Vegadream Casino - Игрок заявляет о задержке выплат.

Hello dear CasinoGuru team,

The issue is that I'm waiting for two withdrawals totaling €2,500 from VegaDream. On December 1st, I received an email stating that my withdrawals had been processed and sent, but the money still hasn't arrived in my account. Tomorrow will be five days, and there's still no money. In the chat, I'm constantly being given the runaround and told to wait up to ten days. I've been playing at VegaDream for over eight years, and normally, once a withdrawal was confirmed, it was in my account within a maximum of one day – often even within minutes or half an hour.

Furthermore, a friend of mine is in a similar situation: he too is waiting for several payouts with larger amounts, but in partner casinos of VegaDream, and exactly the same procedure is being used there.

This gives the impression that funds may be withheld and the payments were never actually sent. What can I do to finally get my money?

Hallo liebes CasinoGuru-Team,

es geht darum, dass ich auf zwei Auszahlungen in Höhe von insgesamt 2.500 Euro von VegaDream warte. Am 1. Dezember erhielt ich eine E-Mail, in der stand, dass meine Auszahlungen bearbeitet und gesendet wurden, aber das Geld ist bis heute nicht auf meinem Konto eingegangen. Morgen sind bereits fünf Tage vergangen, und es ist immer noch kein Geld da. Im Chat werde ich ständig hingehalten, und mir wird gesagt, ich solle bis zu zehn Tage warten. Dabei spiele ich seit über acht Jahren bei VegaDream, und normalerweise war eine Auszahlung, sobald sie bestätigt wurde, innerhalb von maximal einem Tag – oft sogar innerhalb weniger Minuten oder einer halben Stunde – auf meinem Konto.

Außerdem geht es einem Freund von mir ähnlich: Auch er wartet auf mehrere Auszahlungen mit höheren Beträgen, allerdings in Partnercasinos von VegaDream, und dort wird genau dasselbe Vorgehen praktiziert.

Daher erweckt es den Eindruck, dass hier möglicherweise Gelder einbehalten werden und die Auszahlungen gar nicht wirklich gesendet wurden. Was kann ich tun, um jetzt endlich an mein Geld zu kommen?

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Dear jeyjey24123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Okay

Dear jeyjey24123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jeyjey24123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila