Dream.Bet Casino - Player’s account closure request is delayed.

Hi,

I am trying to close down my account *XXXXXXXXX* . I have sent 10+ emails (from April to December), I have contacted the Indian "support" several times, they promised to contact me and they failed to do it every time.

You can't do anything to close down your account. I have been trying to complete it it for more than 9 months, but they never proceed. If you wish, I can give a deatiled list of tactics and scripts they use to avoid closing your account.

These people are simple scammers who want to keep your information. I am contacting CasinoGuru because I believe the its public feature may able to put more pressure onto the "Casino" and its unlawful activities.

Dear PowerFlow,

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

When applying for the self-exclusion, state clearly state the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" of your email should be clearly marked and easily recognizable, as casino support receives many requests per day. Hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Dream.Bet Casino,

I a’m writing to inform you that I wish to exclude immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to customercare@dream.bet (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact, such as live chat or WhatsApp, please try that as well and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

After I have sent 10+ emails requesting a CLOSURE, I need to send another one? It is beyond anything that can be called "fair".

Also, as I mentioned it is NOT a self exclusion. I want to CLOSE my account. There is a clear distinction between the two.

I want explanation how is it possible that a fraudulent company like dreambet is able to get away their deliberate ignoring practice. I am more than happy to forward you all the emails I have sent. Please make them public to see everyone how evil these people are.

Again, I have sent several emails requesting my account to be CLOSED. I have no gambling problem, I have not used the platform for 6+ months, I just want my account to be CLOSED and get a clear explanation why these thieves can get away with anything.

Thanks.

All their support agents are located in India who barely speak in English and they directed me towards customerassist@dream.bet and support@dream.bet.

You gave me a third email adress... They can't be contacted via phone, they just ignore my messages. They can do whatever they want with your data, they steal money, cancelling bets, enabling pending bets only when the line has changed towards their favor, etc. I was hoping that they allow you to have control over your data but they clearly don't. They are selling your information and do not allow you to request it to be deleted and your account closed.

Hi PowerFlow,

Thank you for your message. I can understand how incredibly frustrating this situation must be for you. I truly empathize with your concerns and the difficulties you're facing with DreamBet's lack of response to your closure request.

To help us investigate this issue and pursue a resolution, could you kindly forward all the relevant communication you've had with DreamBet, including the emails you’ve sent requesting account closure? You can send them directly to my email at petronela.k@casino.guru. This will allow us to gather the necessary information to look into this matter more effectively.

I appreciate your patience, and I’m here to support you through this process.

Dear PowerFlow,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Forwarded everything to you. After a ton of emails, the casino deliberately tries to avoid closing the account. Funny to see their techniques, but in the end they just simply ignore me.

Finally, got the confirmation that they closed the account. Now, all I need is why it is possible to delay it so much. I appreciate your help anyway, without your help, they would not have closed my account. 🙂

Hi PowerFlow,

Thank you for your update, and I’m glad to hear that your account has finally been closed. I understand how frustrating the delay must have been, but I’m pleased we could assist you in getting this resolved.

Do I have your permission to mark this complaint as resolved, or is there anything else you’d like us to look into for you? Please don’t hesitate to let me know if there’s anything more we can do to help.

Looking forward to hearing from you.

Dear PowerFlow,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Please go ahead and close it down. I would appreciate it if you explain how they can delay the closure by months. (A separate email explanation is enough for me.)

Dear PowerFlow,

Thank you for your confirmation. I’ll go ahead and mark your complaint as resolved in our system.

Regarding your question about the delay in closing your account, I cannot comment directly on the casino’s internal procedures. However, I believe we can both agree that such delays are far from ideal. Unfortunately, the casino’s missing license and lower safety index may offer some explanation for this situation, as it often correlates with inconsistencies in their operational practices.

If you ever encounter issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot at Trustpilot Link. Your honest feedback and suggestions for improvement would be invaluable and could help others considering contacting us for assistance.

Thank you for your time, and I hope you have a wonderful day.

Best regards,

Petronela

Casino.Guru