Dreams Casino - Player’s withdrawals have been delayed.

Scam casino. I was told they escalated the issue as I’ve been told many times before and clearly it’s not. He said I would get a resolution in24 hours regarding my $20,000-25,000 more or less withdrawals then told me to contact back in 24 hours. There’s a reason for horrible reputation online for this site and if I don’t get my money back in 24 hours. I will escalate it on my own and get my money back. You all will lose a loyal high paying customer along with a TON of negative yet HONEST exposure on social media having my own big following along with partner of sports consulting company with a HUGE social media presence advising everyone of what you all are doing. If you want to resolve this and keep a loyal high paying customer they will initiate the payouts within 24 hours all 8 as 3 should’ve been processed by now as they were processed and approved 3 weeks ago. And the other 5 in time frame as listed when submitting withdrawals, 5 days to review and total time frame of 10 business days to receive funds once approved. There’s no reason for this to take so long other than all the reviews stating the truth about this site and not being reputable and scamming everyone. I could type 5,000 characters or provide hundreds of screenshots of proof of convo with several agents giving different info everytime and assuring withdrawals on the way and NOTHING.

Dear Halez1215,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your payments are still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yeah but I requested the withdrawals more than 3 weeks ago and they were approved. KYC and all. No reason for long delay

Thank you very much, Halez1215, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 Halez1215,

This is Tomas and from now on, I will be taking care of your complaint.

I would like to invite Dreams Casino's representatives to join this discussion in order to resolve the issue.

Dear Dreams Casino, could you please state the reason why the player's withdrawals have not yet been paid out?

Thank you in advance for providing the information.

Kind regards,

Tomas

They only processed one withdrawal not the first one made but the lowest and have not responded or sent any other withdrawals

Please get them to send my withdrawal as they have all been approved and nothing sent to me

Hi Halez1215,

I have contacted the casino's representatives in order to investigate your case in more detail.

I'm now waiting for their statement, and I believe we will solve this complaint to the satisfaction of all parties.

Thank you for your patience.

Kind regards,

Tomas

Greetings all,

Apologies for the delay, I have been away from the office. I will need to dig into this further however the primary issue here is having played non-allowed games (roulette constitutes 82.5% of play for the bulk of the requested withdrawals) on slots and keno only based bonuses. All funds eligible for withdrawal have already been paid out via Bitcoin.

I will be in direct contact with the casino.guru team to discuss the matter soon.

Best wishes,

Nick and Dreams

Dear Halez1215,

Before we start investigating, could you please confirm if you have received the payment? If yes, is that sum equivalent to the amount that you have accumulated from playing non-roulette games?

Thank you in advance for providing the information.

Kind regards,

Tomas

That is not true, I submitted the withdrawal and then cancelled one to play more games but no the majority of funds were won playing slots. They only gave me $800 when the first few withdrawals had only been paid on Floyd and was over $5,000 so that’s a lie

Hi Halez1215,

Thank you for clarifying. I'm now waiting for the casino to provide us with the relevant evidence about this matter so we can investigate further. I will update you with any developments.

Kind regards,

Tomas

Greetings all,

There were multiple cancellations of requested withdrawals, these funds were won using deposit coupons good for play on slots and keno based games only and carry the rules related to these bonuses until reviewed and approved for withdrawal as per the terms and conditions of the casino and bonuses themselves. These funds were cancelled as withdrawals and used to play (and win) on non-allowed games (a total of $118,000 in roulette play and no instance where a deposit was made that would allow roulette), this is where the issue begins.

All funds not related to play using non-allowed games we approved and paid out.

The situation is further complicated by thousands of dollars in disputed deposits that have come to light recently. Any further review is currently on hold until we understand the full scope of the situation I'm afraid.

Best wishes,

Nick and Dreams

Casino Guru would you help me with uploading screenshots because it’s not letting me add them? I would like you all to see them on top of everyone else. And Nick and whoever at dreams that keeps playing with the account deleting info as they please but I document everything including all chats with their "reps"

It’s nota coincidence that they have a 1.8 rating lol and that they tried to clear their name before. Let’s see what they do next or if they wanna resolve this before they decide to change their name again or deal with the System and see where the chips may fall

Dear Halez1215,

Please, see my screenshot attached. Using that button, you can upload images so we can see your evidence. Otherwise, it is possible to share the data by sending them to my email address (tomas.k@casino.guru).

I would also like to ask the casino to provide us with the relevant evidence that shows the breach of the T&Cs by playing non-allowed games.

Thank you both for your cooperation.

Kind regards,

Tomas

Okay it’s finally working let me upload more so you can see all the approved withdrawals in august and the first few that were strictly slots never got my withdrawals I was guaranteed

I’ll get more to you later I’m going out of town. But do you can see some and spread to fellow gamers so they are aware of not being paid out

Dear Halez1215,

During the case investigation, the casino has provided evidence suggesting that you have requested the reversal of multiple payments, in other words, "chargebacks".

Could you please confirm if this is correct?

Best regards,

Tomas

Dear Halez1215,

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.

Yea I did because they decided not to pay me out. It wasn’t the day after I disputed it was months after

Dear Halez1215,

I have reviewed all the evidence and information provided by both parties.

Initially your winnings have been capped as you have accumulated a large proportion of them playing games that are excluded from bonus play. We are of the opinion that it is best practice for games that are not allowed to be played with a bonus to be restricted at the software level, to prevent players from accidentally breaking rules and stop issues such as this arising in the first place.

However, it is clear that you have also made multiple payment reversals (chargebacks) and this is directly in breach of the terms and conditions of the casino.

Consequently, we will be unable to assist any further with this case and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas