Dreams Casino - Player’s struggling to complete account verification.

Good day,

I've been trying to get my account verified since August 2022 on order to withdraw the USD100.

After numerous attempts of various emails sent to all email addresses available of the casino, my account is still not verified and I'm not able to withdraw the funds.

I've even tried to call there support+ but the line gives 1 ring then an engaged tone.

Really not happy about it to say the least and don't know what else to do or try.

Hope you could perhaps assist as my last resort.

Couldnt uploaded the screenshots of the various emails sent due to an error message from the site, but more than willing to forward them to you via email once you respond to my complaint.

Kind regards

Dear Sudadi777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus, please?

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

Hey Petronela,

I've only received automated replies from the casino since my initial email sent on 3 August 2022.

I've received 4 different reference numbers respectively everytime I've forwarded my KYC documents to them, with no other response received than that automated response with a reference number. LiveChat unavailable to follow up on the process with the casino too.

I understand that KYC is important part of the process as I'm playing with various casinos around the world.

But an excess of 4 months timeframe is ridiculous and absolutely unacceptable in the industry.

I've played using NDB FS, completed wagering requirements for the NDB FS as required and the bonus funds were transferred to real funds.

Ive accumulated winnings using real funds which I would like to withdraw as the withdrawal limit is no less no more than USD100.

Bit ever since August 2022 I couldn't request withdrawal from the casino due to KYC verification of my account which been attempted to be processed ever since then.

If there's any further information you need please don't hesitate to contact me immediately regarding this.

Awaiting your feedback and favorable response soonest.

Thanks in advance for your assistance.

Kind regards,

David B****

Thank you very much, Sudadi777, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hi Petronela,

Hope you're doing well and that you had a great festive season with your loved ones.

Thanks for your feedback.

I shall wait on Adam's response then and if he may need any further information please don't hesitate to contact me regarding it.

Thanks for your good wishes, I also believe that hopefully we should get some response or feedback from the casino through your assistance and that this matter would be resolved soon.

Enjoy the rest of your weekend and all other the best for your year ahead.

Kind regards,

David B****

Sudadi777

Hello Sudadi777,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Dreams Casino to join the conversation and participate in the resolution of this complaint.

Dear Dreams Casino,

Can you please provide an update on the status of the player's verification? Is there a reason for the delay?

Kind regards,

Adam

Good day Adam,

Thanks for your response.

I've noted on the content thereof and that you've contacted the casino to see if you could get any feedback or update from the casino.

Awaiting on their feedback then and your response when it's received from them.

Thanks for your efforts and assistance herewith.

Kind regards,

David Botha

Greetings all,

I had a look and managed to locate the submitted documents and had them reviewed for you Sudadi777, they are now approved and your account is verified. We still need a method of withdrawal for you to receive any funds however, perhaps just post your Bitcoin address here and Adam can hide the post from prying eyes. We'll see if we can get Bitcoin as the withdrawal method for you. You'll also still need to request the funds for withdrawal within the system.

Best wishes,

Nick and Dreams

Thank you for your response and for your assistance, Nick and Dreams Casino.

Dear Sudadi777,

Thank you for the update on the situation. Please let us know when the payment has been received and we will close the complaint as 'resolved'.

Kind regards,

Adam

Hey Adam,

I shall keep you updated on the status thereof and confirm once received.

Thanks again for your efforts and assistance herewith.

Kind regards,

Sudadi777

Hey Adam,

Today is the 7th day since I've requested the withdrawal in the casino system.

Until now it wasn't approved as yet.

I shall keep you updated herein.

Kind regards,

Sudadi777

Hello Sudadi777,

Thank you for letting us know, we will allow some more time for the withdrawal to be approved, and hopefully you will receive the payment soon.

Kind regards,

Adam

Hey Adam,

Trust you're doing well.

No problem at all, it's surely understandable that you will allow some more time for the withdrawal to be approved.

The only reason why I've let you know about the status of the withdrawal is because the casino mentioned as per their terms & conditions estimations, that withdrawal requests will be approved within 7 days after a withdrawal request has been submitted.

However, I shall keep you updated on the status hereof.

Kind regards,

Sudadi777

Good day Adam,

Trust you're doing well.

Adam, within the next day it shall be 2 weeks already since my withdrawal request was submitted within the casino system and my BTC wallet address shared with Nick via CasinoGuru.

As per their T&C's received when I've submitted my withdrawal request, all withdrawals will be approved within 7 business days.

Please see attached screenshot thereof for your reference.

After about 2 weeks have passed already, my withdrawal request has still not been approved even though it's escalated / prioritized via Nick.

Not being funny or anything, but I play with numerous online casinos on a regular basis and most of the casino's estimated withdrawal times are on point.

But for 1 or another reason, it seems to me that Dreams Casino makes a habit thereof to cause unnecessary delays on purpose.

Or maybe it conveniently just form part of their day to day operations to purposely delay everything.

Initially my KYC verification process took more than 4 months to be completed once Nick thankfully assisted via CasinoGuru.

Now the withdrawal request is still not approved, even after twice their given timeframe has passed already.

Could you kindly please advise on how much more time will you allow for the withdrawal request to be approved, since we already about twice the time given by their T&C's.

Awaiting your urgent feedback and favorable response soonest.

Kind regards,

SUDADI777

Hello Sudadi777,

We do normally recommend allowing up to 2 weeks for a withdrawal to be processed.

Dear Nick and Dreams Casino,

Can you please provide an update on the situation?

Kind regards,

Adam

Greetings all,

We have some progress, the requested withdrawal has been reviewed and approved. We should see it go out via Bitcoin quite soon. Let us know when that comes in Sudadi777.

Best wishes,

Nick and Dreams Casino

Good day Nick,

Trust you're doing well.

Thanks for your response to the status of the withdrawal requested and confirmation of the approval thereof.

Nick, do you perhaps mind to give me some indication by when to expect the Bitcoin to come into my wallet please.

I shall definitely keep you updated on the status of the withdrawal and confirm once received.

Thanks for your assistance and all your efforts herewith.

It's much appreciated.

Kind regards,

Sudadi777

We should see it go out via Bitcoin quite soon - guess I should expect the Bitcoin at ant moment. 😏

As you've confirmed, the withdrawal is approved , and we should see it go out via Bitcoin quite soon.

Looking forward for the Bitcoin to reach my wallet within the next day or so, as all transactions are rapid and happen almost instantly.

Awaiting your urgent feedback and favorable response soonest.

Kind regards,

Sudadi777

Greetings,

Looks like it went out a few minutes ago, I've just confirmed delivery in Blockchain Explorer.

Best wishes,

Nick and Dreams Casino

Hi Nick,

Trust you're doing great.

Thanks for your response and confirmation of payment made via Bitcoin.

I've quickly checked, nothing has landed in my wallet as yet but guess it might take some time still as it may need 2 or more confirmations on the block chain.

However, I shall monitor it and confirm receipt thereof once the Bitcoin reflects in my wallet.

Thanks a million for your assistance and all your efforts made herewith, its much appreciated 😏

Keep you updated.

Kind regards,

Sudadi777

Good day Nick / Adam,

Trust you're doing great.

Just to quickly confirm, I've received my withdrawal yesterday evening in my Bitcoin Wallet.

Thanks a lot Nick for your assistance and efforts herewith, it's much appreciated.

Adam, thanks a lot for your assistance to try and resolve this matter successfully, which you've indeed managed to. You can go ahead to close the case.

Thanks to all relevant parties for resolving this matter.

All of the best to you.

Kind regards,

Sudadi777

Dear Sudadi777,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam