Dreams Casino - Player struggles to contact the casino for winnings.

I won 2 free roll tournaments (11/22/23-3rd Place and 12/05/23-1st Place).

I’ve tried numerous times to contact them with no results, as the link for live support doesn’t take me anywhere but the page I’m already on, the phone numbers are disconnected and emails are returned as host not found try again or connection timed out:

<help@dreamscasino.com>: Host or domain name not found. Name service error for

   name=dreamscasino.com type=A: Host not found, try again

<support@dreamscasino.com>: Host or domain name not found. Name service error

   for name=dreamscasino.comtype=A: Host not found, try again

<support@mydreamscasino.com>: connect to

   mydreamscasino.com[138.197.154.101]:25: Connection timed out

<help@mydreamscasino.com>: connect to mydreamscasino.com[138.197.154.101]:25:

   Connection timed out

Dear Jnarvell,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dreams Casino.

I tried checking the website but it was offline for me as well.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a withdrawal of your winnings already?
• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

My winnings were never deposited for me to request a withdrawal.

I have not tried to withdraw in the past so I’ve never been given the opportunity to submit documents for the KYC verification.

I have never successfully connected to support.

The only email I’ve sent that hasn’t been returned as undelivered so far is documents@dreamsmail.com

Wanted to provide an update. I spoke with Jana Carpenter, VIP Account Manager on Ruby Slots chat support and she says she will look into the matter. Hopeful for a resolution. Will keep you posted.

Thank you for the update.

Please let me know if there was any progress related to your funds in the casino.

Dear Jnarvell,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Jnarvell. We would like to allow this case one more chance to be resolved.

Message from the player:

"I never received a response or resolution"

Dear Jnarvell,

I can see that the website of the casino changed to https://www.mydreamscasino.com/

• Are you able to access your casino account?
• Could you please advise if there is any record of your placement in the tournaments?
• Could you please share your communication with the casino you mentioned last time? Share also your attempts to contact the casino that weren't responded to. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I am able to access my account.

There is no record on the website however I enclosed screenshots.

I don’t have a copy of the transcript but I will send a copy to your email.

Thank you very much, Jnarvell, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Jnarvell,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I would like to ask you a few more questions to clarify the situation.

Have you ever made any real money deposit to the casino?

• If yes - when approximately did you make a deposit or deposits? Was it before the first winning Free Roll Tournament or after the second one? Did you make a deposit between these 2 Free Roll Tournaments?
• If not - how many consecutive Free Roll Tournaments did you play without making a deposit, and approximately which in the order of the tournaments played was the first winning one for which you did not receive a reward? Did you participate in any other Free Roll Tournament before the first successful one?

Are you please aware of this rule from the casino's Terms and Conditions:

"12. The Player may not consecutively play in Free Roll tournaments. Should a Player play in one Free Roll tournament, the Player must make a real money deposit into his account to be eligible to play in a second Free Roll tournament."

Looking forward to hearing from you.

I believe I may be ineligible due to that rule.

Dear Jnarvell,

You may be or you are ineligible, please?

If I understand it correctly, your account has not been blocked/closed so you can check it in your transaction history.

So, can you please check it and answer my questions above?

Looking forward to hearing from you.

There was not a deposit between tournament winnings. I am ineligible.

Alright, Jnarvell, thank you for confirmation.

So, based on the obvious, I am rejecting the complaint due to not complying with the casino's Terms and Conditions. Unfortunately, the disputed winnings are invalid.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru