Dream Vegas Casino - Withdrawal of player's winnings has been delayed.

I wagered no deposit spins then after winning roughly 10 dollars I successfully wagered 35x to cash balance before i made 2763.25 cad they told me it was on the way everything looked perfect then got delayed then got an email saying it's reduced to 50 dollars and the rest gone they did not tell me if I put in cash I can pull out no problem I did deposit before on this site attached is proof

Dear hassanmmian,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

This is what they sent me after the withdrawal was already requested

Thank you for your reply, hassanmmian. Do I understand correctly that $50 has been returned back to your casino account?

I would like to emphasize that the vast majority of free bonuses have a maximum cashout limit. I checked the Bonus T&Cs and I found this:

10. Free Spins / Bonus Spins

10.1 No Deposit Free Spins / Bonus Spins

...

(ii) Unless otherwise stated, winnings from free spins are credited in casino bonus and are capped to a maximum of €50 . Winnings that exceed this amount will be removed from the account. Any play using free spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please, do not hesitate to let me know if there is anything else I could help you with or if I have overlooked something, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

But I wagered into less of and amount of a cash balance then I won the hight amount 35x and they did not say a word about anything the withdraw was pending customer service said it's all good to go then all of a sudden I got this email and easy work around would be me depositong some money then I know I would've got it but just to let you know I have deposited before into this casino I think and the deposit was 20 free spins no deposit on book of dead and their other network site successfully did my withdrawal called fire Vegas when I turned over bonus spins successfully so it's just all bill tbh

They should atleast let me hold the funds deposit cash then withdraw after playing not just confiscate the funds please if you can have a word with them have you seen my attachments both

I need escalation

It doesint make sense eg if they reduced it and gave me 50 back which was already converted into cash balance the 2718 left was already cash they should reach out before they confiscate not give false hope this is what the chat kept saying too I have all the screenshots

Btw I did reverse the withdrawal and win more then withdrew the cash if that helps it was fully a cash balance

Now also when I try to login this happens lol

After specifically stating I can still play on their network they are pulling some shady strings I tell you

Do I understand correctly that you have lost access to your casino account? Could you please clarify how much funds you had in your active balance when this happened?

2718

I gained access it was an internal error is there any way the casino can honour it in a gesture of good will the withdrawal because to be honest they messed up buy telling me rest assured it will be in my account many times then pulled this kind of thing they did not update me or tell me anything I'm pretty sure if I deposited 20 bucks then withdrew it it would be good to go yet no follow up just and ambushed I have deposited into this casino before by the way I have all the screenshots for you to view I hope you are going through the chats and screenshots have a blessed day

I am sorry, but a successful withdrawal request doesn't automatically mean that you are eligible for all winnings. Actually, the vast majority of online casinos check the player's gameplay after the request has been made and winnings are very often capped after this review. I am afraid that we are not able to help you in this situation as the casino reduced your winnings in compliance with their bonus T&Cs.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.