Dreams Casino - Player’s account has been closed, blocking her winnings.

Played and deposited several times on Dreams Casino. Made the account with enclave login. Provided copy of my pasport, drivers license, marriage certificate, utility bill and copy of ltc transfers. Got approved. Won 4500usd but when I wanted to withdraw they closed my account/denies withdrawal. According to their terms Denmark is not a excluded contry, so i should be allowed to play. Followed their rules. But now i cant access my winnings or the money I payed to play. Their just taking it all. And they wont reply to any of my contact.

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Dear Billee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any further communication from the casino regarding your withdrawal request?

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

Petra

I don't have access to the account anymore, I can't login.

Thank you for your reply and for providing the previous details, Billee.

When was the last time you contacted the Casino with this issue, please? Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:[email protected], or post your screenshots to the thread.

Thank you again for your cooperation.

Hi

All the communication i got screenshot of I've already attached. Latest email i tried to send was 3 days ago. I've sent a pdf of the email I've sent to your email.

Also, thank you so much so far for trying to help me. I really appreciate it.

Dear Billee

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Billee,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Dreams Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Greetings all,

I had a look and it appears that the account has been closed as the player in question had been using a VPN to circumvent the restrictions on their country of residence. Unfortunately playing from a restricted country (usually blocked at IP level) and VPN use both violate the terms and conditions of the casino and triggered the aforementioned actions.

Best wishes,

Nick and Dreams Casino

I answered all your questions and never not told where I was from, nor did I lie about the VPN, and explained why it was on. Not once did you say i wasn't allowed to use it. According to your own rules Denmark is not a excluded contry. I've attached pictures that proves it. Even after I told about the vpn you let and encouraged me to keep deposit and playing. Only thing you said was you didn't recommend using VPN. Only after I used quit a lot of money and then got lucky and won, then you chose to close the account. So as long as I just keep loosing and using my money it was fine, but when I win you chose to enforce...

That doesn't seem fair. When I opened the account I used Inclave, that automatically registered my info. You even approved all my id, electrical bill, marriage certificate ect that was from Denmark.

Never used VPN for masking ect towards playing at a casino. Usually always have it on, because I watch TV series from all over and travel a lot. As I also told several agents. Ask Dream to provide copy of all the chats I had with the service agents. Not once did they tell me about the rule against VPN, just a couple of times advised against. But still encourage me to deposit and play. So as long as they got money it was all fine, but when I won they then chose to enforce it.

Greetings Billee,

I can see in the account that the timeline you describe is incorrect. All submission of documentation was after the deposit and win using a VPN to gain access. The confirmation of the documents process through our automated system states that your documents are legitimate, which they are. Just from a non-allowed country. Your IP address was listed as originating United States of America, an allowed country. All internal documentation shows that it was not until after the win and subsequent attempt to change your country of residence that the situation was recognized and the account deactivated.

The timeline is confirmed as:

Deposit: 11/10/2025 11:18:01 AM(EST)

1st Withdrawal Request: 11/11/2025 12:15:55 AM(EST)

2nd Withdrawal Request: 11/11/2025 6:22:04 AM(EST)

Automated Documents Submission (and subsequent auto-response screen captured above): 11/11/2025 7:28:30 AM(EST)

Issue Recognized/Account Deactivated: 11/11/2025 7:54:09 AM(EST)

I am unable to locate any communications previous to that of you attempting to sort out your documents after the deposit and win. If you have any time-stamped proofs that you were manually approved for VPN usage from Denmark before the deposit and subsequent win please provide it as my searches are coming up blank in that respect.

Best wishes,

Nick and Dreams

All ready sent the verification documents on Nov 9th.

And since you approved me with all the danish documents, you approved me for playing at your casino.

Before depositing i had a chat with your service agents because I had trouble with using bonus codes, where they asked about the VPN and I truthfully answered and they replied that It wasn't recommended, but they could manually ad the bonus. These conversations were before I began my deposits....

And since your service agents had no problem with viewing prior chat, that means you save it. Provide copy of all chat between us. Or are you not willing to do that, because it proves what I'm saying?

Greetings all,

I have been through all communications and can't locate anything that supports this timeline as described Billee, I see you asking for confirmation that it was ok to use a VPN but only after the win. Despite my best efforts I am unable to locate a chat history stating Denmark is acceptable or that VPN usage will be allowed. As a side note, this would also typically be noted directly in the account as an exception, and could only be approved on a managerial level. I very much hoped to find the incident in order to address the subject with the responsible parties but I can't find the incident.

Documents related emails I do not have access to, so it is possible you sent documents on the 9th via email. What I can say with certainty is that the only documented review of those documents within the player account is on the 11th, after the win. Manual documents submission goes through the same automated verification system as submitting it directly through the automated system available in the cashier. The main difference is that when you put documents through the automated system yourself it is immediate. Highly recommended. When it is sent via email an agent needs to review the email and manually put the submitted information into the system. It can take some time as there is a backlog. From looking at the account it would appear that the first review of the documents wasn't until they needed confirmation of your identity when it was necessary to pay you.

None of this is to knock you down or imply it was done intentionally Billee, I am only reviewing what I see after auditing the situation. My job is to get to the bottom of things and resolve the situation as pleasantly and efficiently as possible. I go where the information leads me and that is where we are at right now in my review.

I have reached out to the documents and security departments for review on their part. I'll need to wait and see what they come back with.

Best wishes,

Nick and Dreams

The email I first sent with documentation was sent from my work email : [email protected] and sent november 9th. As documented. The bonus codes I've used with you was added manually by your service agents, where I had chats with them and told about the VPN, where they asked where I was from and why I used VPN, to which I answered truthfully every time. And still they added the bonus and let me deposit to play....

