now I've won €1000 with the €150 raw cash and am not paid out and the support is also catastrophic

Ich habe mit einem Cashdrop 500€ gewonnen der wurde mir auf 150€ gekürzt wegen den 5x von cashdrops das alles gut aber jetzt hab ich mit den 150€ raw Cash dann 1000€ gewonnen und werde nicht ausgezahlt und im Support ist auch katastrophal

Hello Paddycapo,

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 you withdraw the 150€ or you were just keep playing with them after the casino deducted the bonus amount. Was this your first ever withdrawal request?

Looking forward to your answer.

Regards,

Nick

Hello, I didn't violate the conditions, I won €500 with a cashdrop of €30, which was reduced because of the 5x in the bonus conditions, that was ok, but then I won €1,000 with the reduced €150 raw, they want them don't give me now

Hallo ich habe nicht gegen die Bedingungen verstoßen ich habe mit einem cashdrop von 30€ 500€ gewonnen die wurden mir wegen den 5x in den bonusbedingungen gekürzt das war ja ok aber dann hab ich mit den gekürzten 150€ raw dann 1000€ gewonnen die wollen die mir jetzt nicht geben

Yes, my account is verified and after the money was reduced by an email, I continued playing with it because the email said it was now available for withdrawal

Ja mein Konto ist Verifiziert und nachdem das Geld gekürzt worden ist durch eine email hab ich damit weiter gespielt weil in der email stand das es jetzt zur Auszahlung frei ist

Hello,

We are writing to you regarding your withdrawal request of €450.00. Unfortunately we had to decline the payout as the winnings were made using a bonus that has a maximum cash out limit; please read our general terms and conditions (GTC):

'2.3.1 In case of winnings generated from no deposit play/free money bonus/cash drop play, the maximum withdrawal is 5 times (x5) the bonus/cash amount. There is a wagering requirement of once (1x) the cash drop amount.'

Here is the link to the general terms and conditions and please also see the appendix, https://vegadream.com/en/simple/general-bonus-terms.

Your balance has been adjusted to €150.00 MCO and you can submit a new withdrawal request.

that was the email from vegadream

Hallo,

Wir schreiben Ihnen bezüglich Ihres Auszahlungsantrags von €450.00. Leider mussten wir die Auszahlung ablehnen, da die Gewinne mit einem Bonus erzielt wurden, für den ein maximales Auszahlungslimit gilt; bitte lesen Sie dazu unsere Allgemeinen Geschäftsbedingungen (AGB):

'2.3.1 Im Falle von Gewinnen, die aus dem Spielen ohne Einzahlung / Gratisgeldbonus / Cash Drop, beträgt die maximale Auszahlung das Fünffache (x5) des Bonus- / Barbetrags. Es besteht eine Wettanforderung von einmal (1x) von der Cash-Drop-Betrag.'

Hier ist der Link zu den Allgemeinen Geschäftsbedingungen und bitte beachten Sie auch den Anhang, https://vegadream.com/de/simple/general-bonus-terms.

Ihr Guthaben wurde auf €150.00 MCO angepasst und Sie können eine neue Auszahlungsanfrage stellen.

das war die email von vegadream

Hello,

We are writing to you regarding your withdrawal request of 1000 EUR.

Please note that it was declined.

Winnings were achieved using a bonus which has a maximum cash-out limit of five times the amount of bonus used to claim it (as per bonus Terms and Conditions).

Your balance has been adjusted to 150 EUR and you can submit a new withdrawal request using the same payment method.

Please note that further winnings from the same amount will also result in the same adjustment of balance.

meine 1000€ wurden jetzt auch wieder gekürzt also ich rate wirklich jedem ab von diesem Casino

Thank you Paddycapo for all the information. As your bonus was basically wagered and finished (as the casino turned it into the 150€ real money), we believe that the bonus terms should not apply anymore and there is no reason to cap any other winnings. 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

Ok thanks hope it helps

Ok danke hoffe es bringt etwas

Vegadream has now only paid me 150€ and the remaining 850€ are denied to me and have been cancelled

Vegadream hat mir jetzt nur 150€ ausgezahlt und die restlichen 850€ werden mir verweigert die wurden storniert

Hello Paddycapo.

I am sorry to hear about your troubles.

Could you please tell me if you ever deposited to this casino?

Yes, I've paid there very often and am paid out vip bronze even there

Ja habe sogar sehr oft dort ein und ausgezahlt bin vip Bronze sogar dort

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

Dear casino representative, could you please check Paddycapo's game log (ideally, send it to me too: matej@casino.guru) and explain why the casino cut the winnings twice?

The casino won't write anyway

Das Casino wird sowieso nicht schreiben

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.

I knew it was useless Casino doesn't care and are now allowed to continue scamming people

Ich wusste das es nix bringt Casino interessiert sich nicht dafür und dürfen jetzt weiter Leute betrügen

Hello Paddycapo.

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

I would strongly recommend you contact the licensing authority: MGA.

The casino can ignore us; however, MGA can't. And all decisions from MGA are binding for casinos.

All you need to do is fill in this form:

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

Please let me know if you submit your complaint to the regulator.

Thanks hope they can help me

Danke hoffe die können mir helfen

I have now filled out everything and filed a complaint there

Habe jetzt alles ausgefüllt und dort Beschwerde eingereicht

How does that work now, write mga to the casino or write to me first

Wie Läuft das denn jetzt schreibt mga das Casino an oder schreiben die zuerst mir

MGA should confirm your complaint and run their own investigation. (MGA will contact the casino etc.) After the investigation will be complete they should write you the email with the outcome of the investigation. Expected time is one month+-.

I will now close the complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when you receive the message with the outcome from the MGA.

Dear Paddycapo,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Casino representative,

Has the regulator contacted the casino regarding this matter?

Thanks.

Nobody contacted me unfortunately

Niemand hat sich bei mir gemeldet leider

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.

Dear Paddycapo,

Regrettably, without the casino's representative assistance, we must close this case as unresolved, with the status: no reaction.

Once again, I apologize for what occurred, and I can only hope that the casino will reopen the case in the future and provide an explanation.