Dreams Casino - Player’s struggling to withdraw her winnings.

I took their no deposit bonus at dreamscasino. I played that bonus money according to their rules as many times as I needed to. That bonus turned into real money, 98 usd and something small, and now I'm having a problem with them that they don't want to pay me even after verification because my country (Croatia) doesn't have the right to it. They didn't inform me about it beforehand and gave me a bonus. I spent my time and everything to make money and now they don't want me pay . I'm asking for help. I am sending you few proofs. It says it is withdrawable.

Dear Rejo556,

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

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

Could you please advise if your account has been fully verified already? Have you redeemed any Free Bonuses in the past? I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.

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

Best regards,

Petronela 

Thank you for your answer. I am stil waiting for them to verificate me. They told me that the verification can take up to 72 hours, now it is the 3rd day. When they verificate me I will let you know. I had a live chat with the casinos operaters and all of them told me that I can not make a withdrawal/cashout because of my country, so I asked them than why did you gave me the bonus if I am not allowed to make a cashout even if I followed all of their requirements and I wagered it as they requested. They recently closed the chat after my question. I had followed all of their rules, now it is their turn to be fair to me. I hope that they are going to verificate me and let me make a withdrawal as I earned it hardly and worked for it. I hope everything will be solved. The thing I really can not understand is if I am not allowed from Croatia to make a withdrawal then why did they gave me the bonus. I followed their every rule.

I never had redeemed any bonus before in the past. That was just the only one bonus

Thank you very much, Rejo556, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello Rejo556,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Greetings all,

Indeed Croatian players are allowed to deposit and play in the casino but they are not entitled to free welcome chips according to our terms and conditions. However, if we can sort the rest of the necessaries here I should be able to get you paid Rejo556. As you say, you shouldn't have been able to redeem it in the first place, fair is fair.

I've reviewed the situation and there are a number of issues here, firstly the minimum withdrawable amount in the casino is $100, your current balance is below that. You will need to play the balance back up to $100 ($100 is also maximum cashout amount for the chip in play for the record). Secondly the documents you submitted were not sufficient for account verification. We will also need a valid method of payout on file for you so we have somewhere to transfer the funds. I would suggest contacting support and getting all of this sorted first, if you need additional assistance I am happy to help.

Best wishes,

Nick and Dreams Casino

As I uploaded the photo of my ID document here and sent to them too on their mail and chat support and explaind the ID (that my ID is in process of making but I do have a paper with seal that proofs by my country and law that I am not lying) and the utilitiy bill things (I am unemployed and do not have any income and in the house and around the house every bill are paying my mother or girlfriend) the casino still do not want to verificate me.

Dear Rejo556.

I understand the problems you have. If I may, I suggest you try to play with your balance to see if you can get over $100 because the casino doesn't process lower amounts. After you succeed, solve the issues with the ID and utility bills. (because there is a possibility that you will lose the money when you start playing again)

Greetings all,

Until the documentation is on file we won't be able to move forward on this, as to the utility bill as proof of address if you can get a signed statement that you live at the address on file as well as a utility bill in the name of the individual who legally lives there and a copy front and back of their ID that should suffice. The ID for you needs to be the actual ID card I'm afraid, not the documents stating you have applied. Once that comes in we should be able to tie it all up for you.

Best wishes,

Nick and Dreams

Dear Rejo556.

Could you please tell us when you expect your new ID to arrive? And could you, meantime, prepare the other necessary documents Nick mentioned?

In my country because of the corona virus is pandemic and we do not have to extend our ID by the law. But I did and got this cartoon documenbt that is valid. I think that the casino should accept it

Dear Rejo556.

I understand your frustration, but a casino can't verify the document you have. They are accepting players from many countries. If every player could substitute the national ID (possible to verify quite easily) with confirmation from the government written in the local language on paper, it would be impossible to detect fraudsters.

I am very sorry, but you must wait until you get the new national ID.

(In my country, this takes a maximum of 30 days, so it shouldn't be so bad)

Okay. When I do it I will let you know

Perfect, thanks.

Dear Rejo556,

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.

Dear Rejo556,

Did you get your national ID? Do you still have trouble with the KYC?

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.