Dream Vegas - Cancel all my winnings

Ruling

Found for the Casino - This player exceed the maximum allowed bet while playing with a bonus. As such Dream Vegas are within their right to void the bonus contract and reset both parties to starting conditions.

Read our Dream Vegas Casino Review.

Player's Complaint

Hello, my name is [EDIT]. I am writing regarding my issue with Dream Vegas Casino. I created an account in Dream Vegas, then I made my first deposit and I take my welcome bonus (200% first deposit bonus). I am playing in casinos for few years and I am perfectly aware about all terms and coditions as I have an accounts in the most popular world casinos. There was never any problems with funds withdrawal - but not with Dream Vegas casino. After I read all terms and conditions I start play with my bonus funds. I was perfectly aware that one bet can not be bigger than 5GBP. With bonus funds I was playing about 30h, several times I was contacting live chat just to be sure that everything is ok, and to double check how much wagering left. When bonus funds wagering was completed (29.09.2018) bonus funds was transfered to my „real” cash balance. The full balance of real cash was 2000GBP. For 1500 gbp I put withdraval request. With rest of the funds I was keep going play. I win more and I put a withdraval request for additional 500 GBP and 600GBP. I contact live chat with the question how long withdravals would take. I get an information that withdraval request will be approved in 48h. I decide to put time out on my account. Funds was in pending status. Yesterday (30.09.2018) I again contact live support regarding my winning. I get response that funds withdraval was approved and ready to go to my visa card. Today I get an email from Dream vegas casino that my winning was cancelled (please find the attachment). I was more that shocked, as I was perfectly aware about all rules how to play with bonus funds. Also there was no proof on amything just notice that my winnings was cancelled. I emailed them directly - but havent got any response. I contact live support again, and what I heard there was more than ridiculous! Please find the attachment where support is saying that my winning was cancelled because 1 of my spin bets was 100 GBP. In all 30h gambling my bet was never bigger than 2 GBP. As I was perfectly aware about all bonus wagering terms and conditions. I was sure that it is incorrect information and casino is lying to me. I remember when I was playing that slot as it gives for me a bonus, but my bet was all the time 1GBP. Today after chat with support I go to that slot to check what was the maximum bet on that slot, and the maximum bet was 10 gbp! So the casino was saying that they cancelling my winning because my bet was 100 GBP on slot where maximum bet is 10 gbp (please find the attachment). Also please be aware that I win bonus on that slot on 11:05 and on screenshot you can see that bet value was 1GBP. How casino can be so unresponsible. Please also find my details in dream vegas casino: [EDIT]. Please advise how I can get my winning? I think that they dont want to pay my money back, as when they let me know that it will take 48h to confirm withdraval I say that I will dont made any other deposit to this casino. Also I am not trust this casino as I more that sure that information that my bet was more than 5 GBP is not correct! I even have an idea that they are able change account history untill I decide to put time out on my account. And the worst part was about false information regarding 100gbp bet... kind regards, hope to get advise from you ...

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5 Responses

ThePOGG

October 4, 2018

Hi Kamilamilala - welcome to ThePOGG.com!

Can you please forward all communication you've had with the operator regarding this issue to [email protected]?

Thanks,

ThePOGG

ThePOGG

October 4, 2018

Hi Kamilamilala,

Thank you for your email. Unfortunately your assertion that a bet of £100 is not possible on the game Genie Jackpot Megaways isn't accurate. Please see below:

As can be seen above there is a 'Genie Bonus Wish' feature at the top left of the reels. By clicking on this you will be asked to confirm a wager of 100x your standard spin that will guarantee you activate the bonus feature. If you have played this feature there is nothing we can do to help you. So before we go any further, did you play the Genie Bonus Wish feature?

Thanks,

ThePOGG

Kamilamilala

October 6, 2018

Hello. I play in casino 5 years and take all time welcome offer. I now wager terms and conditions. In 3 days I play 30 hours maximum bet 2 pounds per spin. I never buy bonus. In this game I hawe bonus in game but not buy. Dream Vegas 5 days ignore my, no respond. Relevant team no send email. I find in internet more complaints about this company complains and more people hawe problem to chash out. I understand I deposit 100 and win 2600 in casino it’s very no good to casino but it’s my money and my winnings. Please help my refund my money!

ThePOGG

October 8, 2018

Hi Kamilamilala,

I'll contact the operator and see what we can find out.

Thanks,

ThePOGG

ThePOGG

October 12, 2018

Hi Kamilamilala,

I have now discussed this case with Dream Vegas and reviewed your play history. You have in fact bought a bonus while playing Genie Jackpot Megaways and also while playing Spinal Tap.

The first bonus feature you bought was on Genie Jackpot Megaways, with a bet size of 1 credit for a total spin value of 100 credits at 10:59:30 server time.

After this you switched to Spinal Tap where you bought the VIP Guest Pass Rock Mode a total of 7 times at a bet size of 1.20 and a total spin value of 60 credits between 11:59:11 and 12:09:13. You then move to a bet size of 1.50 and bought the bonus feature another twice at 12:10:25 an 12:13:46.

Unfortunately these bets violated the maximum allowed bet while playing with a bonus and as stated initially there's nothing we can do to help you.

ThePOGG