Bitdreams Casino - Player has an unspecified issue.

Dear Tomika21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information than a few screenshots. Could you please describe the situation in more detail?

Do I understand correctly that the casino confiscated your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Do I understand correctly the casino is accusing you of breaching the following terms&conditions?

"18. Irregular Betting Patterns

Winnings will be confiscated if a customer is in breach of 1 or more of the following terms:

Players are not allowed to change the stake more than 3 times on a single playing session;

The stake of the next spins cannot be higher than 10x the value of the previous spin stake within the same playing session;"

Could you please specify if your winnings were achieved with the help of a casino bonus or a promotion?

I'll await your reply.

Thank you very much, Tomika21, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Tomika21,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Bitdreams Casino to join this conversation and participate in the investigation.

Could you please provide us with an explanation of the player's situation in more detail from your point of view? 

Thank you.

Best wishes,

Tomas

Dear Tomika21,

Thank you for the information. Do I understand correctly that issue has been solved?

Kind regards,

Tomas

Dear Casino Guru Team,

We would like to inform you that we have successfully resolved the user case.

Our team has recently completed the verification process for the user's Bitdreams account, and we are delighted to confirm that we will be refunding the winnings as per our agreements with the user.

We sincerely appreciate the user's patience and cooperation throughout this process.

Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you in any way we can.

Thank you for your understanding and cooperation.

Best regards,

Bitdreams Team

Dear Tomika21,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas