Dreams Casino - Player’s bonus winnings have been voided.

I won $50 on free spins. I satisfied the playthrough, requested my $50 withdrawal and passed all the verifications. I was required to deposit $10 to verify my bitcoin account, which was in turn added to the $50 withdrawal request. So I waited 24 hours and contacted the casino via live chat. Sean Snow informed me that I would not be receiving my money due to too many free chips redeemed in a row. I was actually playing all of the free spins I received in the last month.

Why was I not warned, as I was playing all of the spins I have been awarded?

Dear finngrl1965,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

NO DEPOSIT BONUSES (FREE CHIPS, FREE SPINS)

Unless stated otherwise, all No Deposit Bonuses are subject to the following Terms and Conditions:

2. Players are not allowed to redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw winnings from the second No Deposit Bonus.

Regrettably, we cannot provide further assistance in this case if you have redeemed multiple consecutive free bonuses. It is important to note that many casinos have such a rule, and we always advise players to thoroughly read the general terms and conditions of bonuses to avoid any misunderstandings.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

So what about the $10 I had to send to verify my bitcoin account? Do I just lose that?

Was it successfully credited into your casino account, please? How much is your active balance now?

Dear finngrl1965,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

I'm sorry I let the time lapse on this. I just lost my mother due to cancer. As you can imagine, this is a very difficult time for me. I do wish to re-open this complaint, however.

Thank you, finngrl1965, for getting back to us. Was the $10 successfully credited to your casino account, please? How much is your active balance now?

Dear finngrl1965,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint again.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.