Dreams Casino - Player’s withdrawal has been delayed.

I requested a withdrawal for 501$ the deposit bonus was already taken out I requested the withdrawal on September 5th then hadn't heard anything back so I emailed them and got no answer so logged in and talked to live chat and was told it was approved to my btc address on october 2and that it would take 7 to 10 business days to receive the funds thso I've waited we are ed now past that still no email responses and live chat just says after 7 to 10 business days we send the payout to our payment processor after that how long it takes is on our payment processor not us. I've played at numerous online casinos and when it says crypto withdrawals take 1 to five days that's what it should take not 2 months to get told sorry now it's on our payment processors not on us.

Dear Rashoo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please advise if it were your first withdrawal in this casino?

Do I understand correctly, your withdrawal has been processed but never made it to you?

I truly 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 

Dear Rashoo,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"I did respond but your links in the emails rarely work"

Dear Rashoo,

If you’re still experiencing difficulties replying inside the official thread, please send me an email to petronela.k@casino.guru.  

OK thanks can u tell me what the casino has said

Dear Rashoo,

We didn’t contact the casino yet as you haven’t responded to my previous questions. Could you please assist?

-         Have you received any winnings previously from this casino?

-         Was the withdrawal processed but never reached you or it’s still pending inside the account?

Thank you in advance.

Dear Rashoo,

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.

Additional comments from the player:

"This is my first withdrawal and yes I requested the withdrawal on September 5th on October 2nd it was approved and processed from October 2nd they said 7 to 10 business days we are well past that every time I contact in through life chat I get told that they send our winnings to the payment processor and that then it is up to the payment processor to pay us that once they've sent our winnings to the payment processor it's out of their hands"

Thank you very much, Rashoo, 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.

Hello Rashoo,

I looked at your complaint and will do my best to help you. I would like to invite Dreams Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hey all,

This payment went out as Bitcoin on October 20th. Hopefully it was located and that's why the player hasn't replied for some time.

Best,

Nick and Dreams

Dear Rashoo,

can you confirm that you have received your winnings?

No I have not recieved it

Rashoo, still haven't got your money?

No I have not

Dear Nick,

player stated that he still hasn't his winnings. Where is the problem, please?

Hey all,

I honestly couldn't tell you, I have had the requisite department check (then and again now) and there is confirmation of receipt on the crypto address provided.

It's been paid as requested and received on the other end, not sure what else I can do from here.

Best,

Nick and Dreams

Dear Rashoo,

I have information from Nick that you should have your money. Can you confirm, please?

No I have not received it

Dear Rashoo,

Casino sent us a proof that they paid you your winnings, please check properly your BTC wallet.

Dear Rashoo,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.