Dream Vegas Casino - Player’s account has been closed and winnings have been withheld.

I been in the dream vegas casino since 2023 dec.

I didnt know i couldnt play with them

They never said anything

I never gived them any false name.

So they should of close my account but instead they kept sending me some bonus offer

So i ended up playing

On the 1st of july i won 7700

They didnt pay me that money and told me i was blocked from this network from a self exclusion of an other casino of the same network

But when i was losing they wouldnt close my account only when i won the amount.

When i won my account was at 9500. They paid me my initial deposit of 1800 but never paid me my winning

So i thought i was ok to play in their casino and losing was never a problem. Just untill i won some money then i wasnt able to collect my winning and then they closed my account. Also i been with them for over 6 months and they kept sending me promotion emails

So no matter what i did. I had never 0 chances to ever win anything with them because they would of never paid me. But they made me lost previously. This isnt fair at all

So if i kept losing they wouldnt of said anything but as long as i win they would of refuse to pay

They always knew my information

Dear michaelgiroux688,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please confirm if you ever requested to be self-excluded due to gambling problems from one of the casinos belonging to White Hat Gaming Limited? The list can be found here:

https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=633683dc-daea-49e5-9a7e-da843d38e7de&details=1

Based on the rules of the MGA license, players' accounts would be suspended across the entire platform if the reason for the self-exclusion was gambling addiction.

"(4) Any exclusion implemented in terms of this article shall be offered:

…

(b) Across all the means by which the B2C licensee provides its services, and, optionally, but not alternatively to the latter, across one or more websites and, or one or more remote means.

…

Provided further that, in the event that a player has been excluded by the B2C

licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee"

If you have been self-excluded, you should not have been able to register and play in a casino belonging to the same operator. From our point of view, you are not entitled to your winnings since, as a self-excluded player, you should not have been able to play, and therefore, not win or lose. We consider the casino's decision to return your deposits appropriate.

Please let me know if there is anything I might have overlooked.

Thank you in advance for your reply.

Best regards

Veronika

So then its ok for them to let me play for 6 months? And then sending me offer email? Taking my money when i lose and not say anything

Only mentioning it when i actually win

How is this appropriate?

If they would of kick me out right away yes i agree with you but they waited 6 months. Was never an issue taking my money

They only close my account when its convenient to them. If i would of lost that night instead of money i wouldn't of see 1 dime back.

Have you passed the full KYC verification in Dream Vegas Casino? When did you send your documents to be verified?

Did you use the same personal details, including your name, surname, date of birth, and country, as well as the same email address and phone number as in your other accounts that are self-excluded?

Do I understand correctly that the casino refunded you all the deposits you made?

I sent my documents when i won some money in july and wanted to withdraw the winning

Yes all the same information are the same.

Except my email because i have more then 1 email. They refunded me the deposit of that night. Dosnt matter they need to pay my winning. Obviously if i knew i woudlnt of pmay with them and if i kept losing they would of pocket the money

When exactly did you request to be self-excluded from a different casino belonging to the same network?

Honnestly i dont know

Could you please specify how much money you deposited into Dream Vegas Casino from the date you registered? Is it possible that you requested to be self-excluded from a different casino belonging to the same group during the time you were already playing at Dream Vegas?

Also, please forward me all the communication with the casino customer support that could be relevant to the investigation of your case at veronika.l@casino.guru.

I think i deposited around 2000. Im not to sure. They closed my account so i cant see all these details. .i would like to find a lawyer to be honnest that deal with that

Kind of isssue. Its hard to find one

To be honnest i realy dont know wich casino it is and when i did it.

I will send you some screen shot i have on your email thanks

Do you at least know some lawyers that deal with these kind ot things?

Could you please send me this conversation between you and the casino as a full email thread, not only as a screenshot? My email address is veronika.l@casino.guru.

Thank you very much, michaelgiroux688, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear michaelgiroux688,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

Do you know any lawyers that could help me? Thaf deal with these kind of issues?

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear michaelgiroux688,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru