Dreambet.io Casino - Player demands winnings after account is closed.

Hello!

ive been playing the whole weekend on dreambet.io and deposit 70 dollar.

i then won like 1500 dollar and tried to withdraw but the casino didnt accept it and mailed me about KYC wanted picture on my driver license wich they got. After that they wanted selfie with driver license and their casino in the backround wich i also sent. And i had a bad feeling since they didnt accept and they were very slow to answer me. They also asked me why i needed the money and if i had any debts? Why would they ask me that? And ofc i need the money i won?!

meanwhile i kept playing and playing and i Wager 100k$ and i won totally 5800-5900$

i withdraw that aswell and 1 day after that they cancel everything and they locked my account for " couldnt identify your identity" wich is bullshit since i sent them proof with selfie aswell, clear pictures so they couldnt argue about that. They didnt ask for more proof or anything just blocked my account took all my winnings.

ofc as soon as i win big they lock my account take all winnings. I demand all my winnings back. Also their "daily tournament" is rigged. I was first place i would get 4000 dollar i got 1000 dollar

but after the tournament ended i spinned 4 times and i got first place instantly and stayed there so i dont know if theres bots there and not real people.

so with that 4k that they need to Pay me its 8800$ total.

i can email you all the mails i have with them. I dont get answer back now.

I wrote back to them this

I request a manual review of my case by a verification officer and a written explanation of the exact grounds for denying verification. If verification cannot be completed, I expect my winnings (SEK 58.000) to be returned to the original payment method I used for deposit, or for you to provide a clear, documented legal basis for withholding the funds. Or my crypto adress i sent you 

If I do not receive a satisfactory reply within 2 days, I will escalate this matter to my bank and to the relevant regulatory authorities (including the Swedish Gambling Authority / Spelinspektionen) and consider filing a police report for suspected fraud. Also Curaçao 

and i Googled their casino and here on casino.guru im not the only one who had problem with withdraw

but 58.000 is wrong since they ow me for the tournament 4k and not 1k$

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dream.Bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Were your verification documents submitted to a third-party service for verification, to your knowledge?
• Could you please share with me the selfie you submitted to the casino for verification? Send the information to my email at tomas@casino.guru I apologize for the inconvenience.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent you a email

Can You please tell them to stop scamming people and lying. Trying to come up with lies and excuses to avoid Pay people their winnings.. i would appreciate if you can tell them to Pay me. Its alot of money.. thank you

Did you see the Email?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Dream.Bet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I sent the proof they wanted and asked for. You can see clear picture on my driver license and after that they wanted license with my face and their casino wich i sent and i also emailed this picture to Tomas.

even if they couldnt identify wich they can because its good pictures wouldnt they ask for new photos or anything else? Instead of just a ban on me and take all my winnings and ask for my crypto adress to send me my money that i deposited? Very strange behavior. They even asked why i need my money and if i have any debts?

hello. I now received a email from dreambet support

so first they ban me and take all my winnings because "they couldnt id me"

now this comes up? Such shady liar company its insane. When i got banned i wrote to there affiliate that some of my winnings i didnt get in my balance so this chat log i can printscreen on discord. But they dont say anything about this? They cant find that some winnings i didnt get? Very shady.. they also Said its several hundreds spins and i would probably notice if i play "several hundreds spins" and i didnt lose any money. I demanded to get all evidence about this and How can i check if this is legit? Can i contact pragmatic and send them the ID? Anyway they stopped answer me after i wanted all evidence and also asked How they could not find that some winnings i didnt get?

this feels just like another bad excuse to not Pay out my winnings.

Dear Pavel and Allemannen,

Thanks for bringing this to our attention. 

We would like to clarify that dreambet.io is not connected to our brand. We are unable to assist in this case, as the player does not hold an account with us. 

Please contact their support team for further help.

Kind Regards,

Dream.Bet Casino

Thank you, Dream.Bet Casino!

Allemannen, we do not have dreambet.io in the system yet, I will add it and contact them ASAP. Thanks for your patience!

Okey Thats my fault i didnt know there was 2 casinos with almost same name. Can you email me when you contscted them? Thank you

Of course, I will send the message here and you will receive a notification.

I would like to invite the correct casino to give them a chance to explain their side of the situation.

Dear Dreambet.io Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Allemannen, the first casino's accusation is that you have created multiple accounts. However, they could not provide evidence to support that. Instead, they have provided evidence that proves that your winnings were derived from bets made during the time window in which the malfunction was active. Therefore, they are invalid. Unfortunately, now, I have no other choice than to reject your complaint. I am sorry I could not be more of help.