Vegadream Casino - Os ganhos do jogador foram anulados.

Hello benedettomanasseri62,

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 the casino specify which term did you breach in both cases when they voided your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Ladies and Gentlemen

sorry for only replying now.

The violation was only valid the 1st time and with my 2nd win without a bonus, the casino has not responded to this day and has not even given an answer.

I took proof photos of both wins.

Sehr geehrte Damen und Herren,

entschuldigen Sie vielmals erst jetzt zu antworten.

Der Verstoss galt nur beim 1.mal und bei meinen 2. Gewinn ohne Bonus ist das Casino bis heute nicht drauf eingegangen und hat noch nicjt einmal eine Antwort gegeben.

Ich habe von beiden Gewinn Beweis-Fotos gemacht.

Dear benedettomanasseri62,

Can you please forward all the evidences to nikolas.b@casino.guru?

Hello Nick,

i will do it, thank you very much.

Hallo Nick,

werd ich machen, vielen Dank.

Thank you benedettomanasseri62 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi benedettomanasseri62,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Vegadream Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

gladly.

2 wins, the first not recognised.

This is a violation of the Money Laundering Act.

If I'm given no other choice, I'll be forced to file a police report.

The proof photo at the payout clearly shows that no credit card is offered, although I paid in with Mastercard.

I will postpone the deadline by 1 week.

So next week Friday 09.09.2022.

If I still haven't received any money by then.

Unfortunately I have to take this step.

Many thanks to Nick and to you Peter

Best regards

Benedetto

Hi Peter,

gerne.

2 Gewinne davon der erste nicht anerkannt.

Dazu Verstoss gegen das Geldwäschegesetz.

Wenn man mir keine andere Wahl lässt, bin ich gezwungen eine Anzeige bei der Polizei zu machen.

Das Beweisfoto bei der Auszahlung, zeigt eindeutig das keine Kreditkarte angeboten werden, obwohl ich mit Mastercard eingezahlt habe.

Ich werde die Frist um 1 Woche verschieben.

Also nächste Woche Freitag den 09.09.2022.

Sollte ich bis dahin immer noch kein Geld überwiesen bekommen haben.

Muss ich leider diesen Schritt gehen.

Vielen Dank an Nick und deinerseits Peter

Beste Grüße

Benedetto

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’.

Hi benedettomanasseri62,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its 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 EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). 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 out the form or how the EADR and 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