Vegadream Casino - 選手の退会が遅れました。

Good day,

I've been waiting for my payment at Vegadream since October 31, 2022. I am fully verified and have written to the chat MULTIPLE TIMES.

There I only get the standard answer that the case is forwarded to the responsible department.

Please help me

Guten Tag,

ich warte bereits eit dem 31.10.2022 auf meine Auszhalung bei Vegadream. Ich bin vollständig verifziert und habe MEHRFACH den Chat angeschrieben.

Dort erhalte ich nur die Standart-Antwort, dass man den FAll an die zuständige Abteilung weiterleitet.

Bitte helfen Sie mir

Dear Ivpluer,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.

Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Petronela

Thank you.

I sent the email

Ich danke Ihnen.

Die Mail habe ich verschickt

Thank you very much, Ivpluer, 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 in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Ivpluer,

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 provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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 Ivpluer,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas

We’ve reopened this complaint at the request of Ivpluer. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear all,

We would like to inform you that the player has confirmed receipt of the payment.

Here's a direct quote:

"Das Casino hat ohne Angaben von Gründen ausgezhalt mit 4 Wochen Verspätung"

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas