Dream Vegas Casino - Player’s maximum withdrawal was reduced. We closed this complaint as unjustified.

Without notice they dreamvegas casino reduced my weekly withdraw limit from 15K to 5K, I emailed them and they increased it to 10K but still dreamvegas should not reduce player’s withdraw limit, at least they need to inform the player! I have credit in my account that will take several months to withdraw, if you are a high I advise you to stay away from dreamvegas casino because of the low weekly withdraw limit which will end up that you playing your winnings till you lose it!

Dear Omar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have also looked into the casino’s terms and conditions (https://www.dreamvegas.com/en/terms)and I found this:

"• Unless otherwise agreed in writing, the maximum you may withdraw in any week is 5000.00 EUR - Weekly. VIP players may be eligible for a withdrawal limit increase."

Based on this information we are currently unable to help you with your problem as the casino clearly states the maximum weekly withdrawal limit. The casino most likely reduced your withdrawal limit because your VIP Level was reduced. Is there anything else we can help you with?

Best regards,

Nick

Dear Omar,

We are extending the timer by 7 days. Please, be aware that in case you fail answer us in the given time frame, we will reject your complaint.

Dear Nick

I am aware that the initial withdraw limit is 5K at dream vegas. My account manager informed me about the limit increase from 5K to 15K in Jan 2020. The problem is that the weekly limit was reduced to 5K suddenly and without informing me.

I only found out that my weekly limit was decreased when I was trying to withdraw.

No transparency.

Thank you very much Omar for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Omar,

I am very sorry to hear about your issue. I will do my best to help you.

Dream Vegas Casino, could you please shed some light on this case? Is there any reason why the limit got reduced and the player was not informed about it? Thank you very much in advance for your reply.

We would like to ask the Dream Vegas 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’.

Hi and thank you for your feedback,

As you are aware by email previously we are reviewing each withdrawal limit on VIP's on a 30 day basis.

As there had been no activity for a longer period of time we deducted the withdrawal limit to 5,000 € as is our standard weekly withdrawal limit. When you started to play more frequently again we increased the withdrawal limit to 10,000 € and increased further to 20,000 € on 14.08.2020.

We hope this resolves the complaint and you are happy with the outcome.

Br,

Jay

Hi Jay

I was not informed that my weekly withdraw limit will be decreased.

i was not informed that the withdraw limit is reviewed every 30 days. The last time when my withdraw limit was increased to 20K which happened 14 August 2019 this was the first time to be mentioned that the withdraw limit will be reviewed again in 30 days.

Dreamvegas casino neither informed me about the 30 days weekly withdraw limit review rule (that again was only communicated last month) nor most importantly that my weekly limit will be decreased, which is not acceptable.

Why there was no transparency from dreamvegas casino? Why you did not inform me about the limit decrease ? Is it okay for a player to suddenly know that his withdraw limit is decreased without any notice?

I am very sorry Omar, but there is no rule that the player's withdrawal stays the same, neither the VIP level. Section 9.3 Withdrawals says: VIP players may be eligible for a withdrawal limit increase.

As my collegue Nikolas mentioned the basic withdrawal in terms says 5000.00 EUR - weekly. I am afraid there is no much we can do and we are forced to close this compalint.

Based on the information from terms. Should you remain dissatisfied in relation to a dispute, you have the option to escalate the matter externally via ADR providers, eCOGRA. A process description of the eCOGRA ADR service is available here: http://ecogra.org/ata/policies_procedures.php

Hi Zuzana

There is no rule that every 30 days the withdrawal limit can be reviewed or decreased,

Dreamvegas did 2 things that don’t adhere to rules:

1) reducing the withdrawal limit, again no rule says they may/can reduce the withdraw limit.

2) they reduced the Withdraw limit without informing me!

Is that legal in your professional Opinion?

I am very sorry Omar but even the casino could or should inform you about the change in withdrawal limit. We have no right to punish them and you are not entitled for any refund.

Loyalty Programs are managed by the casino exclusively and we don’t have the competency to change it or do something about it. The casino has the full right to decide the rules for its loyalty program. I’m sorry we couldn’t help you to resolve this situation.

out of transparency dreamvegas have to inform me if the withdraw limit will change.

Reducing the my withdrawal limit without informing me is not legal for 2 reasons 1) it is not mentioned anywhere in the rules that the withdrawal amount will be reviewed/decreased every 30 days

2) any changes on have to be communicated to the players (which didn’t happen too)

My question is: does the dreamvegas casino have the right to do any changes without informing the player given that those changes are not mentioned in their rules ?

I am sorry but I am forced to close this complaint now. From our point of view loyalty program as the increase in withdrawal limit is fully on casino decision (means can be changed anytime) and they only guarantee basic withdrawal limit 5000 € weekly as clearly stayted in terms.