Dreams Casino - Player’s VIP status has been changed.

Because I have won some at this group of casinos, now my acct has been stripped of account status, benefits such as use of bonus codes, although I’m still getting emails daily from each of them, any cashback or benefit and I asked 2 people in chat, one person just went away altogether and wouldn’t answer, the other person said at first it was a computer automated feature they were looking at getting fixed in the near future but then stated later in the chat that I was basically beating the casino so they took away my privileges. How is this fair? I didn’t do anything wrong. Don’t they run the risk of losing money just like I do when they enter this business? I’m getting punished for having a few winnings, all of which have not been paid out!! I think this is wrong. If we have to follow their T&C then they should have to do the same!

I want my winnings from the other casinos and not another dime from me will they get but this is wrong! I have the chat screen messages too.

Dear Ehop1009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation properly.

Could you please specify how long exactly have you been playing in these casinos? Have you passed the KYC verification? Do I understand correctly that you have not withdrawn anything from any of these casinos yet?

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

Veronika

I’ve been playing a few months at these casinos and I have all my verification in and I have not withdrawn from this particular casino but I still cannot use their advertised bonus codes nor am I the same status as I was just a few days ago.

Thank you very much for the information. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not. I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.

Best regards

Veronika