Dreams Casino - Player’s withdrawal has been delayed.

My withdrawal request has been "processing" for the past 6 months now. Every time I speak with customer service (if they don’t disconnect the chat first) they say they will escalate it, and to check back in a week. Each time I check back it’s right back to the beginning "we will escalate this immediately"

Dear Austin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?

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,

Petronela

I have not successfully withdrawn any funds from this Casino previously, however all of my documents have been submitted and verified for over 9 months (well before the withdraw request date)

the casino has given me no explanation as to why it has taken so long.

Thank you very much, Austin, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Hi Austin!

I’m sorry to hear about your bad experience. I will do my best to resolve your case as soon as possible.

I would like to invite Dreams Casino into this conversation. Can you please specify the reason as to why the player’s withdrawal request has not been processed yet?

Thank you Andrej for mediating this communication

Greetings Austin,

I can see that you are in contact with the payouts team who are attempting to complete payout details on your behalf. The bank you submitted isn't eligible for international wire transfer and they have requested an eligible bank account to transfer the funds, I see you have suggested Bitcoin as an alternative but having no previous Bitcoin deposit history means it requires special approval and you may not be eligible.

Just cooperate with the payouts team, follow their instructions and I have every faith that your issue will be resolved in good time.

Keep us posted.

Best,

Nick and Dreams Casino

Thank you Nick and Dreams Casino for your reply.

Dear Austin, we kindly ask you to fully cooperate with the casino’s payouts team and provide all the requested information.

Please keep us posted here on any development in regards to this issue. We hope to see your complaint resolved soon!

the bank details that I have provided is the only account that I have available to use. Unless you would like to use PayPal, then Bitcoin is the only option. I have sent the Bitcoin address. Can we please use that route?

Dear Dreams Casino,

Is withdrawal to Bitcoin or PayPal an option? Can you please specify what information does the player need to provide to be approved for withdrawal to Bitcoin?

Hey all,

I had requested special Bitcoin approval for this but with such a limited deposit history and no previous Bitcoin deposits it was denied. Unfortunately wire is the only option here and we require a bank capable of receiving an international wire transfer without an intermediary bank for our 3rd party providers to make payment.

Please Austin, just follow up and follow through with the payouts team. Once we have a valid payout method on file we can proceed with your withdrawal.

Best,

Nick and Dreams Casino

Dear Nick and Dreams Casino,

Would making a Bitcoin deposit now make Austin eligible for withdrawal to Bitcoin?

I have submitted banking details to a new account I have opened

Dear Austin,

We’ve been informed by the casino representative that withdrawal to the bank account you’ve submitted is, unfortunately, also not possible.

I kindly ask you to follow the casino’s payouts team’s instructions. It looks like the only option is for you to create an account in a bank capable of receiving an international wire transfer without an intermediary bank. Please confirm with the payouts team beforehand if the bank of your choosing is a viable option.

Please ask the casino to make double check their emails. The info that I sent them last is from a newly opened account, and I verified with the bank that they are capable of receiving foreign wire transfers.

Dear Austin,

The bank you have created the account with is a Credit Union which is, as per information provided by the casino representative, unfortunately not a viable option.

Andrej, you have truly been such a wonderful help! I really appreciate you taking your time to help me.

I have exhausted all of my banking options and have sent one last plea with the casino for Bitcoin or PayPal. I have even offered to settle for a lesser amount

I am just realizing that Dreams Casino utilizes withdrawals via mailed check. I have 2 withdrawals in question and one of them was requested as a mailed check. I see no reason that they could not send both, the or at the very least that withdrawal, using that method

Hey Austin,

At this point it's really just about you cooperating with the payouts team and following their instructions. They are there to help you, not string you along. We have specific payout methods that are viable and some that are not and we don't choose what we accept and what we don't. We provide as many payout methods as we can, more is always better however we are limited to what is available from our 3rd party providers.

Just respond and cooperate Austin, and if they say something isn't going to work then work with them to find something that will.

Best,

Nick and Dreams Casino

Dear Austin,

we've been informed that in your case, unfortunately, wire transfer is the only available option for withdrawal.

Dear Austin,

Has there been any progress regarding your case? We are extending the timer by 10 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your complaint.

Unfortunately there has been no response to my requests for paper check. I see no reason why that would not be an option as it was offered as a possibility upon requesting the withdrawal

Dear Austin,

I’m afraid that a withdrawal via mailed check will also not be possible as we have been informed that wire transfer is the only viable route here.

I have opened a new account with PNC bank. They accept International Bank Wires. I have sent Dreams casino all or the information for that account

Hey Austin,

I reviewed all of your communications with the payouts department and I'm not certain what you're trying to accomplish by not providing the requested information. Just send them a copy of your statement to confirm the necessary account details and you should be golden here.

Let's do this.

Best,

Nick and Dreams

Dear Austin,

I would like to kindly ask you to follow the casino’s instructions. In addition, I would like to ask you to reply to this complaint. We are extending the timer by 7 days. Please note that if you fail to respond in the given time frame, we will reject your complaint.

What Dreams is failing to understand is that I opened a new account that accepts international wire transfer per their request. New accounts do not have statements, as there have been no transactions made to show on said statement. I will send them any banking information they would like but I cannot make something appear that does not exist.

Unfortunately at this point it has become very clear that no matter what I provide, I will not be seeing those funds. Andrej, you are a wonderful man for taking your time to try to help me. If there is anyway that this information or conversation could be made public I would appreciate it so that others do not fall victim to Dreams Casino.

Thank you, Austin, for clarifying the current situation. I truly believe it’s only a matter of time before your case is resolved but until then, the best course of action is to stay patient and cooperate.

I would like to kindly ask Dreams Casino to comment on Austin’s recent posts.

Hey Austin,

I'm following your dialogue with Isabelle in the payouts department, please just communicate with her and follow her instructions so we can get this resolved for you. I'm not seeing any reply on your part since January 7th.

Best wishes,

Nick and Dreams Casino

Thank you, Nick and Dreams Casino, for the update.

Dear Austin,

I’d like to kindly ask you to follow up on your conversation with the casino and to keep us posted here on any development of the issue.

Nick,

I requested, and have just received a statement from the bank account that I have opened.

As I mentioned, this statement will have no transactions, as it is a brand new account. However this is the last attempt I can make to resolve this. Please accept this statement via the email o have sent to Isabelle and let’s end this.

After sending the casino the last document that they requested, I have yet to hear back from them.

Hey Austin,

I have located your bank statement, it appears it was sent to a general inbox rather than to the payouts team or agent themselves but no matter. I will forward it directly to them and try to get this show on the road for you.

Best,

Nick and Dreams

Thank you Nick

Thank you, Nick and Dreams Casino, for the update.

I would like to kindly ask both parties to keep us posted here on any development of this issue.

Hey all,

Currently we are waiting for an account that can be used for transfer, our 3rd party payment providers aren't capable of transferring to a PNC Bank Virtual Wallet Spend account so the payouts department has requested an alternative.

I can do a lot Austin, I can escalate and expedite things quite efficiently however I can't change the system itself. If our 3rd party says they can't send to that account it's for a reason and all I can do is cordially request that you follow the instructions of the payouts agent currently assigned to you till we have a viable solution.

Best,

Nick and Dreams Casino

Thank you, Nick and Dreams Casino, for the update. Could you please confirm if wire-transfer is still the only available withdrawal option for Austin? I’d just like to remind you that Austin has previously suggested a withdrawal via Bitcoin or PayPal.

Hey Andrej,

Already looked into it for him and unfortunately in this particular case wire transfer is the only payout method available.

Best,

Nick and Dreams

Dear Austin,

Please just follow up on your communication with the casino’s payouts team and keep us posted here.

I give up

Dear Austin,

I completely understand your frustration, however, my recommendation for you would be definitely not to give up. Even considering all the time and energy you’ve already put into this, I would still say that cooperating to get your withdrawal completed might be well worth the extra effort.

Dear Austin,

We are extending the timer by 7 days. Please kindly note that in case you fail to update the status of your complaint in the given time frame, we will have to reject it.

Sorry for the late response.

Can Dreams please suggest a bank that I could use? I do not want to open more accounts just to have them denied Once again

Thank you, Austin, for your reply.

Dear Dreams Casino,

Please take a better look at Austin’s issue and suggest a bank with branches available in his area that is known to receive and accept payments from you.

Hey Austin and Andrej,

As an organization we are unable to determine what the best and most convenient options are for a player in their specific region, have a look around you Austin. See what is available and what may have the most suitable terms for you then get back to the Payouts team as requested and they will assist you in selecting a bank that works for both of us.

Best,

Nick and Dreams

Could you please pass this list on to the proper department and have them select which bank they will send to

Hey Austin,

You've got some promising options there however for security and quality control reasons this particular dialogue must be part of permanent internal record through our email system. If you could please submit the same list to the Payouts agent you are currently in contact with it would be much appreciated. Once you confirm with me that has been sent I will assure it gets prompt review and response.

Best wishes,

Nick and Dreams

Thanks nick! I’ve sent that over

Thank you, Austin, for your cooperation. Please let us know once you’ve received an answer from the casino.

Will do

Dear Austin,

Has there been any new progress in your case? We’re extending the timer by 7 days. Please kindly note that in case you don’t reply in the given time frame, we will have to 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 the investigation or suggest possible solutions.

The player can reopen this complaint anytime.