Vegadream Casino - Виграш гравця анульований.

Hello, I won 1500 euros which I wagered properly and allegedly played the max of 4 euros twice, so my winnings were canceled

Hallo ich habe 1500 Euro gewonnen die ich umgesetzt habe ordentlich habe angeblich 2x den max von 4 Euro gespielt deshalb wurde mein Gewinn storniert

Dear Repehelen,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I checked the Bonus Terms on the website, and this is what I found (https://vegadream.com/simple/general-bonus-terms):

„ 1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 4 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

Could you please forward your game history and bonus history together with any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,

Kristina

Hello, I have exceeded the max of thousands of games that I have made twice, which was set by your casino, I was able to correct that directly and always played with 2 or 1 Euro, never over it

Hallo ich habe von tausenden Spiel die ich gemacht habe 2x dem Max überschritten der war so eingestellt von ihren Casino ich habe das direkt korrigieren können und immer mit2 oder 1 Euro gespielt nie darüber

You set it that way and not me, it was not a deception on my part

Sie haben das so eingestellt und nicht ich das war keine Täuschung meinerseits

Dear Kristina.s@casino.guru

I wrote you an email

Liebe Kristina.s@casino.guru

ich habe ihnen eine Email geschrieben

Thank you very much Repehelen for your reply. I will now transfer your complaint to my colleague Nick 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.

Dear Repehelen,

I'm Nick and I'll be assisting you from now on in your case. I will now try to contact the casino and let them know about your issue.

Hello dear Kristina.s@casino.guru, thank you for your help.

I really didn't consciously play 2x more than the max bet that was set and I changed it right away.

I've never won that much before I'd like to have that.

Please, I would also forego a part, but I have properly met my sales conditions and then made this profit.

Hallo liebe Kristina.s@casino.guru ich danke dir für deine Hilfe.

Ich habe wirklich nicht bewusst 2x mehr als den max Einsatz gespielt das war so eingestellt und ich habe es direkt geändert.

Ich habe noch nie so viel gewonnen möchte das gerne haben .

Bitte ich würde auch auf einen Teil dann verzichten aber ich habe ordentlich meine Umsatzbedingugen erfüllt und dann diesen Gewinn erzielt.

Thank you so much for your help Nick.

I feel like a criminal didn't do anything.

Lieben Dank für deine Hilfe Nick.

Komme mir vor wie ein Verbrecher habe nichts getan.

This Vegadream Casino certainly also has a goodwill towards the customer.

I saw too late that it was twice too much effort and can correct it directly.

From my point of view, they should pay me half of my winnings, so 750.

Please follow up on this I feel betrayed.

Kind regards

Petra Renkes

Dieses Vegadream Casino hat sicher auch eine Kulanz des Kunden gegenüber.

Ich habe zu spät gesehen das es 2x zuviel Einsatz war und direkt korrigieren können.

Von mir aus sollen die mir die Hälfte meines Gewinn also 750 auszahlen.

Bitte gehen sie der Sache weiter nach ich fühle mich betrogen.

MfG

Petra Renkes

Unfortunately, we haven't receive any respond from the casino yet. We will be keep trying to contact them. However, if they will fail to respond within the next 7 days, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.

Yes, it's a shame that my money is gone. I thought this is going to help you.

Ja sehr schade das mein Geld wohl weg ist.Dachte hier wird einem geholfen.

Hello is the case now closed?

Hallo ist der Fall jetzt abgeschlossen?

We are currently in touch with the casino and we are still waiting for them to provide some additional information. Will be extending the timer by 7 more days to give the casino enough time to inform us about the issue.

Okay thanks Nick

Okay danke Nick

Unfortunately, the communication is really slow with the casino and it's hard to get an answer from them. However, we still believe that we could get some more informaton from them so we are not closing the case yet.

Dear Repehelen,

Unfortunately, the casino is not respond to us anymore so we will be now forced to close the complaint as unresolved, which may negatively affect the casino's rating. I'm really sorry that we could not help you out more but as the casino is non-responsive anymore, there isn't much we can do. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru