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VegaDream Casino: [solved] Vegadream cancels payout - Am I wrong?

Topic created on 08th Jun. 2022 | Page: 1 of 3 | Answers: 24 | Views: 5,188
Thenoobytuby
Rookie

[solved] Vegadream cancels payout - Am I wrong?

8th Jun. 2022, at 05:34 pm CEST#1
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Hello dear community,

my name is Julijan and this is my first post in this forum. I have been a silent reader for a long time. Didn't think I would ever get into this situation of not receiving a payout where I supposedly violated bonus terms. Now I want to tell you the factual situation and at the same time ask for your opinion if my logic is completely off.
It is about the casino: Vegadream. After I had also researched here in the forum, I believe that my case has not yet occurred. The following scenario happened to me:

On 6.06 I deposited in said casino 20 euros + Welcome bonus . Now I finally had after a long time again the luck on my side and could call after successful Wagern (convert) 495 euros my own

Now I want to add something to it. I knew about the lack of measures to prevent a player from playing a game that is on the banned list. After scrupulously examining the terms and conditions, I placed the terms and conditions on my second screen. Before each game I checked the list of banned games. This I did with the tool from Goolge Chrome: "Search". Shortly to the explanation of the tool. It matches the input with all the text on the page and if there is a hit, it shows just that. Back to the topic:

So I applied for a payout (265 EURO). Today I received the pleasant news that my balance was cancelled because I had violated bonus conditions. First they said the stake exceeded the limit (4 EURO). After talking to support I was told the "real" reason. I had played the game "Da vinci's treasure". So I went to my history, but did not find said game. Then the scales fell from my eyes: I played the game "John Hunter and the secrets of da vinci's treasure"
Now I am of the opinion that this is not legal. Example. If the list had said "Toro", you would think Toro 1/Toro 2 would be banned, but no one would think that it meant Book of Toro. I'm especially upset because it's not even the right name for this game. Even here at Gamblejoe the game is called: " John Hunter and the secrets of da vinci's treasure" and not just "D a vinci's treasure". I mean it's not even the "right" abbreviation. It would still have been understandable if it was called "Secrets of da vinci's treasure"

I feel cheated. My guess behind this is that the casino is aware of the "trick" with the Google tool and is actively trying to pull money out of players' pockets.
Am I blinded by my loss and grief or is this a cheek by Vegadream?!??

Furthermore, the support no longer responds to my appeal.

P.S Sorry for any spelling and grammar errors. Write this text under anger and sadness .

This post has been translated automatically

gamble1
Icon

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 12:31 am CEST#2
2 Likes

Liked this post: Anonym, Avatar von Thenoobytuby Thenoobytuby
Thenoobytuby wrote on 08.06.2022 at 17:34: Hello dear community,

my name is Julijan and this is my first post in this forum. I have been a silent reader for a long time. Didn't think I would ever get into this situation of not receiving a payout where I supposedly violated bonus terms. Now I want to tell you the factual situation and at the same time ask for your opinion if my logic is completely off.
It is about the casino: Vegadream. After I had also researched here in the forum, I believe that my case has not yet occurred. The following scenario happened to me:

On 6.06 I deposited in said casino 20 euros + Welcome bonus . Now I finally had after a long time again the luck on my side and could call after successful Wagern (convert) 495 euros my own

Now I want to add something to it. I knew about the lack of measures to prevent a player from playing a game that is on the banned list. After scrupulously examining the terms and conditions, I placed the terms and conditions on my second screen. Before each game I checked the list of banned games. I did this with the tool from Goolge Chrome: "Search". Shortly to the explanation of the tool. It matches the input with all the text on the page and if there is a hit, it displays just that. Back to the topic:

So I applied for a payout (265 EURO). Today I received the pleasant news that my balance was cancelled because I had violated bonus conditions. First they said the stake exceeded the limit (4 EURO). After talking to support I was told the "real" reason. I had played the game "Da vinci's treasure". So I went to my history, but did not find said game. Then the scales fell from my eyes: I played the game "John Hunter and the secrets of da vinci's treasure"
Now I am of the opinion that this is not legal. Example. If the list had said "Toro", you would think Toro 1/Toro 2 would be banned, but no one would think that it meant Book of Toro. I'm especially upset because it's not even the right name for this game. Even here at Gamblejoe the game is called: " John Hunter and the secrets of da vinci's treasure" and not just "D a vinci's treasure". I mean it's not even the "right" abbreviation. It would still have been understandable if it was called "Secrets of da vinci's treasure"

I feel cheated. My guess behind this is that the casino is aware of the "trick" with the Google tool and is actively trying to pull money out of players' pockets.
Am I blinded by my loss and grief or is this a cheek by Vegadream?!??

Furthermore, the support no longer responds to my appeal.

P.S Sorry for any spelling and grammar errors. Write this text under anger and sadness .

So that's really times a varied story that gabs not so often

I was times so freely and have times the English original of the AGB's looked at and actually it is there identically so that is already times good because in the doubt the DE version should be wrong usually the addition exists the English version is valid

I can well imagine GJ clamped there behind the casino is listed here and provided that the game is not a Jackpot slot which are generally excluded with bonus in the casino you have good cards to get your money because in my opinion there to 10000% not your fault is present especially since you have done everything possible to check and for incorrect entries in the DE and even English version you can logically nothing

Make a screenshot of the terms and conditions and the conversation in the Live Chat (if you still have this as mail) or save both but I'm confident Sabine from the team can help you there write them best of all times to

But be prepared for longer waiting times the managers of Gammix are not the fastest in answering except CashiMashi but vill change that yet

Keep us up to date

This post has been translated automatically

Anonym

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 12:53 am CEST#3
1 Like

Liked this post: Avatar von Thenoobytuby Thenoobytuby
The game is in fact officially called " D a vinci's treasure", so it is also stated on Pragmatic's website. Similarly, Rich Wilde and the "Book of Dead" (Play n Go).

Nevertheless, I can understand your point of view and with the right reasoning you might be able to get your win . If the moderators of the forum can't help you, then the only option left for you is the corresponding conflict authority EADR
https://eadr.org/de/

This post has been translated automatically

Thenoobytuby
Rookie

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 01:40 am CEST#4
0 Likes

Nobody has liked this post so far
First of all, thank you very much for the quick reply

@Royal777 Yes, I had also seen that at Pragmatic. But the naming at Pragmatic is also really fuzzy in parts. For example, the game "John Hunter and the book of Tut™" is also so advertised at Pragmatic. And not in the short form "Book of tut". I am aware that it is a difficult situation.
The question is: How can you be 100% sure that you are playing a game that is not listed among the prohibited games? Even if you go through the list manually from top to bottom, a mistake can happen. It would be helpful if such lists were sorted by alphabet or manufacturer or even better formatted (maybe a real list ). In retrospect, the Chrome Tool has a huge disadvantage: It only shows a hit when the search word is 1:1 on the page. Only through this did the alleged violation occur

@gamble1 Thanks to you I get some hope. When the big (for me anyway ^^) wins came in and I was finally done with the conversion, I already imagined all the nice things I would do with this win. After the shattering news, I was fixed and all. It was/is a feeling like being robbed. A feeling I had never felt before (thank goodness). I think I was too quick to see the money already in my account. How do you/you do it: not rejoice until it has actually arrived in the account? (I'm still a newbie when it comes to casinos )
Regarding the screenshots, I have unfortunately only now made one of the terms and conditions. In the future I will document there a little more. Thanks for the tip.

This post has been translated automatically

gamble1
Icon

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 10:52 am CEST#5
2 Likes

Liked this post: Anonym, Avatar von Thenoobytuby Thenoobytuby
Thenoobytuby wrote on 09.06.2022 at 01:40: First of all, thank you very much, for the quick reply

@Royal777 Yes, I had also seen that at Pragmatic. But the naming at Pragmatic is also really fuzzy in parts. For example, the game "John Hunter and the book of Tut™" is also so advertised at Pragmatic. And not in the short form "Book of tut". I am aware that it is a difficult situation.
The question is: How can you be 100% sure that you are playing a game that is not listed among the prohibited games? Even if you go through the list manually from top to bottom, a mistake can happen. It would be helpful if such lists were sorted by alphabet or manufacturer or even better formatted (maybe a real list ). In retrospect, the Chrome Tool has a huge disadvantage: It only shows a hit when the search word is 1:1 on the page. Only through this did the alleged violation occur

@gamble1 Thanks to you I get some hope. When the big (for me anyway ^^) wins came in and I was finally done with the conversion, I already imagined all the nice things I would do with this win. After the shattering news, I was fixed and all. It was/is a feeling like being robbed. A feeling I had never felt before (thank goodness). I think I was too quick to see the money already in my account. How do you/you do it: not rejoice until it has actually arrived in the account? (I'm still a newbie when it comes to casinos )
Regarding the screenshots, I have unfortunately only now made one of the terms and conditions. In the future I will document there a little more. Thanks for the tip.

@Royal777 In my opinion, it can be quite irrelevant how the game is officially called by name because primarily the casino is responsible for how it is retrieved on your page and if you have a game there on the page that is written zb. flower legend of XYZ and that is excluded the customer can not be held responsible if he gambles legend of XYZ because that is just a deviation

This is logical common sense, especially since otherwise every sentence in the AGB's is put exactly on the gold scale and not even 0.1% leeway in the rule prevails

Or it is deliberately made one calls games that one clicks to play simply different than they are in the partly already felt much too long lists of excluded games then one must but in the future first match each game word for word in the lists and that must certainly not become the norm just because a casino thinks they have to abbreviate that

The comparison with Book of Dead is only partially true I have also seen the whole name in the list and even if 900,000 of 1,000,000 casinos abbreviate the with Book of Dead although Rich Wild still belongs to it does not mean that it is therefore correct when 100 people drive through the red light it is just as wrong as when it makes 1

So long story short I think this is a deception of the customer because he had to assume the games are available as they are in the list you can not expect from a normal consumer that he understands that this game is one of many with the same main character the terms and conditions are usually always binding without room for interpretation

This post has been translated automatically

gamble1
Icon

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 11:05 am CEST#6
2 Likes

Liked this post: Anonym, Avatar von Thenoobytuby Thenoobytuby
Thenoobytuby wrote on 09.06.2022 at 01:40: First of all, thank you very much, for the quick reply

@Royal777 Yes, I had also seen that at Pragmatic. But the naming at Pragmatic is also really fuzzy in parts. For example, the game "John Hunter and the book of Tut™" is also so advertised at Pragmatic. And not in the short form "Book of tut". I am aware that it is a difficult situation.
The question is: How can you be 100% sure that you are playing a game that is not listed among the prohibited games? Even if you go through the list manually from top to bottom, a mistake can happen. It would be helpful if such lists were sorted by alphabet or manufacturer or even better formatted (maybe a real list ). In retrospect, the Chrome Tool has a huge disadvantage: It only shows a hit when the search word is 1:1 on the page. Only through this did the alleged violation occur

@gamble1 Thanks to you I get some hope. When the big (for me anyway ^^) wins came in and I was finally done with the conversion, I already imagined all the nice things I would do with this win. After the shattering news, I was fixed and all. It was/is a feeling like being robbed. A feeling I had never felt before (thank goodness). I think I was too quick to see the money already in my account. How do you/you do it: not rejoice until it has actually arrived in the account? (I'm still a newbie when it comes to casinos )
Regarding the screenshots, I have unfortunately only now made one of the terms and conditions. In the future I will document there a little more. Thanks for the tip.

You have to say usually you can be happy and the money already plan since such problems occur very very rarely also this casino is basically serious first only with the addition that Gammix is just sometimes a bit overzealous

Times have changed unfortunately earlier withdrawals have partly taken a little longer but the whole other like Verification etc.. was made easily and quickly the bonus conditions were kept simpler than now and then of course it comes more often to little problems than it was for example a few years ago the case was

The screenshot was also only intended for when the whole thing goes to an arbitration board or in the further course to the MGA that is just well understandable what your argument is so therefore all good

Use casinos for fun and inform you about the stores not only because of the general payout but also because of verification and everything and then you can continue to have your fun there almost everyone has ever had such a case where the coal did not come do not let it pull down the bonus conditions you have already studied well that make some old hands not so in this form

The most important thing is but and I must tell you even if you probably already know it do not overdo it in 99% of cases comes at all nothing that you could pay out at all therefore look absolutely that the fun also remains fun

This post has been translated automatically

Anonym

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 03:30 pm CEST#7
1 Like

Liked this post: Avatar von Thenoobytuby Thenoobytuby
gamble1 wrote on 09.06.2022 at 10:52 am
@Royal777 In my opinion it can be quite irrelevant how the game is officially called from the name because in the first place the casino is responsible for how it is called on your site and if you have there on the site a game that is written zb. flower legend of XYZ and that is excluded can the customer but not be held responsible if he gambles legend of XYZ because that is just a deviation

This is logical common sense, especially since otherwise every sentence in the AGB's is put exactly on the gold scale and not even 0.1% leeway in the rule prevails

Or it is deliberately made one calls games that one clicks to play simply different than they are in the partly already felt much too long lists of excluded games then one must but in the future first match each game word for word in the lists and that may certainly not become the norm just because a casino thinks they have to abbreviate the

The comparison with Book of Dead is only partially true I have also seen the whole name in the list and even if 900,000 of 1,000,000 casinos abbreviate the with Book of Dead although Rich Wild still belongs to it does not mean that it is therefore correct when 100 people drive through the red light it is just as wrong as when it makes 1

So long story short I think this is a deception of the customer because he had to assume the games are available as they are in the list you can't expect a normal consumer to understand that this game is one of many with the same main character the terms and conditions are usually always binding with no room for interpretation

I can agree with you on all points. However, there is one more aspect that we have not considered yet. If one uses the search function in the said casino, then nevertheless likewise " D a vinci's treasure" and not John Hunter(...). If you enter "John Hunter" the slot D a vinci's treasure is not shown at all...

This post has been translated automatically

Thenoobytuby
Rookie

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 03:40 pm CEST#8
0 Likes

Nobody has liked this post so far
@Royal777 Yes I agree with you. I had so far always taken the names from the images (The intro image) and there again the full name. And since I do not know so many games, I never used the search function in this case, but selected all games on the home page. Well now let's see what the casino judges

This post has been translated automatically

Thenoobytuby
Rookie

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 03:56 pm CEST#9
0 Likes

Nobody has liked this post so far
EDIT: Regardless of how the casino judges, I still wrote to the support that it might be better if they would write out the full name in the terms and conditions. Since a misunderstanding / error would be excluded. E.g. would the search function in Chrome with both variants ( D a vinci's treasure and for John Hunter and the secrets of D xml-ph-0 Also, it would be useful in the search function in the casino. So you could find the game, no matter under which name you have memorized it.

This post has been translated automatically

Anonym

[solved] Vegadream cancels payout - Am I wrong?

9th Jun. 2022, at 04:59 pm CEST#10
1 Like

Liked this post: Avatar von Thenoobytuby Thenoobytuby
Thenoobytuby wrote on 09.06.2022 at 15:40: @Royal777 Yes I agree with you there. I had so far always taken the names from the images (The intro image) and there again is the full name. And since I do not know so many games, I never used the search function in the case, but selected all games on the home page. Well now let's see what the casino judges

Anyway, I keep my fingers crossed for you. Unlike other players, you have shown yourself to be very disciplined, committed and helpful to the support.
The probability that you will get your payout is small but there. I also believe that you will be accommodated. There might be a compromise, a goodwill bonus or something else.

It would be nice if you keep us informed!

This post has been translated automatically

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