The player from Denmark had had issues with a withdrawal request due to repeated requests for the same information from the casino. After having provided all the necessary documents, the player's withdrawal request had been processed successfully. The Complaints Team had assisted by explaining the importance of the KYC process and ensuring that all necessary steps had been taken. The issue had ultimately been resolved and the player had received his payment.
Dream.Bet Casino - Player's withdrawal is delayed due to repeated information requests.
Amount: 34,000 kr.
Dream.Bet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
Dream.Bet Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hello, I have requested a withdrawal of my money but they keep asking for the same information over and over. I keep sending it repeatedly without receiving a proper response. I am a VIP member with them and I feel like I'm getting treated poorly. This is really frustrating.
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10 months ago
Dear umer07,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you cannot withdraw because your account hasn't been verified yet?
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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10 months ago
Translation
Hello. Yes, I have sent all the necessary documents. whh hours
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10 months ago
Thank you very much for your reply, umer07. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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10 months ago
Translation
Hello. many thanks for the help. I have received my payment. whh hours
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10 months ago
Dear umer07,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
