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Resolved - Dream Vegas Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.
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Hi The Pogg team,
I have a situation and am really hoping you may be able to help with somehow.
I signed up to Dreamvegas Casino and received the 200% welcome bonus, which was $200.
I accumulated winnings of over $19000, which would be life changing in my current situation.
However when I went to withdraw $500 (maximum weekly amount) I then received a gut wrenching email:
Your account has been found to be in breach of clause 6 of the Promotional Terms associated with the welcome offer:
Clause 6 - The maximum bet allowed while the Welcome Bonus is in play is NZD 5. Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.
Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of NZD 100 has been returned to your gaming account.
I went through my gaming history an have noticed at 5:39:02 03/3/2020 I placed a single bet of $6.
I understand that this breached the terms of the promotion but to have all my winnings confiscated has shocked me. Almost all of those winnings came after the bonus account had reached $0 as well.
I dont remember placing the bet, but judging by the timing and balance amount it looks to have been an accident. I almost always finish a game on $25/$50/$00, and this occurred at a round number, then putting me at $394, before I changed game. It would be an extremely uncharacteristic thing to do given my pattern of play.
Once again I do understand that I have breached the terms, but am hoping there may be something that can be done. I dont expect to have everything back but am just incredibly shocked to lose very cent.
Kind regards and thank you
Dream Vegas inform us that a settlement has been agreed and you have been paid. Can you confirm receipt of the settlement funds?
I'm following-up on the above?
If we haven't heard from you by Friday the 22nd of May I'll assume you no longer need our assistance and close this complaint.
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Dream Vegas - Confiscation of funds do to accidental breach
Posted by GTB
April 3, 2020
GTB consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
April 3, 2020
Hi gtb - welcome to ThePOGG.com!
As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.
– Use of this service does not preclude your seeking redress through court proceedings .
– This service is free to use for both the complainant and operator.
– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).
– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.
If you have any questions about the above, let me know.
Sadly if you have breached the maximum allowed bet rule there is little we can do to help you. When you accept a bonus you are entering into a contract. When you violate the terms of the contract the operator are within their rights to consider the agreement void and reset both parties to pre-contract conditions.
I'll contact the operator on your behalf, but the simple facts are that we have no authority to enforce a ruling in your favour in this instance.