Vegadream Casino - Gewinne aus Bonusspielen wurden storniert.

Hello Casino Guru Team,

I activated the 3rd welcome bonus and from the start I didn't see my wager, so how much of it I have already wagered.

At some point I wrote to Live Support to find out how far I was. One of them couldn't say anything about it, but two others told me very clearly that the venture was over and that I could have the amount paid out (I'll attach screenshots to you).

Today I got the message that my payout has been canceled because I have violated the bonus conditions, which say that you are supposedly not allowed to make a "bonus hunt" because that somehow gives a positive result, which makes absolutely no sense, the bonuses are not better if I open the 30 minutes later or what if I have to go out briefly while playing?

They collected the € 1100 and credited the € 200 that I paid back to me.

Can you counter it?

I have screenshots of their support that clearly says I can pay out. Why didn't he see that we violated the "rules"?

thanks in advance

Kind regards

Raphael Sprenger

Guten Tag Casino Guru Team,

ich habe den 3. Willkommensbonus aktiviert und habe von Anfang an mein Wager nicht gesehen also wie viel ich davon schon gewagert habe.

Irgendwann habe ich den Live Support angeschrieben um zu erfahren wie weit ich bin. Der eine konnte nichts dazu sagen aber 2 andere haben mir ganz klar gesagt dass das Wagern vorbei ist und ich mir den Betrag auszahlen lassen kann ( ich hänge Ihnen Screenshots an).

Heute kam die Nachricht, dass meine Auszahlung abgebrochen worden ist weil ich gegen die bonusbedingungen verstoßen habe, die besagt dass man angeblich kein „bonushunt" machen darf weil das irgendwie ein positives Ergebnis ergibt , was absolut keinen Sinn ergibt die Bonusse sind ja nicht besser wenn ich die 30 min später aufmachne oder was ist wenn ich während des Spielens kurz weg muss?

Die haben die 1100€ einkassiert und mir die 200€ die ich eingezahlt habe wieder gutgeschrieben.

Kann man dagegen angehen?

Ich habe ja Screenshots von den ihren Support der ganz klar sagt ich kann das auszahlen. Wieso hat er denn nicht gesehen dass wir gegen die „regeln" verstoßen haben?

Danke im Voraus

Mit freundlichen Grüßen

Raphael Sprenger

Dear Raphael,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I found terms the casino is referring to (https://vegadream.com/simple/general-bonus-terms):

„1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in game strategies that we discern to be (i) promotional abuse; and/or (ii) irregular casino playing; we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts. 

2.6.10 Should any user use a bonus with sole purpose of creating a positive expected value on bonus return by using practices as Bonus hunt and collecting bonus games to play them in specific time aimed at securing a cash out of said bonus, then Vegadream Casino will enforce condition number 1.23."

Do I understand correctly that you haven’t been provided with more specific information than this?

I would like to emphasize, that according to our Fair Gambling Codex, https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns, we consider cases in which casinos use the 'irregular casino playing' rule to confiscate player's winnings to be unfair.

Hopefully, I will be able to help you with this case as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

That is absolutely correct. I only got the email with what you put in here.

Das ist vollkommen richtig. Ich habe nur die email bekommen mit das , was sie hier auch eingefügt haben.

Thank you very much Raphael for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Raphael,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Vegadream 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Raphael,

I got in touch with a casino rep by Skype. They gave me a statement that you broke their rules but never provided any evidence and stopped responding. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter