Vegadream Casino - Le vincite del giocatore sono state limitate dal casinò.

Hi, I won a few euros with 20 free spins and got into the free spins on Legacy of Dead by Play n Go with 10 lines and a 40 cent stake and actually got all the symbols and a corresponding number of extra free spins and then won around 850 euros and requested 700 euros for withdrawal!!! After successfully checking the KJC, I was suddenly supposed to send the details and photo of my credit card??? Why, it had already been successfully checked??? One day later I received an email saying that the bonus was limited to 30 euros, and something must be wrong? Please help me, many thanks in advance, best wishes Dierck *****

Hi habe bei 20 Freespins ein paar € gewonnen und bin bei Legacy of dead von Play n Go auf 10 Linien und 40cent Einsatz in die Freispiele gekommen und habe tatsächlich alle Symbole bekommen und entsprechend viele extra Freespins und hatte danach um die 850€ gewonnen und habe 700€ zur Auszahlung angewiesen!!! Nach schon erfolgreich geprüfter KJC sollte ich auf einmal die Daten und Foto von meiner Kreditkarte schicken??? Warum,war doch bereits erfolgreich geprüft???Ein Tag später erhielt ich per Email die Aussage das der Bonus auf 30€ limitiert wäre,und da kann ja was nicht stimmen? Bitte helft mir, vielen Dank im voraus liebe Grüße Dierck *****

Dear olafmueller3333,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegadream Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you already provided for verification of your account?
• Do I understand correctly you activated and played a no-deposit bonus, and have made previous deposits?
• Have you contacted casino support and asked for an explanation? Could you please share this communication with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas, I have uploaded the documents required for a payout and they have been successfully verified!!!Send a screenshot

Hi Thomas ich habe die zu einer Auszahlung nötigen Dokumente hochgeladen und sie wurden erfolgreich geprüft!!!Sende ein Screenshot

Yes, I won a few euros from 20 free spins for a new game and then won from that on Legacy of dead

Ja ich habe aus 20 Freespins für ein neues Spiel ein paar Euros gewonnen und daraus dann bei Legacy of dead gewonnen

Yes, the first time it was supposedly because of the verified credit card and a day later the bonus was supposedly limited to €30! Especially since I go to bed and have €700 in my player account and the next morning I look and suddenly there's only the said €30 left???

Ja beim ersten Mal war angeblich die Geprüfte Kredit Karte der Grund und ein Tag später ist der Bonus angeblich auf 30€ limitiert! Vorallem ich gehe ins Bett und habe 700€ auf meinem Spielerkonto und am nächsten Morgen gucke ich und es sind auf einmal nur noch die besagten 30€ drauf???

I checked the rules of the casino and I found this: https://vegadream.com/general-bonus-terms

2.2.         Free Spins Without Deposit

2.2.1. For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 30 EUR (or the equivalent in any other currency). Unless otherwise stated, to withdraw winnings from free spins, you will be required to deposit a minimum of 10 EUR (or the equivalent in any other currency).

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise we would consider the fact your winnings were limited to 30€ as justified.

I'll await your reply.

Okay then everything is legal, then thanks for the help

Okay dann ist wohl alles rechtens,dann danke für die Hilfe

Thanks for your reply, olafmueller3333

Due to the issue being a misunderstanding, this complaint will now be rejected. Please do not hesitate to contact us if you run into issues with any online casino in the future.