Dream Vegas Casino - Player's withdrawal was cancelled.

Hi i request a withdrawal on 21st of February 2024 then 23th feb 2024 i received its says my withdrawal has been cancelled i write them message after that they have been told me they trying to send my withdrawal but its failed they asked me a bank statement to re process my withdrawal i send all evidence yesterday they send me that they not going to send my withdrawals and offering me a £200 to my gaming account and i can withdraw it all agent told me on chat your withdrawal will re process and I received a message from accounts team they will re process it please can someone send my withdrawal thanks !!

Thank you

I apologize. It seems my reply wasn't posted earlier.

Dear Raykov77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dream Vegas Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you provided the casino with alternative payment details?
• Has the casino responded?
• Which payment method have you used when depositing in the casino initially?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi there yes I provided them all necessary documents and no feedback from them they have been told me they was unable to process my withdrawal but i was able to make a deposit without a issue then they made a complaint without my permission and i received a message its says the email was sent by error but all the agents on chat told me they will re process my withdrawal

I can see the casino identified a breach of the maximum bet rule and confiscated your winnings as a result.

Are you aware of breaching this rule while playing with the casino bonus?

Could you please explain which bonus you activated and what were the maximum bets you played with?

hi they making a excuses my bet was under £5 so I applied all terms and conditions i received a message to send my bank details to receive my funds and after im getting this !

Kindly let me know which bonus you activated and share your bonus history with us so we may review it.

You can usually request a gaming history for a specific period from casino support.

Forward it to my email at tomas@casino.guru

Dear Raykov77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.