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Dream Vegas - swiped out over 20.000 euros from my account
Ruling
Found for the Casino - This player has violated the maximum allowed bet rule associated with the bonus they claimed. As such the casino is within their rights to void the win.
Read our Dream Vegas Casino Review.
Player's Complaint
I will try to make this as short as I can.
A couple of weeks ago I opened an account at Dream Vegas. I did a deposit of 1500 NOK, and I got a bonus of 3000 NOK. Even before the bonus money was touched, I started winning big. After some days I did withdrawals of 50.000 NOK. At this point, I still had 50.000 NOK left on my balance.
I took screen shots at this point, clearly showing both 50.000 NOK out for withdrawal, and 50.000 NOK in my balance. In the same picture you can see "Bonus Balance: 0.00 NOK".
That means that all wagering demands already is met, completed and done.
The next 24 hours after this, I kept playing till my balance was at a total of 150.000 NOK. All this money is won fairly OUTSIDE the wagering/bonus money, completely separated from the welcome bonus.
The next day I logged in to my account again, only to find out that Dream Vegas had swiped out 50.000 NOK pending for payout, along with 148.500 NOK from my balance! Over 20.000 euros. As you can imagine, I was shocked.
They said that I had broken the rule of welcome bonus because I had played for over 50 NOK per bet. Fine, "confiscate" the 50.000 NOK pending for payout, but the rest is won fair without anything attached. Unfortunately for them, I have a lot of experience with casinos, and I know that it can be a problem to get your money if you win big.
Therefore, I took a total of over 20 screen shots, showing balances, winnings, withdrawals, dates, everything from day one.
Atleast 150.000 NOK of this money is won fairly, outside ANY rules of wagering, bet limits, etc. I will of course send you all the evidence upon request.
Hopefully, you can help me claim my rightfully earned winnings back, so I don't have to take this process through the legal system. Thank you.
2 Responses
Hi diamond888,
I've discussed this issue with Dream Vegas. On the 1st of February at 17:36:37 you deposited 1500NOK and received a bonus of 3000NOK. Immediately after receiving this bonus you started wagering at 100NOK/round and this later increased to 200NOK/round.
The bonus terms and conditions at Dream Vegas allow for a maximum bet of 50NOK per round while you have a bonus. Unfortunately as you've exceeded this the operator are within their rights to void the bonus contract and reset both parties to pre-bonus conditions.
Sorry we cannot be of further help.
ThePOGG
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Agreement
Diamond888 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
February 13, 2019
Hi diamond888 - 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.
I'll contact the operator and see what we can find out for you.
Thanks,
ThePOGG