Dreams Casino - Player's winnings have been unjustly capped.

So l had a free play with 100 dollar max cash out,l played the wager all the way through,so then l cashed out the 100 dollars,and when l was cashing out they needed me to purchase 10 dollars worth Lite Coin,so l purchased 17 in Lite Coin so l could play a little more,so with the extra l had left l played and won $200.02,when l went to cash out they took it from me,and said it was for the bonus for the first cash out

Dear brianaedwards1969,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm that after you wagered the free bonus, your winnings have been capped at 100$ and the remaining balance was confiscated?

Did you deposit the 17 LTC only after your bonus winnings were capped?

Am I correct in understanding that after you fully wagered your deposit, the winnings were capped again for the second time?

Have you activated any other bonus besides the free coupon you used at the beginning?

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

Best regards

Veronika

I played the wagger all the way through,and played until l had 100 available to withdraw,and when l went to withdraw it told me that l needed to deposit 10 dollars in Litecoin,so l purchased 17 dollars worth off Litecoin,l sent all that was available in Litecoin to Dreams Casino knowing l would a some left so when l went back in l had credits,so l started playing what l had and got up to 200.02 which l went to withdraw and it disappeared,my original first withdraw was for 110,and when l asked what happened to the 200.02,here can you send me your email address because l recorded the who conversation concerning this incident,l have two conversations

Please send the conversations to veronika.f@casino.guru. Thank you for your cooperation.

I sent them to you veronika

Thank you very much, brianaedwards1969, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok,thank you very much

Dear brianaedwards1969,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Dreams Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Dreams Casino,

Could you please provide detailed information regarding this case, specifically clarifying the situation with the player's bonus and real funds? Additionally, I kindly request any relevant evidence to substantiate any of your claims. You can send the information to my email at jakub.m@casino.guru or via alternative channels such as Skype.

Thank you in advance for your cooperation and prompt response!

Best Regards,

Kubo

Greetings all,

I attempted to review the case however there is no player account in the casino under the provided email address, could you please provide your registered email address or username brianaedwards1969? I'll be happy to fully audit the situation and see if I can assist.

Best wishes,

Nick and Dreams

Dear brianaedwards1969,

It appears that there is no dot in the email address shown in the screenshot you provided. Please ensure accuracy when submitting your email address next time, as even small differences like this can affect verification.

Thank you for your understanding.

Dear Nick & Dreams Casino,

Were you able to locate the player's account in your system based on the email address shown in the screenshot? Do you have any updates on this matter?

Looking forward to your response.

Greetings all,

I have now located the account (thanks Kubo!), on review I see that the win was using a free chip with a $100 maximum cashout. Unfortunately no further funds can be withdrawn using this free chip. The max cashout ($100) was paid in full via Bitcoin on the 10th of January, within a few hours after request.

Best wishes,

Nick and Dreams

You know what,l cashed out on that,but l put bitcoin back in and played and won,you people are very very sneaky and underhanded,you are very well aware of what you did to me,l completed that whole bonus and transaction,and l put that extra money not fir you,but for me so l could play a little bit,it was seven dollars and l played it and l won period,it's just one thing after another,pretty sicking that you think people think everyone are stupid,but you can turn and tell the story however you you want,when you asked for 10 dollars and l sent 17 dollars the extra money was for me period,and why would l pay you extra,and the 7dollars was in my account after that transaction because it was mine,l played l won and you crooked me period......just pathetic,l know what happened,you people took control of my account and did transactions to make it look legit,do me a favor crooks,take my money and you know where to put it period,I'm done with all of the bullshit,you have a fine way of trying to make people look crazy,but l know who is crazy and so do you.KEEP MY MONEY,STEAL MY MONEY IT'S ALL GOOD,THE LORD IS MY KEEPER.l have nothing more to say.

Dear brianaedwards1969,

I completely agree with you, and from our perspective, you are entitled to the winnings. After fulfilling the wagering requirements for the claimed bonus and separating the $10 deposit, there was a remaining balance of $7.84 in your account. Using this real money, you grew your balance to $200.02. I strongly believe that these funds should not be subject to the bonus max win cap and should remain untouched.

Dear Nick & Dreams Casino,

Given these circumstances, I kindly request that you reconsider your decision and reimburse the player's funds, which were unjustly voided.

Thank you for your time and consideration.

Greetings all,

We are reviewing the situation internally, thanks to everyone for their patience and understanding.

Best wishes,

Nick and Dreams

Dear Nick & Dreams Casino,

Are there any updates regarding the internal review?

Thank you.

Dear brianaedwards1969,

I was informed externally by Nick that the confiscated funds have been credited back to your account. Could you please confirm this?

Thank you.

They put $193.17

$193.17 has been put back,but they are denying me Lutecoin withdraw,when that purchase was with Litecoin,that is a bunch of BS period

They are pulling their shit once again,they will not give me my money

Dear Nick & Dreams Casino,

Firstly, thank you for reimbursing the player's balance. However, could you please clarify why the player’s withdrawal requests are being denied?

I look forward to your response.

Hey all!

I'm not seeing any issue whatsoever actually, we have an approved withdrawal and a valid Bitcoin address on file. I have sent the withdrawal directly to the finance department for priority payment. That should go out in the following business days. Let us know when it arrives brianaedwards1969.

Best wishes,

Nick and Dreams

Thank you Casino Guru's for your help,and Thank you Dreams Casino.

Dear brianaedwards1969,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo