Dreams Casino - Player’s winnings have been confiscated.

The casino refused to pay my winnings because they said I played blackjack with my bonus... It was a no rules no playthrough bonus. Which was not the 1st withdrawal I tried to make. .. they told me that they couldn't see my documents clearly, then I couldn't withdraw using Bitcoin because I did not deposit with Bitcoin . But then I mad a deposit with Bitcoin but when I went to withdraw another time I was told I couldn't withdraw that time because I had not made that winning deposit with Bitcoin .

Hello Shelley,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you specify which bonus have you activated? You can post the bonus link here when replying.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Dear Shelley,

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.

Yes I was very displeased with my experience.. anytime there was a game that was restricted from a bonus, that game would stay locked!!!

Shelley, it is always better to be stopped from playing bonus restricted games, than when casinos allow players to play any game and then confiscate their winnings for it. Correct me if I am wrong, but I believe that your initial issue was with withdrawing your bonus winnings. Could you please clarify, if this issue still persists? Or is there anything else we could help you with?

Yes, the very 1st time I tried to withdraw my winnings I sent in the "required documents" and then was asked to send them again and again and again.... Then the 2nd time I was trying to withdraw my winnings, I was withdrawing with Bitcoin.... Then I was told that I couldn't withdraw using Bitcoin because I had never made a deposit using Bitcoin, then I was told that I had to get a bank account with a swift code...then I made a deposit using Bitcoin and I didn't win anything, but I made a deposit about a week later which was my last time trying to withdraw, but was told at 1st they needed my documents again, credit cards and ID.. then I was told that I could not withdraw with Bitcoin because my deposit was not made with Bitcoin, then I was told that my withdrawal was denied because I played a restricted game... If a game was restricted, then it should stay locked like the rest of the casinos do..

Could you, please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much Shelley for your emails. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Shelley,

I looked at your complaint as well as the forwarded e-mails. I’ll contact the casino and try my best to resolve the issue.

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

Dear Dreams Casino,

Please clarify the situation and provide supporting evidence. You can forward any relevant information to my e-mail (andrej.p@casino.guru).

Greetings all,

It is correct that when redeeming a coupon of any variety the rules of the coupon itself are in place for the related funds until after the funds are approved for withdrawal. This means that if you deposit using a deposit coupon which does not allow table games no table games are allowed until after the casino's portion (the contributed bonus amount) has been removed from the system using the standard withdrawal procedure. Once the withdrawal has been requested and approved these funds can be withdrawn as cash then re-deposited by the player or requested for re-deposit into the casino as cash and played as desired.

In this particular situation all of the funds in question have already been cancelled by the player and played back into the casino, under normal circumstances I would review the play and requested withdrawal and see if there was a way to seek approval and payout in spite of the circumstances. Unfortunately with no funds in the system there is little I can do to assist.

Best wishes,

Nick and Dreams Casino

Did u recieve my emails?

Thank you, Dreams Casino representative, for your reply.

Dear Shelley,

Do I understand correctly that you have played your balance down to zero in the meantime? If that’s the case, I'm afraid there’s not much we can do.

Dear Shelley,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will have to reject your complaint.

Unfortunately, as we believe that the player had played her account balance down to zero and as she has stopped responding to our messages and questions, we’re forced to reject this case.

The player can reopen this complaint anytime.