The player from Hungary is experiencing issues after he won in the casino. Both the player and the casino confirmed the case was resolved, so we closed it accordingly.
The player from Hungary is experiencing issues after he won in the casino. Both the player and the casino confirmed the case was resolved, so we closed it accordingly.
The player from Hungary is experiencing issues after he won in the casino. Both the player and the casino confirmed the case was resolved, so we closed it accordingly.
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
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.
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.
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
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 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 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
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
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.