Dreams Casino - Player's winnings have been restricted.

It turns out that I deposited the indicated $12 to verify my account, but after a few hours, my withdrawal of $2000 was cancelled and $12 was returned to my wallet, which was less than what I deposited. Customer service informed me that with the welcome bonus, Mexican players are restricted from withdrawing winnings with a no-deposit bonus. I should mention that I met the rollover requirements properly. This was the first coupon I redeemed and I verified my account.

Dear caball6901,

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

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

• Could you please explain whether you entered the information regarding your country in your player profile before accepting and playing the bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

What will surprise me the most is how they are not good at saying that I will not be able to withdraw anything for so long waiting for this

Have you entered your personal information into your player profile before you activated the bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear caball6901,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.