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

On October 20th I deposited $75 and received the coupon JACKPOTHUNTER which I believe was 300%. After meeting my wagering requirements I won $820.93. I have emailed my documents at least a half a dozen times yet they are telling me they have not received my proof of address. I have even sent it via text. So until they approve these documents, I don’t have the option to cash out.

Dear ladydi53,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes the proof of address is all they need. I sent them an electric bill, a gas bill and a cable bill last evening. They are saying they need to see 4 corners of the bill and that’s exactly what I’m seeing from my end.

Thank you very much, ladydi53, for your reply. Have you been advised what format (JPEG, PNG, PDF) should be used when uploading your personal documents?

They want an actual photo which I have provided several different times

Thank you very much, ladydi53, 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.

Thank you very much!

Hello ladydi53,

I looked at your complaint and will do my best to help you. I would like to invite Dreams Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello,

This is Shawn C***** with the Documents team.

Thank you for sending all the documentation required to verify your casino account. Your account has now been verified and updated. For further assistance regarding your withdrawal, please contact our customer support team via live chat.

Regards,

Shawn C*****

i received this updated email from them.

Dear ladydi53,

can I consider this case as resolved, please?

i don’t want to close this case just yet. I have not received my money to date. I requested a withdrawal 5 working days ago via wire transfer and the money was back in My account today. So I requested a withdrawal for $820.93 via Bitcoin so we will see what happens.

Of course, just let me know when you'll receive your winnings, please.

Greetings all,

I reviewed the situation and it had been denied once again due to lack of payout method. The good news is it appears that you completed the necessaries for Bitcoin withdrawal and they were approved and posted to your account this morning.

I'll go ahead and see what I can do to expedite things for you ladydi53.

Best wishes,

Nick and Dreams

I have not received my winnings via Bitcoin?

It’s been 5 business days today and still have not received my winning!!

Hey all,

Just confirming that payment was made via Bitcoin on the 25th of November, I have checked the provided crypto address and can see that the funds arrived safely.

Best wishes,

Nick and Dreams

Yes I have received the money via Bitcoin!

Dear ladydi53,

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 Casino.Guru