The player from the US had issues conducting a withdrawal due to the casino misunderstanding the expiration date of his ID, which he stated was not within 30 days, contrary to what the casino believed. We explained the importance of KYC procedures and asked the player to confirm if the ID verification was the only issue. Despite extending the response time by 7 days, the player failed to respond. Consequently, the complaint was rejected due to lack of response, but the option to reopen the complaint remained available.
Dreams Casino - Player's withdrawal is blocked due to ID misunderstanding.
Amount: $52
Dreams Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
I tried to withdrawal my winnings and was denied and sent a message saying it was because my id expires within 30 days it does not and there support team said the same exact thing my id does not expire within 30 days and I have proof that it dont
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3 months ago
Dear Nurmle,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 months ago
Dear Nurmle,
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.
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
