Dream.Bet Casino - Player faces withdrawal issue due to rollover.

Hi I opened an Account with dreambet & when I tried to withdraw €2500 & they rejected it over a rollover which i did not know i had as i declined a bonus. I told them i did not want to continue gambling as i said it was getting out of control they still have not suspended or blocked my account.

Dear milltree18,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and a casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Did you decline the bonus before or after making the deposit?

Thank you very much in advance. 

Best regards, 

Dominika

I have told them I wanted to close the account as I feel my gambling was going to get out of control. I asked them to suspend or block the account so I could not continue to gamble & to then process my withdrawal of remaining funds. I have done everything I can so can you tell me what they are expected to do under the rules of their license please.

I declined a bonus when depositing.

They have now suspended my account but won’t answer me about withdrawing my funds of €2500. When I go on live chat they say I need to ask via email as they are a different department. What are the rules when you close an account by self exclusion??

Dear milltree18,

I have checked the terms and conditions, and this is what I found: 

"7.3.12 Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, Dream.bet reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee."

It means that if you have deposited €10 you need to place bets in the amount of €50 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend contacting the casino and following the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about more information regarding the cost of transaction processing.

Could you please share your communication with the casino regarding the account closure request and the account suspension? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

After 6 Days of countless messages & emails they have agreed to process my withdrawal

Dear milltree18, thank you for the information provided.

Do you need any further assistance, or can we consider this case resolved?

It’s been resolved thanks

Dear milltree18,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free 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 https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru