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Dream Vegas - Winnings removed for accidental breach of terms?
Ruling
Found for the Casino - This play deposited via a payment method that was prohibited from receiving this bonus but chose to play with the bonus anyway.
Read our Dream Vegas Casino Review.
Player's Complaint
I joined dreamvegas and made my first deposit for 200 euros and was given a bonus, from this i had a massive win on jammin jars for around 7200 Euros, i finished the wagering and cleared the bonus funds to cash withdrawal funds. At this point Dream Vegas removed the winnings and said deposits made with neteller are not eligible. Imagine my feeling and to lose 7200 euro because of Neteller. At first i was so emotional and confused but now I'm just so angry.
It is their responsibility to award or not to award me a bonus from how i deposited. The fact they awarded me a bonus to play with is their fault. How is it fair to award the bonus when i have no chance to win! I was literally in a lose/lose situation. They should have a system in place to stop bonuses being awarded for certain deposit methods. They first quoted the terms to me as "Deposits with Neteller are not eligible, and if taken winnings will be confiscated" however when i looked for myself it says at the bottom of the bonus page "Deposits with Neteller are not eligible" they only added the part about confiscating winnings into the email.
I've checked the whole website T
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Agreement
jamminjars90 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:
- Dream Vegas
- Malta Gaming Authority
- Curacao eGaming
- United Kingdom Gambling Commission
- Imperium Network Solutions Limited
July 14, 2020
Hi jamminjars90 - 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.
You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/
To summarise.
– 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).
https://thepogg.com/terms-of-use-for-dispute-resolution-service/
– 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.
Unfortunately there is nothing we can do to assist you in this instance. The bonus terms do make clear that you cannot receive a bonus if you deposit via Neteller. Either you had reviewed the bonus terms before depositing and knew you were ineligible for the bonus or when you deposited and received a bonus and decided to play with it you should have reviewed the bonus terms at that point to ensure that you understood the terms associated with that promotion. In either scenario you should have been aware that you were not eligible to receive this bonus as it is your responsibility to ensure you agree to the terms and conditions associated with any bonus you accept.
As you were not entitle to the bonus the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.
All we can suggest is that you ensure you familiarise yourself with the terms and conditions associated with any bonus before you play with it in future.
Sorry we cannot be of further help.
ThePOGG