Dreams Casino - Player's withdrawal request has not been processed.

The first time I ever heard of this casino was through an email offering free spins, no deposit. I created an account and redeemed the free spins. I read the terms and conditions and followed them as well as met playthrough requirements. I submitted the appropriate documents for account verification and was verified. I requested a bitcoin withdrawal. And when I checked on it today, this happened. My request was denied and immediately replaced with a "Manager Withdrawal". And unable to reach any kind of support. No explanation anywhere.

Dear tmichaelwoods36,

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 whole situation completely. Have you made any successful withdrawals before? If possible, please post here a screenshot of your withdrawal history.

Also, could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have not made any withdraws with this casino before. My only interaction with this casino has been the email I got from them initially, I redeemed the non-deposit bonus from that email, made sure I followed their rules while meeting the playthrough requirements, then I submitted my state ID and a copy of my lease agreement. My account was verified and I requested the $100 withdrawal as stated in the bonus terms and conditions. So that is a yes to KYC verification to be clear. I will trynto send a screening along with this unit helps.

Thank you so much for any help in this matter.

Thank you for your reply, tmichaelwoods36. It seems that the withdrawal request is still active, therefore I assume it is only a matter of time until you received it. Or has the casino informed you that your winnings have been confiscated/will not be paid out?

Dear tmichaelwoods36,

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.

I have not been informed that my winnings were confiscated. I have not received any correspondence from Dreams Casino.

Thank you very much, tmichaelwoods36, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you tmichaelwoods36 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dreams Casino for their help in resolving this complaint. We would like to know what happened to the withdrawal and what can we do to help resolve this issue.

Thank you!

Thank you very much Peter. If there's anything else I can do to help just let me know.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Just for clarification, a "manager withdrawal" is non-cashable funds being removed from the closed system which can only be done at a managerial level. Thus the term. I have had a chance to review the situation and unfortunately in this case there is nothing I can do to assist.

The terms and conditions of the casino clearly state that only one account is allowed per player or household and only one free bonus is allowed between cash deposits. In this case we have both, many accounts and many free chips.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Dreams

Dear tmichaelwoods36, as Nick has mentioned there are multiple deposits and multiple no-deposit bonuses redeemed on the account, and we will not be able to help you out with this matter. Therefore this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.