Dream Vegas Casino - Player’s struggling to withdraw his winnings.

I tried so many times withdrawing from my cash balance at Dream Vegas thru "mastercard"same method I deposit before but always says my withdrawal transactions are not permitted always. I don't have bonus balance.

Their responses says withdrawal method not allowed in the future, talk to my bank, manually update my bank details.

First, I go to my bank, bank says no problem, I ask banking details and send to them through email a certificate/ letter to dream vegas with my bank account and hoping they could manually withdraw it and deposit to my account and yet no replies.

Second, manually updating my bank account details in My Accounts section in casino account as an alternate payment method is asking for an IBAN, in my country Philippines banks are using Swift code and everytime I try to input it says invalid.

I chat with the support says they are not allowed to withdraw on my casino account, also the accounts team is not responding.

Since I could not get a clear action, Is

there any possible solution for this issue before lodging a complaint to the authority?

Dear Bryan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that variety and accessibility of payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence. I would suggest contacting the casino and find out which payment method would be suitable for both sides. If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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,

Petronela

Dear Petronela,

I tried again to resend my email last June 12 to DV and a senior support replied to confirm the receipt of my documentation, only just to allow some time for them to look unto it,

and says maybe some documentation is needed and be contacted via email. 

I hope there some progress soon, thanks for your help.

Kind Regards,

Bryan

Dear Bryan,

Thank you very much for your quick reply. Please keep me informed regarding your account verification and withdrawal. I will set the timer for 7 days and wait for your update patiently.

Hi Petronela,

Just to inform you, I sent followup email last June 17,2020 to Dream Vegas asking the status of my withdrawal of 5000GBP yet until now no response.

They have already the bank certificate sent 4 times on June 08, June 10, June 12 and June 17, 2020. Still unresponsive.

Regards,

Bryan

Thank you very much Bryan for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Bryan,

I looked at your complaint and will do my best to help you. I would like to invite Dream Vegas Casino into this conversation. Is there any possibility to paid out player’s winnings to mastercard? If you can’t accept mastercard withdrawals, please suggest some other payment method suitable for you.

Hi Viliam,

Thanks for your support,

actually my debit master card is still active and they have all the details, if DV could restore that payment method try again would be better but if not I have other bank account using my visa debit card once I used it to deposit before in DV casino account but it was not allowed by the system to withdraw funds, system is looking for the first one(master card) they have all the bank details. Currently the system reset to ask new bank detail but the problem could not input the IBAN, my country uses Swift code, it says invalid. Please advise and I highly appreciate your help.

Regards,

Bryan

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 Viliam,

This to inform you my withdrawal in DV is processed already last June 26,2020, I provided my other bank account with an IBAN, but I have to wait 3-5 days, I'll inform you again if I will receive the money.

Thank you

Thank you Bryan for information and I really hope that you’ll receive your winnings. I’ll extend the timer by 7 days, let me know if anything changes regarding your case.

Hi Viliam,

unfortunately my withdrawal again is not succesful, I received email from DV the other day June 29 asking other bank account/banking details based in UK which I provided immediately. Now process back from start, I have to wait again for their reply.. Thanks

Hello Bryan,

is there anything new regarding your withdrawal request?

Hi Viliam,

I have follow up email today to dream vegas reminding about my withdrawal, attaching the same document statement of accounts of my bank with details, but as usual a support rep. named steve response like this;

Steve (Dream VEGAS)

Jul 8, 2020, 3:31 AM UTC

Hi Bryan

Thank you for contacting Casino Support. We would like to confirm receipt of your documentation. Please kindly allow 1-2 business days for the review thereof. We thank you for your co-operation in this regard. If any more documentation is needed, you will be contacted per email. 

Should you require any further assistance, please do not hesitate to contact us via Live chat or email.

Kind Regards, Casino Support

So frustrating, eversince I gave them more payment options, starting from my bank in Philippines mastercard debit or bank transfer with Swift Code, also they can pay me GBP through TransferWise with IBAN UK account(given to them June30,2020), they can pay me either in my Paypal, Skrill or Netteller account all they need only is my email.

Since withdrawal before already accepted using transferwise but due to misinformation, the money rejected by TW because I use euro account(GBP can be accepted only in TW UK account) my casino account now is empty they got the money. But after that I give them alternate bank account in TransferWise UK account they can use that for payment if payment is from UK.

I dont know why it so quick to make deposits in casino but withdrawal take so long. If they can receive international deposits why cannot pay international also? just expressing my sentiments to the situation.

Thanks,

Dear Bryan,

Did you already get your winnings? 

Viliam,

No, I did not received anything even my followup emails sent, no more response from Dream Vegas.

Viliam,

Hi! Just to inform you, I received the payment of my withdrawal.

Thanks

Dear Bryan,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam