{[solved] payment cancelled and amount reduced

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UPDATE!
I immediately wrote to the support on 4.11. and described everything.
I was told that a case would be opened and everything would be forwarded to the finance department for reconsideration.
I should contact them again if I do not hear anything in 3 days at the latest.
The statement: A case has been opened, I would be notified, I should wait,... I now heard every day....
Today was then the Oberhammer.....Today at noon it was said in 1 std again report. After 1 hour I should report again later. Against evening again waiting time. Hey it is "only" 120, - € because the 30, - € I have received.
But such a stalling tactic does not work. Add the copied chat history here......
Meanwhile I do not know what I can do......

08.11.2021
Me: hi, a week ago i used the bonus 500% + 90 FS. Was able to make a profit as a result. However, only € 30 were paid out. Reported this and a case has been opened. That was 3 days ago and I still have no message. how much longer will it take?
Mariana: Hello, I am Mariana. I will be helping you today13:18
Me: hi13:18
Mariana: hello13:18
Mariana: Thank you! One moment please.13:18
Me: ok13:18
Mariana: we sent you an email13:19
Mariana: We are pleased to inform you that your recent withdrawal request of €30.00 has now been approved. Depending on your payment method it should be with you within 3-7 business days.13:19
Me: that was not enough. 120 euros are missing13:20
Me: you canceled my 120 because I supposedly won from no Deposit free spins. But what is wrong13:21
Me: Won with a deposit bonus. I reported the last week. And now they wanted to check it out. If I don't get an email in 34 days, I should get back to you. the 3 days are over13:22
Mariana: I can see that it has been reviewed again13:22
Me: Yes for 3 days. When you started to check I was told if there was no email in 3 days I should contact me again13:23
Mariana: I can see that it has been adjusted from our financial department13:24
Me: what does that mean that has been adjusted? Do I still get my remaining 120 euros?13:25
Mariana: they sent you anemail13:25
Mariana: Hello, We are writing to you regarding your withdrawal request of €150 Please note that it was declined. Winnings derive from a non-deposit free-spins bonus which have a maximum withdrawal limit of €30 as per Bonus terms and Conditions. Your balance has been adjusted to the maximum withdrawable amount of €30.00 General Bonus Terms 2.2. Free Spins Without Deposit 2.2.1 For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 30 EUR (or the equivalent in any other currency). Unless otherwise stated, to withdraw winnings from free spins, you will be required to deposit a minimum of 10 EUR (or the equivalent in any other currency).13:26
Me: the profit does not come from the free spins bonus13:26
Me: i have deposited
Mariana: I will now ask our financial department13:29
Me: I reported that here last week that it came from a deposit. One wanted to pass this on and check again. but I've been waiting for the check for 3/4 days13:30
Mariana: yes I understand.13:30
Me: ok, and how long do you have to wait?
Mariana: I understand your situation and I am sorry for the inconvenience. Our department is still looking into this matter.13:32
Mariana: I have asked for an update13:32
Mariana: Please wait now 24 to 48 hrs and then come back to us in chat13:33
Me: ok, and if there is no answer then i will switch on mga

09.11.2021
Me: I'm still waiting for my payout to be corrected. Because I only received € 30. But I applied for 150, - €. You said I won the winnings with no deposit free spins. But what is wrong. I had deposited.
Mariana: Hello, I am Mariana. I will be helping you today13:38
Me: hi13:38
Mariana: Hello13:39
Mariana: I will have a look13:39
Me: ok13:39
Mariana: Thank you! One moment please.13:39
Mariana: it has been reviewed again from our relevant department13:40
Me: and what did the review give?
Mariana: I forwarded it now again to our financial department13:44
Mariana: because there is no update13:44
Mariana: please come back in chat in 1 hour ok?13:44
Me: that was already done yesterday. I've been waiting for almost a week now and every day you write the same thing here13:45
Me: in 1 hour?
Mariana: yes thank you13:51
Mariana: it should be with an update then

Me: I should get back to you in 1 hour. Because a request was made for the finance department about my payout14:44
Me: hi14:44
Me: I should get back to you in 1 hour. Because a request was made for the finance department about my payout14:51
Giselle: Could you please login in your account?:)14:52
Giselle: Hello14:52
Giselle: How can I help you?14:52
Me: im logged in14:53
Me: Me: I should get back to you in 1 hour. Because a request was made for the finance department about my payout
Me: Me: I should get back to you in 1 hour. Because a request was made for the finance department about my payout14:53
Giselle: I will check for you! Just a moment 14:53
Giselle: can you give the number of the transaction id please?14:54
Me: where do i find the?14:54
Me: I'm still waiting for my payout to be corrected. Because I only received € 30. But I applied for 150, - €. You said I won the winnings with no deposit free spins. But what is wrong. I had deposited.14:55
Me: the finance department wants to check it out. and I should contact you again in 1 hour.14:56
Giselle: I can see that your withdrawal of 150 euros was canceled14:56
Me: yes, but that was a mistake on your part.
Me: Can't you see the chat history that I've had here for the last few days?15:00
Giselle: I can see that my colleague send a note to the department15:01
Giselle: we are waiting for an answer15:01
Giselle: could you come back later please?15:01
Me: I should get in touch in an hour. I did this. and now later?15:02
Me: I'm losing my patience so slowly. for days I have been asked to later. That's not normal15:02
Giselle: I can't see a time, it depends of the requests that the department has15:02
Me: I've been waiting for more than 4 days for someone to contact me. nothing happens. just talk out
Me: then I will now contact mga. I copied the whole chat history. Because something like this has never happened to me at a casino with a mga license. That is almost a fraud
Giselle: We sent a note to the department, we are waiting for an answer. Please could you come back later when we will have an answer about your withdrawal15:08
Me: 2 hours now I have an appointment and I will be back home in 2 hours. then I have no answer. everything goes according to mga

Contact form
Me: I should get back to you now. Because finance wanted to check my payout. Because I only got € 30 instead of € 150
Fabrizia: Hello, I am Fabrizia. I will be helping you today17:59
Me: hi17:59
Me: I should get back to you now. Because finance wanted to check my payout. Because I only got € 30 instead of € 15018:02
Fabrizia: Hello18:05
Me: yes?18:05
Me: I should get back to you now. Because finance wanted to check my payout. Because I only got € 30 instead of € 15018:05
Me: look at the chatvertlauf from today noon and yesterday. Everything is described there. Today at noon I was told to report this evening. To find out whether the finance department has contacted you
Fabrizia: I need some time to check for you 18:08
Me: ok18:08
Fabrizia: I can see that an investigation had been open about your issue ! we will get back to you as soon as we have an answer from the payment team18:14
Me: I have been waiting for an answer for over 4 days. this lunchtime I was told that I would get an answer tonight18:15
Fabrizia: As my colleagues explained to you, a note had been sent to the relevant team which i will check your request and get back to you via email18:19
Me: but how long do I have to wait? That's not normal

...

This post has been translated automatically

Rookie

Aulinchen

verifiedTopic Creator

Forum posts: 97 Member since: 06.11.2017

{[solved] payment cancelled and amount reduced

4th Nov. 2021, at 01:43 pm CET#1

Nobody has liked this post so far

I have requested a payout on 31.11....... Every day I was put off with the statement overload ect...... Today came the following email:

Hello,
We are writing to you regarding your withdrawal request of €150
Please note that it was declined.
Winnings derive from a non-deposit free-spins bonus which have a maximum withdrawal limit of €30 as per Bonus terms and Conditions.
Your balance has been adjusted to the maximum withdrawable amount of €30.00
General Bonus Terms 2.2. Free Spins Without Deposit
2.2.1 For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 30 EUR (or the equivalent in any other currency). Unless otherwise stated, to withdraw winnings from free spins, you will be required to deposit a minimum of 10 EUR (or the equivalent in any other currency).
Sincerely,
Vegadream Casino

The cracker is, I used the following bonus on 30.11.:

500% bonus + 90 free spins!
Make a deposit of $10 and start playing with $60
If you claim this bonus,
Get 30 free spins for Fat Drac for the next 3 days!
Don't miss the launch to Vegas, the offer is only available today at VegaDream

For me these are not deposit free spins. Because I got the win from the 30 FS on the 2nd day....
What is the best way to proceed now? Does anyone have a Tip?

Experienced

Iknowyou

Forum posts: 387 Member since: 13.11.2019

4th Nov. 2021, at 01:57 pm CET#2

I don't know VegaDream so I have no experience there. But did you put your case to them in Live Chat or by mail? I do not think you can do anything. What do they have in their terms and conditions for Deposit freespins?

Think the 90 free spins as no deposit free spins. Since you can not do anything.
But I'm still sorry because you have paid for the freespins. I understand your point

4th Nov. 2021, at 02:02 pm CET#3

This is in the terms and conditions .... Ok, I can not pay out 150, - €. But only 100, - € ... But still more than 30, - €

2.1.1 For free spins credited with a Deposit, a maximum payout limit of 100 EUR (or the equivalent in another currency) applies.

9th Nov. 2021, at 11:02 pm CET#4

11th Nov. 2021, at 08:43 pm CET#5

After Caro has contacted here with the in connection were within a few hours 70, - € on my account what I have brought then immediately to the disbursement

Anonym

Former Member

12th Nov. 2021, at 12:48 pm CET#6

Aulinchen wrote on 11.11.2021 at 20:43 clock: After Caro has contacted here with the in connection were within a few hours 70, - € on my account what I then immediately brought to the disbursement

And what is now the hit at it? In the opening text is in English, that it is about 150 Eur. And now you are happy about 70 ???

Expert

Caro

verified

Forum posts: 1.839 Member since: 12.12.2018

12th Nov. 2021, at 12:53 pm CET#7

Liked this post: B****3

Aulinchen has received the remaining 70 € and so I can close the topic

@verox, why only 70 €? Wins from the free spins are limited to 100 €!

This topic was closed

VegaDream Casino: {[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

{[solved] payment cancelled and amount reduced

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