Vegadream Casino - O jogador está descontente com as taxas de depósito.

A few days ago I reported a problem with the pledoo casino. Now I have the same problem with vegadream casino. I verifiably made a deposit of 25 euros on 01/30/2023. Immediately after the deposit, I was debited from my account by Gammix limited transfer fees of 12.59 euros without my consent. As a consequence, I had my account deleted and today I submitted the activation request to the casino and asked for proof of my transactions. This was rejected. I ask for clarification.

Thanks

Bereits vor ein paar Tagen habe ich über ein Problem mit dem pledoo casino berichtet. Jetzt habe ich das gleiche Problem mit dem vegadream Casino. Ich habe nachweislich am 30.01.2023 eine Einzahlung in Höhe von 25 Euro getätigt. Unmittelbar nach der Einzahlung wurde von meinem Konto von Gammix limited Überweisungsspesen ohne meine Einwilligung in Höhe von 12,59 Euro abgebucht. Als Konsequenz habe ich mein Konto löschen lassen und heute die Anfrage auf Aktivierung beim Casino gestelltund um Nachweis meiner Transaktionen gebeten. Dies wurde abgelehnt. Ich bitte um Klärung.

Danke

Dear charlie6311,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by banks.

Unfortunately, it seems that this problem is payment provider related and the casino won't be able to resolve the issue. Was it your first deposit in this casino using Pay via Bank payment method?

If there's any relevant communication you can forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, thank you for the quick reply and of course I got in touch with my bank. Unfortunately, this could not prevent the debiting of the transfer fees, as I allegedly released this with the release of the payment. A payment of transfer fees was definitely not specified. In this casino it was the only transfer with pay via bank. However, I also had the problem at Pleedoo Casino and was able to reach an agreement there. An answer from Vegadream Casino is still pending. I hope this helped you and thank you for the support

Hallo, ich bedanke mich für die schnelle Antwort und habe mich natürlich mit meiner Bank in Verbindung gesetzt. Leider konnte diese die Abbuchung der Überweisungsspesen nicht verhindern, da ich dies angeblich mit der Freigabe der Zahlung auch freigegeben habe. Eine Zahlung von Überweisungsspesen war definitiv nicht angegeben. In diesem Casino war es die einzige Überweisung mit pay via Bank. Allerdings hatte ich das Problem auch im Pleedoo Casino und konnte dort eine Einigung erzielen. Eine Antwort vom Vegadream Casino steht nachwievor aus. Ich hoffe, Ihnen geholfen zu kommen und bedanke mich für die Unterstützung

Of course, I remember your other complaint related to a different casino, but the same issue. Let's wait till Monday if the casino replies to you, if not we will try to contact them.

I have already written to the vegadream casino again, but so far have not received any further reply than the one attached. Thanks for the help. I'll report back on Monday.

LG from Oberau in the wildschönau in Tyrol

Ich habe das vegadream Casino bereits erneut angeschrieben, aber bisher keine weitere Antwort, als im Anhang beigefügt, erhalten. Danke für die Hilfe. Ich melde mich am Montag wieder.

LG aus Oberau in der wildschönau in Tirol

I can see that your request has been acknowledged and it may take up to 30 days for the casino to reply. I will set the timer for additional 7 days and check back with you in a week. Thank you in advance for your patience.

Thanks. Unfortunately, the casino has still not reported. I ask for further help.

Danke. Das Casino hat sich leider immer noch nicht gemeldet. Ich bitte um weitere Hilfe.

Thank you very much, charlie6311, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Vegadream Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello charlie6311,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Vegadream Casino to join the conversation and participate in the resolution of this complaint.

Dear Vegadream Casino,

Can you please update us on the status of the player's request?

Thank you.

Kind regards,

Tomas

Hello Thomas and thank you. Despite several requests, Vegadream has still not responded. Of course I will inform you immediately if there is any news.

LG from Tyrol

Hallo Thomas und Dankeschön. Vegadream hat sich trotzt mehrerer Nachfragen noch immer nicht gemeldet. Ich informiere dich natürlich sofort, wenn es Neuigkeiten gibt.

LG aus Tirol

Hello Thomas

After I asked the casino again yesterday to release my account under threat of legal action, I was sent an email today with a standard text. This is in contradiction to the last mail. In this I was informed that the account can only be released in 30 days.

I have just replied to this email and again threatened legal action and consequences. What option do I have to appeal to a higher authority within the casino?

Thanks

Hallo Thomas

Nachdem ich das Casino gestern nochmals unter Androhung rechtlicher Schritte zur Freigabe meines Kontos aufgefordert habe, wurde mir heute eine E-Mail mit einem Standarttext zugeschickt. Diese steht ja im Widerspruch zur letzten Mail. In dieser wurde mir ja mitgeteilt, dass das Konto erst in 30 Tagen freigegeben kann.

Ich habe auf diese E-Mail gerade geantwortet und erneut mit rechtlichen Schritten und Konsequenzen gedroht. Welche Möglichkeit habe ich, mich an eine höhere Instanz innerhalb des Casino's zu wenden?

Danke

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 charlie6311,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas