Vegadream Casino - Das Guthaben des Spielers ist verschwunden.

Hello,

I deposited €100 with a 200% bonus.

I got up to €2000. When I continued playing and my balance was at €1200, still in the middle of the wagering requirements, my account in the game "Le Bandit" was suddenly reset to €0. I contacted support, and they told me I had canceled the bonus myself. They insisted on that version of events. That's complete nonsense. I never canceled the bonus myself. Why would anyone do that? No one could be that stupid. My balance was simply wiped out mid-game.

Hallo,

ich habe 100€ mit einem 200% Bonus eingezahlt.

Bin bis auf 2000€ hoch gekommen. Als ich weiter spielte und bei 1200€ stand und noch mitten im Wager war, wurde mein Konto im Spiel "Le Bandit" plötzlich auf 0€ gesetzt. Ich habe den Support kontaktiert. Dort sagte man mir ich hätte den Bonus selbst storniert. Sie blieben bei der Version. Das ist absoluter Schwachsinn. Niemals habe ich den Bonus selbst storniert. Wieso sollte man das tun, so blöd kann man ja nicht sein. Mitten im Spiel wurde einfach meine Balance gelöscht.

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Dear asgard18,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the bonus here in this thread.
• Do you see the status of the bonus somewhere in your player's account? Is the bonus marked as canceled or completed? Please post a screenshot here.
• How much of the required bonus wagering had you completed prior to this incident?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Hello,

I deposited using the 200% welcome bonus. This is the second bonus in the welcome package.

When I check the bonus history, it says that it has expired.

I dared to say about 43% at that time, but I can't say exactly anymore.

Screenshots are included.

Hallo,

ich habe mit dem 200% Willkommensbonus eingezahlt. Das ist der 2te Bonus des Willkommenspakets.

Wen ich den Bonus Verlauf nachsehe, steht dort, dass er verfallen sei.

Ich habe zu der Zeit ca 43% gewagert, das kann ich aber nicht mehr genau sagen.

Screenshots sind dabei.

Dear asgard18,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice, as it appears to be a common practice for Vegadream Casino to completely ignore our attempts to mediate any issues. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Vegadream Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Kind regards,

Kristina