And also according to your own rules Denmark is not a excluded country

Greetings all,

Apologies to all involved, I am still waiting for the requested review. There are a lot of folks using their last vacation days (myself included) before the end of the year and this needs review at the highest level. I very much appreciate everyone's patience in the interim.

Best wishes,

Nick and Dreams

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have contacted Jana privately with the results from our internal audit. We will discuss the situation, once we have reviewed everything together I will make a statement.

Best wishes,

Nick and Dreams

Dear Billee,

following a full audit conducted by the casino, there is no evidence that you were granted approval to use a VPN or to play from Denmark. You initially registered with a U.S. address while using a VPN that placed you in the United States and operated a U.S. dollar account. After recording a win, you changed your address to Denmark and subsequently changed the account currency to Danish kroner.

There is no documentation or other evidence to support your claim that this activity was permitted by the casino. As a result, your account was blocked due to the provision of false information during registration and the use of a VPN, both of which violate the casino’s terms and conditions.

Hi again.

Firstly as stated before when I made a account with Dreams casino I logged in with Inclave. How it have stated I suppose to live in the USA I don't know. Just logged in to Inclave and all my info are correct stated there.

Secondly I made deposits to the casino on Sunday Nov 9th and Monday Nov 10th. Both times I had help from their chat because the bonus code wouldn't work. And both times the agents asked about me using VPN and I answered truthfully both times and their only reply was "it was not recommended". Nothing about why or that it was not allowed. Nor did they closed my account. They let me deposit and let me play. Only when I won and tried to withdraw my winnings did they closed my account.

And still I sent screenshot of me sending the email with approval for withdrawal on Sunday Nov 9th and got email confirmation same day, that they had recived it and got approved early Tuesday Nov 11th with all my danish information and adress. See attached copy of email.

Pls tell me how I can get approved with those informations. And then afterwards when they see that I actually won something and want to withdraw, they then choose to close my account....

Things are not adding up.

I encourage you to get copy of my chats with them.

Pls see copy of Inclave data and adress. Also I'll attach copy of email and copy of restricted country's from their own website in next chat.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have reviewed the most recent comments and the provided screen captures. They are primarily the same things you have sent repeatedly throughout this. I can't find anything that supports your claim any further Billee, and I tried really hard. I reviewed every single communication you had with the casino and petitioned other departments for any information that may not have been immediately available to me.

There is no skin in the game for me over here, I audit and I resolve... If my audit shows an error on our side I rectify that as quickly, pleasantly, and officiously as humanly possible. If not I do my best to explain as clearly and cohesively (and kindly) as possible the reasons I cannot assist.

You tell a story here.

The crisp, clear data tells a different story.

The casino, due to being responsible for millions of transactions per minute needs to be incredibly precise, organized, and accurate. As free from human error as possible. Bottom line, they keep incredibly accurate records of literally everything. It does not need to rely on recalling a story as we would, it is all there in black and white.

There are no communications from you before this situation occurred. It is an immutable fact. Like gravity or a spherical earth. There is also no note in your player account that you can, as an exception, play using a VPN (not allowed per the terms) or from a non-allowed country.

I appreciate that you remember things a certain way, I do. But the actual audit, the forensic examination of the available data does not tell the same story. If it did, this would be an entirely different conversation.

Perhaps you have been approved by another casino in the inclave system to play with a VPN in a (generally) non-allowed country but I can state with confidence it was not Dreams Casino.

I also need to state categorically (because I service many casinos within the inclave system) that you need to contact, directly, clearly, any casino you are playing with and talk to them regarding your specific situation. Immediately. Not later.

They are independently owned and operated (with a few exceptions) and do not always communicate this sort of information between them.

You need to receive DIRECT SPECIFIC CONFIRMATION regarding your situation, and your player account must be noted at a managerial level with your specifics as an exception. If you don't do this we will be having this same conversation again regarding a different casino when you potentially win and are denied for the same reason.

I apologize, really. But there is nothing I can do to assist here.

Best wishes,

Nick and Dreams

The least you then can do is refund all my deposits....

I know I'm resending/reposting same screenshots.

You know i don't have screenshot of all you wrote to me, that would actually support what I'm writing. And oddly enough you can't provide copy of all our chats, despite everything are being saves. And the reason you won't provide a transcript of all my chats with you, are probably because it supports my claims.

If you don't save the chats, then how do you know about the VPN?

Provide full transcript of our chats and prove me wrong.

Also, the chats I had with support where I said I used VPN, happened before I won and before I got approved for withdrawal. So you knew about it when I deposited and when you approved me for withdrawal WITH all my danish information.

Still "funny" how you only choose to enforce the VPN rule after I won, not all the times I made a deposit.

The way you choose to close your eyes when I deposit to your site and only choose to ban me after I won and made lots of deposits.

Great business model for you but it's cheating and fraud.

Why not just pay me my winnings and be done.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Billee,

Following a thorough review of the case and the supporting evidence provided, we will now proceed with rejecting this complaint. There is no clear evidence indicating that a casino representative permitted the use of a VPN. We have carefully reviewed all chat records and transcripts between you and the casino.

Thank you for your understanding. I am genuinely sorry that we were unable to assist you more effectively in this particular situation, as our goal is always to help players resolve their issues whenever possible.

Please note that you are always welcome to contact us again should you encounter any problems with this or any other casino in the future. Whether you have a question, concern, or a new issue that requires review, our team is here and ready to assist you.

Kind regards,

Jana