Hello. Last night I made 150e deposit with 100% bonus. In the middle of rollover I mistakely played danger high voltage game two, three rounds and didn't win anything. I immediately recalled that it's forbidden game and quit. I won afterall 1011e after bonus was completed. Now they denied my withdrawal and winnings have been voided. Is this fair? Should there be some common sense with bonusrules?

Dear lutizky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was the only restricted game you played?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is [email protected]. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, Danger high voltage was one and only game that was forbidden and only couple rounds and I quit immediately that It might be denied bonus list game. I sent you now emails. Vegadream casino has not answered to me anything yet. I hope I can solve this problem with them on good will

I got my deposit 150e back but it's bit too much to take 861e away just cause I made little mistake that didn't effect anything

Thank you very much lutizky for your reply. I will now transfer your complaint to my colleague Andrej ([email protected]) 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.

Hello lutizky,

We do understand your situation but as soon as you break the terms, all the winnings gets forfeited and initial deposit gets refunded.

We kindly ask you to read our bonus terms carefully to avoid the situation like this in the future.

https://www.vegadream.com/simple/general-bonus-terms

Best Regards,

Vegadream Casino.

Dear lutizky,

From now on, I’ll be taking care of your complaint. I’m very sorry to hear what happened. I’ll try my best to resolve this situation.

Dear Vegadream Casino team,

Firstly, we would like to thank you for your input.

Now, we understand that your approach in this situation isn’t anything out of the ordinary in the industry, however, please note that in Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment would be that restrictions are implemented on the casino’s side so there's no chance for players to break them by accident. In this case, this means that despite the fact that lutizky breached the Bonus T&C by playing a restricted game, we believe he’s still entitled to the winnings as this situation could have been avoided by a simple action on the casino’s end.

Taking into consideration that the breach was clearly not intentional and the fact that unless any important fact hasn’t been mentioned in this thread, lutizky did not gain any advantage by playing a restricted slot game, we would like to kindly ask Vegadream Casino to reconsider their decision in this case.

More on our position on situations like this can be found in our Fair gambling codex.

Should there be a need to share further information and/or relevant evidence, it can be forwarded via e-mail to [email protected].

I’m setting the timer for 7 days.

Hello Andrej,

Thank you for your explanation here but it's very important to respect the bonus terms when the bonus is active in the player's account and we are not sure whether players placing the bets intentionally or not that's why We are just applying our bonus terms and which is very important to follow all the players.

We do not have a function to block the games at the moment that's why we always take the permission before signing in to make sure that all our players are aware of our terms then only they are allowed to play.

We kindly ask lutizky to read our bonus terms carefully to avoid the situation like this in the future.

Best Regards,

Vegadream Casino.

Hey vegadream don't lie. You definitely can see my gaming history and see that there is one forbidden game played and only few rounds without winning. Everyone knows that I didn't play on purpose and why even I would do that knowing I will lose my money? You hide behind bonusrules. If vegadream want to be a respectful casino you really need to change your way towards the players.

-Lutizky

Thank you, Vegadream Casino, for your reply. We absolutely agree that it’s important to always follow the set rules, however, we also believe that each case, especially ones like this one should be assessed individually.

With that being said, kindly note that in case the casino’s position on this case is final, this complaint will be closed as ‘Unresolved - Against fair gambling’, which will negatively affect the casino rating.

I’m extending the timer by 7 days.

I personally ask Vegadream to handle this matter and show the spirit of a good casino. Vegadream seemed like a very good casino, excluding this bonus problem. It would be a shame to stop playing with Vegadream.

T.lutizky

Vegadream pyyd?n viel? henkil?kohtaisesti k?sittelem??n t?m?n asian ja osoittamaan hyv?n casinon henke?. Vegadream vaikutti ihan hyv?lt? casinolta t?m? bonusongelma poislukien. Olisi harmillista lopettaa pelaaminen Vegadreamill?.

T.lutizky

Dear lutizky,

Unfortunately, the casino stopped responding.

We would like to ask Vegadream 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 this complaint as ‘unresolved’.

Dear lutizky,

Unfortunately, it seems that the casino team is not willing to reconsider their decision in your case.

As explained earlier in this thread, we will now close this complaint as ‘Unresolved – Against fair gambling’.

I am very sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.